I have connected my Whatsapp business to hubspot successfully, and I love how the service is set up. I have few points that I need help to clearly understand:
1- I noticed there’s a conversation limit for my plan (1000 covnversations), is that a monthly limit that will reset automatically or is it a lifetime limit and I have to pay to have more conversations ?
2- Can I still activate Whatsapp business on a normal phone and use it while it’s connected to hubspot or will that un-do the integration ?
3- there’s a 24 hours limit to respond to any conversation and the conversation will close afterwards, Is that something you can work around in your business ?
if you have any experience with using the whatsapp integration, I’d love to hear your thoughts on this. Moderator Note: This post was reviewed for relevancy and optimized for clarity on April 1, 2026. Thank you for your contributions to the HubSpot Community!
1. The limit of 1000 covnversations is reset monthly; with other words, 1000 conversations are included for free each month. If you need more than 1000 conversation in a month, you can purchase a limit increase for 70 USD. See the pricing information here.
2. This is a limitation of the WhatsApp integration: Once you connect a WhatsApp number to HubSpot, messages will no longer appear in the WhatsApp mobile app or web app, and will only appear in the conversations inbox in your HubSpot account.
3. That’s correct, as mentioned here, after 24 hours, the session is considered closed and you will have to communicate with the customer using another channel. You could also consider sending a WhatsApp template response to the customer, as described here.
I believe it’s currently not possible to change this behaviour, but I wanted to tag other WhatsApp users to see how they manage conversations that are older than 24 hours:
One thing to keep in mind is signing up for each user to receive marketing communications from whatsapp using templates, in this case at the moment it has to be done manually!
@MiaSrebrnjak Thank you for the valuable reply, I have a couple more questions:
how do we arhcieve the WhatsApp conversation that we are recieving ?
How do we initiate a conversation (Ex: Customer calls us and wants some details sent to him on whatsapp, so we are the initiator of the conversation), is that possible to do via hubspot ?
Hi, @BMansour
I can offer alternative options for integrating WhatsApp with HubSpot, enabling you to communicate with your customers seamlessly.
With these solutions, you can chat directly from your WhatsApp account and receive messages from your customers.
If you’re interested in learning more about these options, feel free to reach out to me for further details.
Thank you for reaching out, Are those alternatives part of hubspot marketplace ?
I am not actually interested in anything that will not integrate seamlessly with hubspot, if you would like to share more details about the proposed sloutions, you can message me
Yes! Vepaar allows you to connect different WhatsApp accounts with different HubSpot accounts. This helps admin users track which number facilitated specific conversions with particular customers and at what time.
@BMansour
For what it is worth, I found out the hard way that once you integrate WhatsApp with HubSpot, your customers will NOT be able to call you via WhatsApp. Apparently, this is a (boneheaded) limitation of the WhatsApp API. Once connected, texting is it.
That said, this blog post from WhatsApp might provide a possible workaround as it allows one WhatsApp account to be shared by multiple devices. https://blog.whatsapp.com/one-whatsapp-account-now-across-multiple-phones
I have done zero testing with this, but since the WhatsApp blog post came out after I disconnected WhatsApp from HubSpot (which allowed us to get calls again), maybe there’s a way to fool WhatsApp into seeing HubSpot as “just another device”.
Thanks to all for the insights from this thread - I have a question regarding the communication start.
As far as I know, the contact that I am trying to reach has to proactively send a Message to my WhatsApp phone number saying “Start”.
This is a trigger that lets me send messages to them.
Is there a way for me to proactively ask for the contact to write “start” to me? In a sense that I am proactively writing to the contact “Please write “start” to initiate a conversation” ?
At the moment I am unable to contact people without them giving me permission, but how are they supposed to know that they have to write “Start” when I am unable to give instructions?
I hope somebody has the answer. Thanks in advance!
In the contact record, click on the 3 dots … below the contact name and look for “Create a WhatsApp Message”.
Next, in the create message dialog box, it will ask you to select a template. Click that and you will be lead to your Meta account login, where all templates are stored in the Template Manager (the link provided above).
Choose a template and send from hubspot. When the recipient responds to this message, you can continue the conversation manually. However, keep in mind the 24 hr time limit to reply to messages. If you delay any more, you have to again send a template.
Hi @BMansour if you are still looking for a tool you can try 2Chat, it’s in the market place, you can connect your own number to use it (no need it to be a business number) and start the conversation with the customers or use it in your workflow
