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

[TSharma23]

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!