HubSpot & WhatsApp as part of omnichannel communication
Hi everyone,
I have the impression that integrating WhatsApp into HubSpot is interesting for situations where a client or user reaches out to us and ask for info, support etc. But I want to find out if this can also be used for omnichannel communications / campagning from us towards contact? Eg a person consents for updates and gives WA as preferred channel or one of several pref channels. How can that work with the 24h limit and the WA approved messaging templates? Also, if I integrate a WhatsApp message action in a HS workflow automation but the (consenting) person is outside the 24h window, how does that work? Does anyone have experiences with these kind of scenario's? Would be useful if HubSpot would do some demo video on that topic to.
While I haven’t personally worked with this exact setup, I’m happy to share how you can make WhatsApp work for omnichannel communication in HubSpot while managing the 24-hour messaging rule. Here's how you can approach it:
Connect WhatsApp to HubSpot: Start by linking your WhatsApp Business account through the Conversations Inbox.
Set Up and Use Message Templates:
Create templates in your WhatsApp Business account with a Call-to-Action (CTA) or Quick Reply button.
Submit them for approval, and once approved, they’ll sync with HubSpot.
Customize the templates with personalization tokens and add media if needed.
Collect and Manage Consent: Make sure your contacts have given clear consent to receive messages and track this in HubSpot.
Leverage Workflows: Use HubSpot workflows to automate messaging. The “Send WhatsApp Message” action allows you to send messages outside the 24-hour window with approved templates.
Navigate the 24-Hour Limit: Use approved templates to re-engage contacts outside the window, encouraging responses to reopen the conversation.
This setup should help you manage campaigns and maintain compliance effectively.
