WhatsApp Templates and Workflows

Service Tickets & Conversations
1

Hi All,

Hope someone can help as getting slightly frustrated.

So we have set up a Business WhatsApp and after invetigating other 3rd party integrations we have decieded to go with HubSpot WhatsApp integration.

We have this set up as follows:

  1. New WhatsApp messages come through to Conversation > Inbox
  2. A ticket is created in the Support Pipeline under > WhatsApp ticket Stage.
  3. Templates have been set up with Meta to send Thanks for your messages etc…
  4. Workflow has been set up to send this out to customers

However.

This only works if the person has a contact record created with a number attached. I for example got the automated message back but many others testing this did not.

Is there a way that when a WhatsApp comes in we can create a Ticket with associated number and then automate the WhatsApp template

Or

Is this only possible if the incoming WhatsApp message already has an asscoaited number (In exactly the same format)

2

Hi @OllyLD,

Thank you for the inquiry.

I’d like to involve some of our experts in the conversation to review whether they have any suggestions for you or if they have encountered a similar case in their experience and how they resolved it.

Hi @danmoyle, @Josh, @Jnix284. Do any of you happen to have any suggestions for @OllyLD ?

Thank you all for your contributions.

Best regards,

Diana

3

@DianaGomez not sure if I can help, but have a few questions for @OllyLD that might help find the answer.

When the WhatsApp message comes through the inbox, is the phone number a visible property?

You mentioned your contact record already had a number attached, but others didn’t - could you add a step to the workflow before the template sends to copy the number from the inbox message to the contact phone number property?

Could you create the template from the workflow as a snippet that you could use directly in the inbox?

I haven’t used the WhatsApp integration yet - hopefully one of the others can help more!

4

To address the issue you’re facing with automated messages not being received by everyone, ensure that all contacts testing the integration have a contact record created with a number attached. This step is crucial for the workflow to function correctly.
Additionally, double-check your workflow settings to ensure they are configured correctly. You may also want to consider testing the integration with a few different contacts to see if the issue persists across all contacts or is specific to certain ones.
For more detailed instructions on how to integrate WhatsApp with your CRM, you can check out crm integration with whatsapp. Integrating WhatsApp with your CRM can greatly enhance your communication capabilities and streamline your customer interactions.

5

Exactly! Same issue I’m facing for new contacts that sends us a WhatsApp message, I can’t seem to trigger the workflows either.

Is there a way to create contact with WhatsApp number when we receive it in the inbox?

can’t send auto-replies when we receive new messages.

6

Hey @nayonayo77, thank you for sending us this information.

To our top experts @TomM2 and @Brenner any feedback?

Thank you,

Pam

7

Hello everyone,

I’m trying to send WhatsApp messages using a defined workflow, but I haven’t had any success. When I receive a message from my WhatsApp phone to HubSpot, it works, but the other way around does not. Do you have any suggestions?

I am using the free version of HubSpot.

8

Hey @LJosh, thank you for posting in our Community!

Since you’re using the free version of HubSpot, outbound WhatsApp messaging isn’t natively supported. You can receive messages, but sending them back via workflows requires a third-party integration like Twilio or Zapier.

I hope this information helps,

Pam