Automatic WhatsApp replies in workflows [using Service Hub]

[NiloofarK]

Hi everyone 👋

Using Service Hub now. I'm wondering if it's possible to create a workflow that whenever I receive a WhatsApp message (event-based trigger), I send an automatic message with reply buttons.

Depending on what button the customer chooses, I'd want the workflow to branch out.

I'm stuck at the trigger. A trigger for inbound WhatsApp message doesn't appear in the list in the workflow.

Does anyone have a clue how to do this?

Many thanks!!

[Brenner · Accepted solution]

Hey all! 

@NiloofarK Can you confirm to me if when you receive whatsapp message, it is registred as a WhatsApp activity? 

We can think in a solution like that: 

Trigger: Activity is WhatsApp message AND [Add other property or filter to refine it]. 

About it: "[...] I receive a WhatsApp message (event-based trigger), I send an automatic message with reply buttons. Depending on what button the customer chooses, I'd want the workflow to branch out."

I've never ever used the WhatsApp HubSpot native application. So, I think there is no way to send a message with buttom. In this case, I recommend you, some softwares to do it.

Treble.Ia

Spread.Chat

[NiloofarK]

@Brenner Forgot to mention, HubSpot's WhatsApp integration does support messages with buttons but only if all the messages are the same type (all reply buttons or all link buttons). It doesn't support the WhatsApp's max 10 buttons though.

Thanks for the recommendations.

[NiloofarK]

Thanks so much @Brenner.

I'm considering HubSpot's native WhatsApp integration or a 3rd party that's a HubSpot-certified app and supports WhatsApp forms (Flows).

[PamCotton]

Hey @NiloofarK, thank you for posting in our Community.

You're right that currently, our HubSpot’s native workflows don’t include a trigger for inbound WhatsApp messages, which is why you're not seeing it. To achieve what you’re looking for, you might consider using a third-party tool like Twilio or Zapier to detect incoming WhatsApp messages and then trigger a workflow in HubSpot. From there, you can automate replies with buttons and set up branching based on the user’s choice.

I would highly recommend you to please post this idea at our ideas forum (here).

Our product team, who monitors the forum regularly, can read your specific use case and understand why this would be a useful functionality or change. It also helps other customers facing the same issue to advocate for its implementation on your behalf by upvoting on the thread as well.

To our top experts @Brenner and @TomM2 do you have any recommendations for @NiloofarK matter?

Thank you,

Pam

[NiloofarK]

Hi @PamCotton 
Thanks for your reply 🙂

So you mean if I'm using HubSpot's WhatsApp integration, I can use Zapier to detect the received message and trigger my HubSpot workflow that includes sending WhatsApp messages with reply buttons?

How can I branch out the workflow depending on the WhatsApp button customer chooses? HubSpot doesn't show "If button A is selected, then send message X with 7 buttons."