HubSpot | Adding WhatsApp to Workflows

The SMS for HubSpot integration allows you to incorporate WhatsApp into your HubSpot workflows as both outbound messages, and by using WhatsApp replies to trigger actions and other workflows.

Before you begin

• Make sure your Sinch account has a WhatsApp channel integration.
• The Sinch platform only syncs Meta-approved templates into your HubSpot account. You'll need to create a template for WhatsApp in the Sinch platform before it can be used in HubSpot workflows.
• Currently, the HubSpot Sending Source that is supported is Contact Based Workflow - WhatsApp workflow actions.
• To enable WhatsApp opt-out sync, you must first enable HubSpot contact sync from the Hub side and also enable WhatsApp sync - please follow this article for step-by-step instructions.

Connect and Setup

1. To connect and setup, you'll need to select a trigger to send your SMS.
   in this example, the trigger is a contact being added to a group called "Event Attendees".
2. To add an SMS or MMS as an action, click on the + icon to open the list of available actions.

   

3. Locate and select the Send WhatsApp action for SMS for HubSpot.

   

4. Configure the WhatsApp action.

   

   A) Phone Number - Select the appropriate contact token for your contact's mobile number to send the WhatsApp message. This could either Mobile Phone number, Phone number or WhatsApp Phone Number.

   B) Account - Select the MessageMedia account you want to send from. Make sure the account you choose has a WhatsApp enabled number assigned to it.

   C) Sender ID - Select WhatsApp as your Sender ID. If you already have a WhatsApp-enabled number, this field will automatically populate with the WhatsApp option.
   The available WhatsApp number is retrieved from the Sinch platform and reflect what’s configured in your Sinch platform account. If you don’t yet have a WhatsApp number, you can find more information on how to connect WhatsApp to your Sinch account. 

   D) Template Name - Select the template name you would like to send.

   E) Template Body - This field will display the body of the selected template. You can hover over the text to preview it and confirm that you’ve selected the correct template.

   F) Body contact Field - To personalise this message to your customers, replace the message variables with contact fields or add any static value. 

   Note: Ensure all required fields are filled in the selected template. In the current release, a maximum of 4 fields can be populated. Please select a template that contains 4 or fewer contact fields to avoid errors during sending.

   G) Image URL - To send a multimedia message, paste the multimedia URL in this field. When sending MMS:
   - Ensure your selected template includes a multimedia element by checking it under Hub Templates in step (D). This confirms that the template is configured to support media such as images or documents.

   - Multimedia files need to be saved in your HubSpot file library before you can copy and paste the image URL. To do this, go to Marketing > Files & templates > Files.

   - If you don't have an MMS compatible number and you're not sending MMS, leave this field blank or it will trigger an error.

   H) Owner - By default, all inbound replies are Select the owner of this action. This selects the email address to which notifications relating to this action will be sent

5. Click Save.

Sending WhatsApp messages

You can send WhatsApp messages via a contact based WhatsApp workflow using a WhatsApp template from the Sinch platform. 

Things to keep in mind when selecting a template

• You can use up to 4 template fields in WhatsApp templates.
• All template fields must be populated with values; they cannot be left empty.
• The template selection dropdown supports only the first 25 WhatsApp templates.
• Users must map all body fields in the template. For example, if a template includes two body fields, both Body contact field {{1}} and Body contact field {{2}} must be filled.

Supported Media Files

• JPG and PNG files are supported, up to 5MB in size.
• Other media types, such as PDFs and videos, are not supported in this release.

Other Considerations

• WhatsApp triggers and actions are only available for contact-based workflows. They are not supported in company, deal or ticket workflows.
• In the Contact Summary, WhatsApp outbound and inbound messages will display the contact name, message content, date, and status.
• Workflows can be triggered by outbound or inbound WhatsApp messages.
• It is not currently possible to trigger workflows based on WhatsApp delivery status.

FAQs

• How do I setup and start using WhatsApp in my HubSpot account? 
  See our support article about How to connect WhatsApp to your Sinch account.
• Who can send a business message on WhatsApp? Are opt-ins needed?
  Yes - A business must get an opt-in from a user to start the conversation. If a user messages you and initiates a customer care window, a business can reply for 24-hours after the user message. After a business replies and the message is delivered, a 24-hour Service conversation is initiated.
• How do I set up a WhatsApp workflow for other HubSpot Sending Sources?
  Currently, Contact based workflow is supported. Deals based workflow, tickets based workflow, contact single sending WhatsApp messages, Deals single sending WhatsApp messages, Tickets single sending WhatsApp messages is not yet supported.
• How to opt-out a Contact from Receiving WhatsApp Messages?
  There are two ways to opt out a contact from receiving WhatsApp messages:
  1. Manually opt out the contact from the Hub interface.
  2. Update the “WhatsApp Opt Out / In” field on the contact record to “OptOut”.
  Once opted out, the contact will no longer receive any WhatsApp messages.
• How can you collect WhatsApp opt-ins? 
  You can embed WhatsApp opt-ins into many of the same places you get your opt-ins for email and SMS communication. WhatsApp states that the following locations are allowed for opt-in collection:
  • SMS - Request opt-in via SMS
  • WebSite - Gather opt-ins on your website, landing pages, or on social media profiles
  • By Phone - Create an interactive voice response (IVR) flow

  • In a WhatsApp Thread - Request opt-in during a Service conversation thread