WhatsApp Integration – Missing Features Preventing Us from Going Fully Native

Service Hub Tickets & Conversations
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1

We are a SaaS company in the gastronomy industry, and for us, maintaining a personal touch in customer communication is essential. While we appreciate HubSpot’s WhatsApp integration, it lacks key native features that make conversations more engaging and natural, such as:

  • Replying to voice messages
  • Reacting to messages with emojis
  • Replying to specific messages within a chat

These features are crucial for us to provide a seamless customer experience. Unfortunately, because they are missing, we won’t be extending our subscription from Sales Hub to Marketing/Service Hub just to access the native integration. Instead, we’re forced to rely on a third-party WhatsApp provider, which is frustrating since we’d prefer to keep everything within HubSpot.

We’d love to see these features implemented so we can fully commit to using HubSpot’s native WhatsApp integration. Are there any plans to support this in the future?

2

Hey @MBrathova, happy Friday!

Thank you for sharing your feedback! I completely understand how these missing features impact your ability to provide a seamless customer experience.

Right now, HubSpot’s native WhatsApp integration doesn’t support voice message replies, emoji reactions, or threaded replies. I highly recommend that you post this idea on our ideas forum (here).

To our top experts @Brenner and @danmoyle do you have any other recommendations for @MBrathova matter?

Thank you,

Pam

3

Thanks @PamCotton - nothing to add to what you suggested in adding this as a feature request for @MBrathova. It’s not a communication channel I’m super familiar with or have seen workarounds for.