Associate WhatsApp Number from Ticket Metadata

Service Hub Tickets & Conversations
1

Hi,

So I am a partner admin at one client portal that I am working with. They want to set up an autoresponsder on their WhatsApp messages.
The issue is the phone numner is showing up in the ticket metadata but is not added directly to the ‘WhatsApp Phone Number’ property for the contact that is associated to that ticket.

How can I get that phone number and add it to the ‘WhatsApp phone number’ property to set up that autoresponder.
Any help is appreciated.

2

Hey @HAfzal0,

Welcome to the Community!

I was able to find a similar post where an app from the marketplace was accepted as a possible solution.

Hopefully the above thread points you in the right direction, but I’d also like to tag in some of our Top Contributors to see if they have any additional suggestions for this!

Hey @danmoyle, @GRajput, @SanjayKumar -- Do you have any suggestions for @HAfzal0 on this?

Thanks in advance!

Sam, Community Manager

3

Appreciate the tag @SamTassey! :grin:

4

Welcome to the Community @HAfzal0! I think you can solve this in HubSpot, but in my experience, and what I see in HubSpot documentation, the cleanest method depends on whether the WhatsApp number already lives on the ticket record or only appears in the ticket metadata. HubSpot supports copying property values between associated records with workflows, and it also supports sync properties for keeping associated records in sync.

To get to the end first, what I found that seems to be the best case scenario and the most maintainable setup here’s what you’re looking for:

  • capture the WhatsApp number into a ticket custom property,
  • use a ticket workflow to copy it to the associated contact’s WhatsApp phone number property,
  • then use that contact property in the WhatsApp autoresponder logic.

I wanted to get some good information for you, so I went looking in HubSpot resources and Communty questions. Here’s what I found, summarized by AI.

Best path: If the number is available on the ticket as a property or can be exposed as one, create a ticket-based workflow that copies that ticket value into the associated contact’s WhatsApp phone number property. HubSpot’s workflow actions can update properties on associated records, but the association must already exist when the action runs.

What to set up:

  1. Make sure there is a contact property called WhatsApp phone number on the contact record, or create one if it does not exist.
  2. Build a ticket-based workflow triggered when the ticket is created or when the ticket phone field becomes known.
  3. Add an Edit record action to copy the ticket phone value into the associated contact’s WhatsApp phone number property.
  4. Turn on re-enrollment if the source value may change later and you want the contact property refreshed automatically.

Note: HubSpot workflows can copy values between objects, but they need the source value to be a real CRM property, not just hidden metadata. So if the phone number is only visible in ticket metadata and not stored in a ticket property, you first need to capture it into a ticket property, then copy it to the contact.

If the WhatsApp number is only present in metadata from the inbox channel, the usual fix is a custom code action or external automation that reads the ticket data via the API and writes it into a contact property. That approach is especially useful when the number is not available for direct workflow mapping.

A couple of resources I pulled this from:

Hopefully this helps!