Summary:
Currently, HubSpot’s helpdesk allows you to connect a WhatsApp channel but only assign it globally to one pipeline. We need the ability to assign each individual WhatsApp Business number to its own ticket pipeline.
Background and Problem:
Multiple WhatsApp Business numbers are used to serve different business units.
All incoming WhatsApp tickets currently go into the default Helpdesk pipeline.
Email channels already support per-pipeline configuration; WhatsApp does not.
Workarounds like hidden form fields or automation filters are cumbersome and prone to errors.
Feature Description:
In Settings > Conversations > Inboxes > Channels > WhatsApp, provide a dropdown next to each connected WhatsApp number to select its ticket pipeline.
Offer a list view of all connected WhatsApp numbers showing columns for Number, Assigned Pipeline, and Status.
Include a “Default Pipeline” setting that applies whenever a specific pipeline hasn’t been chosen for a number.
Ensure existing WhatsApp connections retain their current pipeline assignment automatically; new numbers can be configured individually.
Benefits:
Tickets automatically route to the correct team’s pipeline without manual effort.
Eliminates complex filters, workflows, or reliance on hidden form fields.
Improves visibility and reporting by clearly separating tickets by channel and business unit.
Scales easily for organizations managing multiple WhatsApp lines.
User Story:
As a Helpdesk Administrator, I want to assign each connected WhatsApp Business number to its own ticket pipeline so that incoming inquiries automatically appear in the right team’s queue without extra filtering or automation.
Acceptance Criteria:
Each WhatsApp number in channel settings has a pipeline-selection dropdown.
Existing connections keep their assigned pipeline without manual updates.
Incoming WhatsApp tickets are created in the pipeline chosen for that number.
A “Default Pipeline” option exists and is applied when no specific pipeline is selected.
UI changes follow HubSpot’s current design patterns for channel configuration.
Next Steps:
If this feature would help you as well, please upvote it in the HubSpot Ideas Forum. The more support it receives, the more likely the product team will prioritize its implementation