topic Re: Associate a conversation thread with a contact in APIs & Integrations

Associate a conversation thread with a contact

AntonRos — Tue, 13 Aug 2024 11:45:26 GMT

We have a WhatsApp conversation with client in a thread, and we'd like to get it associated with a HubSpot contact. We could do so through the UI, but how can we do the same via the API?

Re: Associate a conversation thread with a contact

kennedyp — Tue, 13 Aug 2024 19:06:23 GMT

Hi @AntonRos! Welcome to the Community-- happy to have you here 😊

I understand you are looking for a way to automatically associate WhatsApp clients with HubSpot Contacts through the Conversations API, correct?

I want to provide this similar thread for some context. It appears that this likely is not possible at the moment, but maybe we can confirm with some of our experts. @EricHirsh , @vvadlamani -- do y'all have any confirmation or alternative insight you can provide here? Thanks in advance

Best,
Kennedy

Re: Associate a conversation thread with a contact

AntonRos — Wed, 14 Aug 2024 11:08:38 GMT

Yes, looks like the thread asks for a similar functionality. Since the contact linking is available in the UI, is it also available in the API?

Re: Associate a conversation thread with a contact

EricHirsh — Wed, 14 Aug 2024 17:45:36 GMT

Hello! Conversations API product manager here. It is true that there is not currently an endpoint to set the contact associated with a conversation.

That said, what we really want to invest in here is our own automated contact assignment logic instead of leaning on the developer community to patch it up. It's hard for me to know from this post whether some of the examples of this you are experiencing are 'working as designed' (e.g. there is not currently a contact in HubSpot with a phone number that matches the one on the incoming conversation) or not. This might sound like an obvious research question, but, "why is it important for you to be able to automatically assign a contact to these conversations instead of ask a user to do it manually so that the data quality will be checked by them?"

Re: Associate a conversation thread with a contact

AntonRos — Wed, 14 Aug 2024 17:49:45 GMT

Hi Eric, we use a bot to auto-respond in WhatsApp and upon initial automatic conversation, essentially we want to either pass the lead to human sales, so it appears in the HubSpot sales pipeline, or archive it (there is a significant amount of junk/irrelavant chats that come via WhatsApp).

So if the lead appears as qualified, we want to create a contact for it, based on WhatsApp info (and maybe chat info)

Re: Associate a conversation thread with a contact

ErikK — Thu, 05 Dec 2024 16:42:19 GMT

Hi Eric,

Same as other reply, I have a bot that tries to get the email from livechat and want to associate conversation with contact. It's really frustrating that every object in your CRM plays together nicely except conversations - they are completely one-off for some strange reason and nothing works with them. Any updates on refactor/update?

Thanks, Erik

Re: Associate a conversation thread with a contact

cristian_m2 — Sun, 11 May 2025 05:08:36 GMT

Same here @EricHirsh ,

It would be great to use the HubSpot-defined association Id 173 (CONVERSATION_TO_CONTACT_V2) in the API.

We want the bot to do the heavy-lifting, because our chat is more sales-focused and we can empower our salespeople to have the full picture of the conversation if we're able to associate it before it's assigned to them.

Re: Associate a conversation thread with a contact

YGlebova — Mon, 01 Sep 2025 12:29:41 GMT

Hello!
I’d also like to highlight that we are really missing an API method for linking a conversation to a contact, because—without going into too much detail—there is currently an issue with Brazilian phone numbers and their inconsistent formats, which we can only resolve through manual post-processing. It is critically important for us to be able to automatically associate a contact with a conversation, and it would be great if HubSpot could develop this capability.

Re: Associate a conversation thread with a contact

chighsmith — Tue, 30 Sep 2025 19:07:06 GMT

Hi @YGlebova,

Thank you for posting to the Community and highlighting this important need!

I understand how having an API method to link conversations to contacts would streamline your workflow, especially given the challenges with Brazilian phone number formats. Your feedback is valuable, and I encourage you to submit this suggestion in the HubSpot Ideas Forum, where the product team actively reviews user recommendations for future improvements.

Cassie, Community Manager

Re: Associate a conversation thread with a contact

LPuebla — Tue, 21 Oct 2025 14:05:52 GMT

Hi! Did you find any native automation or endpoints to solve this problem?

Re: Associate a conversation thread with a contact

chighsmith — Tue, 21 Oct 2025 14:23:06 GMT

Hi @LPuebla,

Thank you for posting to the Community!

I'd like to tag in some Top Contributors to see if they have any workarounds on this one -- Hi @Bortami @Teun and @ChrisoKlepke Do any of you all have any suggestions or advice for @LPuebla?

Thank you!

Cassie, Community Manager

Re: Associate a conversation thread with a contact

jc — Sat, 27 Dec 2025 14:20:21 GMT

Hi Eric,

I don't know if you are still on that position or not, but here are my two cents for the community. As you may know, the future of marketing is more and more conversational. With that in mind, more and more interactions will begin with a phone number than an email. Think of "click to WhatsApp" campaigns in which there's no landing page, no website, just a social ad and a conversation begins. HubSpot is terrible for this. The conversation and the contact are created as separate objects and manual association is an unnecesary step.

Now, why do that through API? More and more apps will address the conversational nature of present-day marketing and would want to use that inbox somehow. And HubSpot is not letting us. Thus hindering HubSpot's ability to flourish in this reality.