Responding to WhatsApp Messages Outside of HubSpot

Service Hub
1

I have a client who has two contradictory requirements, unless I’m mistaken:

  • On one hand, they would like WhatsApp to be a channel in their enterprise-level service hub to permit them to receive and send WhatsApp chats to and from their clients.
  • At the same time, they want their customer service team to continue communicating with the same clients on their mobile phones.
  • At this point, it seems clear that HubSpot’s mobile application does not support a WhatsApp channel.
  • It appears that when they have a WhatsApp channel connected to their conversation inbox, they can continue to communicate on their mobile devices.

My question is:

Is there any alternative that would enable them to use the Enterprise-level Service Hub WhatsApp channel and still continue those WhatsApp conversations on their mobile devices? Or am I correct in assuming that that possibility is only available if they use the inbox conversations as their customer service WhatsApp channel?

2

I think the key distinction is whether they want to use the HubSpot mobile app or the WhatsApp Business app.

The WhatsApp channel can be managed through HubSpot’s Inbox, including from the HubSpot mobile app. But if they want to continue using the WhatsApp Business app with the same number, WhatsApp Coexistence may be the option worth looking into.

3

Hi @YoelBA-GDS, Your assumption is correct, and it’s confirmed in HubSpot’s own docs: once you connect WhatsApp as a channel to the conversations inbox, that number’s messages stop appearing in the native WhatsApp mobile/web app entirely, they only show up in HubSpot’s conversations inbox from then on. There’s no way to keep both simultaneously on the same number.

The workaround if they want to keep responding from personal phones: reply from the HubSpot mobile app’s Conversations inbox instead of the WhatsApp app itself, since that’s supported, or use a second, separate WhatsApp Business number for the team’s mobile use if they truly need both channels active at once.

4

Thanks for the confirmation. Someone mentioned a relatively new WhatsApp feature " WhatsApp Coexistence". Not yet clear to me how this might help but it sounds interesting in any event.

5

Good, WhatsApp Coexistence lets the same number run on both the WhatsApp Business App and HubSpot’s inbox at once, so your client’s team can keep messaging from their phones AND have it sync into HubSpot’s conversation inbox, no more choosing one or the other. HubSpot has already added native support for it you connect it under Inbox > WhatsApp > Connect WhatsApp number, using the coexistence flow. Worth noting: past conversations from the last 180 days get imported automatically, though media messages won’t backfill, they’ll show as placeholders, and voice notes can only be received in HubSpot, not sent from there. This is worth updating your setup with.

6

I hear you but still do not understand. A

With this new feature are you saying that a team response to an Inbox Conversation will also be added to a HubSpot Service Hub Help Desk ticket if the same WhatsApp number is associated as a Communication Channel to both the Help Desk and Conversation Inbox?

But even if true - the team will still not be able to respond to a WhatsApp number associated with the Service Hub Help Desk in the HubSpot Mobile Application.