I’m using an Inbox with connected Whatsapp channel to provide another means for customers to contact our concierge teams. We don’t get many messages but when we do, they are important and everyone needs to know, even if it’s a follow up message to a conversation.
I have a workflow that triggers to notify everyone in the team when a new conversation is created via that channel, however I can’t find a trigger to cause a notification to be delivered if there is a further message in the conversation - only the conversation owner gets notified, which may not be any good for response times in certain circumstances (e.g. if the conversation owner is away from their desk or out on a job).
Could anyone suggest a suitable re-enrolment trigger? I’ve tried “Last message is known” or “Last message received date is known” but that doesn’t seem to cause the re-enrolment to occur.
Hi @TM-OML, I’m not sure how you currently have it set up, but this is how it should work.
Using Property value changed for Last message received date should be the right way to trigger the workflow here.
That is how it is set up… however it isn’t triggering… I wonder if it’s because it’s a Whatsapp? The workflow is set to trigger when a new message comes in and starts and new conversation (which works) or a message comes in and adds to an existing conversation (which doesnt)
@TM-OML, looking at the screenshot, I think the issue might be the property being used here.
You currently have it set to Last response date that property updates based on the last reply from your side, not the customer’s incoming message.
For an incoming WhatsApp message, you’d want to use Last message received date instead.
Thank you - changing it to that property has fixed it.
Hey @TM-OML,
Thanks for posting in the Community!
Based on our knowledge base article on managing user notifications, it appears that what you’re describing is the product working as-desgined. With that said, I’d like to tag in a few Community experts to see if they’re aware of any workarounds that would allow you to notify all of your team members.
@karstenkoehler, @Josh, and @RomyFuchs1 - are any of you aware of best practices here?
Shane, Senior Community Moderator
This is exactly the issue we ran into too. The native WhatsApp integration in HubSpot does not support property-change-based triggers for outbound messages — the workflow actions available are read-only or conversation-based.
We built an app specifically for this use case: it listens to HubSpot contact property changes via webhook and fires WhatsApp Business API template messages automatically. No Zapier needed, no conversation-based workflow workaround.
Setup is OAuth-based and takes about 5 minutes. Currently looking for a few early users to test it before the marketplace listing goes live — free access, just honest feedback in return.
If this matches what you are trying to do, happy to get you set up.
