HubSpot WhatsApp Integration Guide

The HubSpot WhatsApp Integration App is the solution for all your needs to reach out & connect with your contacts via HubSpot. This app enables you to send WhatsApp messages to individual contacts in a WhatsApp-like interface, right from within HubSpot, without launching any external windows.

Moreover, it also enables sending WhatsApp messages to several contacts at once, in an automated way, through HubSpot workflows. By integrating WhatsApp messaging with HubSpot, you can easily manage your marketing & sales outreach through WhatsApp.

• Want to inform attendees of the upcoming meeting about event details?
  • Set up automated workflows in HubSpot with triggers based on incoming & outgoing WhatsApp messages
  • Send WhatsApp messages with details, alerts or even documents about the meeting to contacts registered for the meeting
  • Share documents, images, videos or audio files with the attendees
• Want to send automated replies to contacts requesting more information about products/services or requesting a demo?
  • Set up a trigger based on incoming messages & send product details & demo links automatically
• Received a WhatsApp message requesting HELP/SUPPORT?
  • Automatically log support requests/create tickets & quickly notify the support team about the incoming request

Features

• Automated Messaging
  • Automate sending WhatsApp messages by setting up workflows to trigger based on both received & sent messages in HubSpot
• Personalized Messaging
  • Send personalized WhatsApp messages directly to contacts from within HubSpot
• WhatsApp-like Chat Interface
  • View the conversation with individual contacts in a WhatsApp-like interface from within HubSpot
    • To launch the chat interface, go to contacts, select a contact
    • On the right side, click on Actions — Conversation within the WhatsApp Integration CRM Extension
    • You can also send text messages from here after the conversation has started and the contact has replied to your initial message
• Send & Receive various types of WhatsApp messages such as text, images, video, documents & audio

  Allowed message/media formats

  Type	Format
  Text	Message of maximum 4096 characters
  Image	JPG | JPEG | PNG | GIF
  Document	PDF | DOC(X) | XLS(X) | PPT(X)
  Video	MP4 | MPEG
  Audio	AAC | MP3 | OGG
  Location Coordinates	Latitude & Longitude

• View WhatsApp message details from a contact’s activity timeline at any point in time. Details such as the message status (SENT | FAILED | DELIVERED | UNDELIVERED | READ), the unique ID of a message and the timestamp are also available

3. Installation & Setup

1. To install WhatsApp Integration App, Register Now!
2. After submitting the form, you will be redirected to the Payment Gateway (Powered by Stripe)
3. After you have completed the payment process, you will be redirected to a success page that will show your selected plan and its billing period
4. You will soon receive an email with the link for installing the app, along with links to necessary documentation & guides
5. Click on the Installation link to start the installation process
6. Once the list of available HubSpot accounts is displayed, choose the HubSpot account you want to connect the app with
7. Click on Connect App to connect the WhatsApp Integration App with HubSpot
8. You have now connected the WhatsApp Integration to your HubSpot Account

4. Installed Integration

Finding WhatsApp Integration App in HubSpot

1. Click on the settings icon
2. On the left side menu, click on Integrations
3. In the sub-menu, click on Connected apps
4. Here you can search for “WhatsApp Integration”

5. Individual Messaging

Sending WhatsApp Messages to individual HubSpot contacts

1. Navigate to Contacts on HubSpot
2. Select any contact to send a WhatsApp message
3. On the right side, under WhatsApp Integration App, click on Send Message
4. In the Recipient, choose either the Mobile number or Phone number from the dropdown
5. Select the type of message to send. There are 2 options:
   • Text
     • Enter the message to send
     • Click on Send
   • Media
     • Enter the message to send
     • Add the URL of the media to send
     • Click on Send
6. After you click send, you will get a success message once the request is made

   NOTE: As per WhatsApp's policy, every 24 hours, the initial message sent to any contact has to be an approved message template and not a custom message and once you get a reply from the contact you can send them several messages

7. Open the contact and go to the activity log to see the event with details for the sent message and events with details of message status (SENT | FAILED | DELIVERED | UNDELIVERED | READ)
8. Similarly, an event is also created when a message is received from the contact
9. You can also see all your messages sent & received messages for an individual contact in a WhatsApp-like chat interface that opens within HubSpot. To open this window, Click on the Actions button ➜ Conversation
10. A WhatsApp-like conversation interface displaying all sent and received messages is opened

6. Bulk Messaging

Sending WhatsApp messages in Bulk

1. To start sending WhatsApp messages to your contacts, Go to HubSpot Workflows
2. Create a new contact-based workflow from scratch
3. Setup a trigger for the workflow
   • The trigger can be based on several events, including the contents of sent & received messages
   • You can create a new deal, a new support ticket, reminders or tasks or send another WhatsApp message from the workflow
4. To send a new WhatsApp message based on the trigger set, Click on to open a list of available actions. Select Send WhatsApp Message from this list
5. A form will open. On this form, you will see various options for sending WhatsApp messages
6. In the 1^st field, select either Phone Number or Mobile Phone Number
7. In the 2^nd field, select the type of message to send — Text or Media
8. In the 3^rd field, enter the message to send
   • If you are sending a media message, add the URL of the media to be sent in the 4^th field
9. Save the Action after completing the form
10. Click on review and publish to turn the workflow ON
11. There will be one final review for the number of contacts that will be enrolled in the workflow and the message will be sent. Click on Turn on to start the workflow
12. The Activity log of the contact shows various details about the messages sent and received, like the message status (SENT | FAILED | DELIVERED | UNDELIVERED | READ). Whenever sending of the message fails, the reason for failure is also displayed

    NOTE: As per WhatsApp's policy, every 24 hours, the initial message sent to any contact has to be an approved message template and not a custom message and once you get a reply from the contact you can send them several messages.