Hi team,
Would it be possible to add reporting for WhatsApp automations just like we have for the other channels like emails and landing pages in order to track customer journeys for marketing and service?
Hi @Petrumarie
Are you referring to HubSpot’s native WhatsApp integration or WhatsApp-HubSpot 3rd party app?
@NiloofarK yes native integration to be able to report on workflow perfromance and where drop offs, clicks etc. occur
@Petrumarie I don’t think that’s possible with HubSpot’s native WhatsApp integration. If you want to send whatsapp notifications and reminders, HubSpot’s native WhatsApp integration is suitable. But if you need something more complex, such as a flow with messages with up to 10 buttons that branch out depending on the customers’ answers and assign a team or an agent to the customer at the end, you should use a HubSpot app partner.
I know one app partner that lets you create such flows and shows you the percentage and number of people that clicked on each button of the flow, giving you insight into where the customers drop off etc.
What other needs do you have in your WhatsApp flows? I could recommend an app better if I know all of your needs.
Hi @Petrumarie - completely agree, the gap between email reporting and WhatsApp reporting in HubSpot is frustrating.
To set expectations on what is available natively: Meta provides basic delivery metrics (sent, delivered, read, failed) through the WhatsApp Business Manager, but HubSpot does not surface these in its reporting tools. So you can check delivery status in Meta, but you cannot build HubSpot dashboards or workflow reports around WhatsApp engagement the way you can with email.
For click tracking, there is a partial workaround: if your WhatsApp templates include links, you can use HubSpot tracking URLs so that clicks are captured on the contact timeline. This gives you some visibility but it is manual to set up and does not give you the at-a-glance campaign view you get with email.
One approach that gives you more complete reporting is to move from plain template messages to structured WhatsApp Flows. If you use Flowella to send WhatsApp Flows (guided forms rather than simple text messages), the responses come back into HubSpot as form submissions. That means you can report on completion rates, specific field values, and downstream workflow conversions using HubSpot’s standard reporting tools. It is not the same as native WhatsApp engagement metrics, but it gives you actionable data on who completed the Flow and what they answered - which is often more useful than knowing a message was read.
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