We’d like to set up an auto-reply through WhatsApp, so that the person sending a message has the option to directly log a support ticket.
I’ve set up our WhatsApp number in HubSpot and Meta Business Suite and tested it to be working correctly.
I’m struggling to implement the auto-reply message. Documentation and guides from Meta aren’t helping much - they’re a bit too complicated for me to fully understand.
We also can’t afford a third-party app at this stage.
Does somebody have a useful solution, guide or assistance for me so that we can optimise our WhatsApp communication process?
Hi @JVolschenk
Unfortunetly this is not possible with the current HubSpot <> WhatsApp integration. I recently implemented this integration for a client and they share your frustration, with many others too as you can see from this previous community thread.
You can set-up templates in Meta that can be quickly sent using the Inbox tool, but this would be manual. You can also automate WhatsApp templates from workflows. However you can’t trigger a workflow on WhatsApp message received, but can be triggered on form submissions, property updates etc.
Please let me know if you have any additional questions.
Kind regards,
If my reply was useful and helped answer your question, please mark it as a solution to help the community!
Hi Matt,
May I suggest a solution that allows advanced WhatsApp automation on HubSpot?
If you need a sequence of WhatsApp messages to trigger via inbound messages or if you need to automate back-and-forth communications like lead qualification, answering FAQs, lead nurting, consider using Rasayel. It’s a HubSpot-certified app with a deep WhatsApp-HubSpot integration. HubSpot Marketplace
You don’t need any coding to create the automation. It’s entirely drag and drop.
You can also create message templates, send them to Meta for approval from within HubSpot. It’s AI-assisted and takes less than 6 minutes from when you make the template to having it sent to the customer. Here’s the video of it: https://www.linkedin.com/posts/activity-7226554584662433793-7D6f?utm_source=share&utm_medium=member_desktop
You can contact me here or on LinkedIn at Niloofar K if you have any questions 
Happy WhatsApping!
Hi @JVolschenk - I can see a few things going on here, so let me try to help with each.
For auto-replies within the native integration: HubSpot does not support triggering a workflow from an inbound WhatsApp message, so a true auto-reply is not possible through workflows. However, there are two things you can do without any third-party app:
- In your HubSpot Inbox settings, you can set up an “away message” for your WhatsApp channel that sends a simple auto-response when someone messages you outside business hours. Go to Settings > Inbox > your WhatsApp channel > Automation.
- You can also configure automatic ticket creation from incoming WhatsApp conversations in the same Inbox settings area. This means every WhatsApp message automatically creates a support ticket without anyone needing to do it manually.
For the Meta documentation side: the key thing to understand is that HubSpot handles the WhatsApp Cloud API connection for you. You do not need to configure webhooks, API endpoints, or message handling in Meta directly. The main thing you need in Meta Business Suite is to create and get approval for your message templates (the pre-approved messages HubSpot can send proactively).
If your needs grow beyond simple auto-acknowledgements and you eventually want to collect structured information from customers via WhatsApp (intake forms, feedback, qualification questions), Flowella is a HubSpot marketplace app that does this with a free trial: https://ecosystem.hubspot.com/marketplace/apps/flowella-whatsapp-forms-integration
But for your immediate need (auto-reply + ticket creation), the native Inbox settings should get you most of the way there.
