HubSpot Ideas

TSharma23

Support Inbound WhatsApp Conversations in HubSpot Chatflows and Auto-Upsert Contacts

It would greatly improve our WhatsApp integration if HubSpot could automatically capture any user-initiated WhatsApp message—whether from the embedded chat widget or direct WhatsApp app—and:

  1. Auto-upsert contacts by phone number when a new user messages for the first time.

  2. Log inbound messages on the contact’s timeline and surface them in the Conversations inbox without manual copy-paste.

  3. Trigger workflows (opt-in, welcome series, unsubscribe handling, qualification flows, etc.) based on the inbound message or detected keywords.

  4. Allow chatflows to ask for custom fields (name, email, phone) directly in-chat, mapping replies back to HubSpot contact properties as part of the chatflow builder (no external middleware required).

Use Case:
We’ve connected our WhatsApp Business number and can send approved HSM templates outbound via workflows, but we cannot yet:

  • Automatically create a new contact when an unrecognized number messages us.

  • Sync their replies into HubSpot without manual record edits.

  • Drive post-reply logic in chatflows based on those messages or property updates.

Adding first-class support for inbound message capture, contact upsert, and chatflow-driven data collection would close the loop on the entire WhatsApp customer journey, reduce manual work, and let us build fully conversational lead-capture forms inside WhatsApp.

Benefit to HubSpot Community:
Many customers use WhatsApp as a primary support and sales channel. Native inbound sync and chatflow data collection would:

  • Eliminate middleware complexity.

  • Surface customer conversations in HubSpot automatically.

  • Unlock powerful workflow triggers on live inbound messages.

  • Reduce friction when building multi-step conversational forms.

Please let me know if there’s any additional context I can share—and thanks for considering this enhancement!