topic Re: Can't send whatsapp message in conversation-based worflows in Tickets & Conversations

Can't send whatsapp message in conversation-based worflows

MSaurat — Tue, 03 Dec 2024 15:20:19 GMT

I'm trying to send a whatsapp template from a conversation base workflow. Which would make sense right, new whatsapp message coming in, send template.

However in the Communications panel there's no "Send whatsapp message" option it's only slack or email.

You CAN however send them in contact-based worflows but will not take into consideration conversation source and they can't re-enroll in the worfklow.

Am I missing someting?

Re: Can't send whatsapp message in conversation-based worflows

Gaurav_Aggarwal — Tue, 03 Dec 2024 15:34:52 GMT

Hey @MSaurat

I want to ensure are following the steps mentioned in this article here : https://knowledge.hubspot.com/inbox/customize-and-manage-whatsapp-message-templates

Re: Can't send whatsapp message in conversation-based worflows

MSaurat — Tue, 03 Dec 2024 15:40:33 GMT

Hi Gaurav, yes but this for a contact-based worflow. What we're looking at is sending a whatsapp template to any contact that send a whatsapp message in our inbox. Currently the only way to do this is manually in the inbox.

Re: Can't send whatsapp message in conversation-based worflows

Gaurav_Aggarwal — Tue, 03 Dec 2024 16:26:40 GMT

@MSaurat

Kindly check this Video and you will get an Idea how you can Set a workflow trigger : https://www.youtube.com/watch?v=LUcXGGwx2ZU

Re: Can't send whatsapp message in conversation-based worflows

MSaurat — Tue, 03 Dec 2024 17:04:09 GMT

Hey Gaurav, seems like the video you sent me shows a deprecate version of workflows. It's either based on event occured, criteria or schedule. There's no conversation association on a event occured trigger. There is one in criteria, however it's not eligable for re-enrollement.

Re: Can't send whatsapp message in conversation-based worflows

Gaurav_Aggarwal — Wed, 04 Dec 2024 08:15:05 GMT

@MSaurat

Select when filter criteria is met in the left sidebar:

Under Integration filters, you will find your HubSpot and WhatsApp Integration there and set up your filters and Integration triggers.

Re: Can't send whatsapp message in conversation-based worflows

MSaurat — Wed, 04 Dec 2024 08:32:15 GMT

When you select this trigger contacts cannot be re-enrolled which I mentioned above. Sure;y contacts will whatsapp more than once.

Re: Can't send whatsapp message in conversation-based worflows

M_Faisal — Sun, 23 Mar 2025 21:11:16 GMT

@MSaurat
HubSpot does not have the functionality to send the WhatsApp message via Conversation-based workflows. In order to trigger the workflow the conversation must be converted into contact and then only you can trigger the WhatsApp message via contact-based workflow.

Several users have appealed the HubSpot team to automate the process of creating a contact from conversation, see the link below:

https://community.hubspot.com/t5/HubSpot-Ideas/Automatic-Contact-Creation-from-WhatsApp-Conversations/idi-p/845377

We're currently doing it manually by:
1) Sending the snippet (pre-bulilt message) to whatsapp conversations.

2) Inserting a form link in the snippet message.

3) Once the user fills the form, contact is created.

It is just a raw work around until HubSpot Team release the updated product.