WhatsApp Welcome Message

Service Hub Tips, Tricks & Best Practices
1

Hi all,

Does anyone have any clue on how to configure a WhatsApp welcome messages?

We have 2 WhatsApp numbers, one for Customer Service and other for Technical Support. Each of them has a corresponding channel. We would like to configure a personalized welcome message for each. I’ve already tried doing it through the Meta Business Console and the Meta for Developers Console, however it wasn’t successful.

Now, I’m trying to configure these messages through a workflow, however I haven’t find any trigger related to the customer starting a conversation with us through WhatsApp.

Really need some help!:sob:

Thank you in advance! :yellow_heart:

2

Hello @Mariale_Padilla, Happy Friday!

A welcome message itself depends on how exactly you are planning to implement it, if the idea is that the message gets sent whenever somebody messages your channel, it needs to be done through WhatsApp itself, using the greetings message feature.

To our top experts @danmoyle, @Aakar, and @tverdokhlib1, any recommendations for @Mariale_Padilla?

Thank you,

Pam

3

Hi Pam!

Happy Friday to you too :blush:

Thank you so much for your help.

You’re correct. We want to send an automatized message to any customer that starts a conversation with us through WhatsApp.

Actually, I chatted with an agent some days ago and he shared the same link. I explained to him that we are not making the configurations through a smartphone. As we have integrated WhatsApp with Hubspot, all the settings are being made through Meta Business Suite. He said that any adjustments should be done from the Meta side and that we should contact Meta support.

We were not satisfied with that answer, so today I had a meeting with our implementation partner. She explained that the WhatsApp-Hubspot integration does not allow to send these type of automatized messages. So, we have two options: (1) Buying services such as Treble’s or Atom’s (which were not in or budget​:downcast_face_with_sweat:) OR (2) Making some sort of app development on the Meta side and on the Hubspot site​:face_with_crossed_out_eyes:.

As an additional fact, we also try to make the configuration as a workflow, but there were no such triggers related to WhatsApp.

We were are trully worried, we didn’t thought it was going to be so complicated.

We really really hope that there is a simpler way to solve this.

Thanks in advance for your help.

Best regards,

4

We can’t do this once you’ve done the WhatsApp integration on Hubspot if i’m not mistaken?

5

Hey there @Mariale_Padilla and welcome to the Community.

Are the WhatsApp channels integrated into a Conversations Inbox in HubSpot? If they are, then you should be able to create a Conversations-based workflow based on channel, which in theory is only started when a WhatsApp message comes in as new. That’s where I’d start if it were me.

  • Set each WhatsApp number as its own conversations inbox
    • Customer Service
    • Techincal Support
  • Build a Conversations-based workflow
    • Base it on a new conversaiton in the specific inbox
    • Each welcome message can be customized & assigned

Hopefully that helps!

6

@danmoyle I don’t see an option to create a whatsapp message/welcome message as an action in the conversation workflow. How have you done this?

7

Hi @PamCotton , just supporting @Mariale_Padilla, this basic greeting feature is very important (to show responsiveness to inbound whatsapp message) and I would think it should be a relatively simple fix for your development team (other softwares can already do a simple autoreply greeting message).

8

This is really needed! Once you configure whatsapp with HubSpot you can no longer set automatic replay like a simple “our office hours are”.

9

This feature is currently available on Whatsapp Business only. You can set a greetings message for new customers. Also, if you are away, an away message can also be set up. For trying out different whatsapp mods, you may visit, Blue Whatsapp Plus.