HubSpot WhatsApp Integration. What are the possibilities?
Posted: Wed Dec 04, 2024 8:16 am
What is the most popular messaging app in the world? It's WhatsApp! It has over two billion active users, which means your customers are most likely among them. To reach them and gain an effective communication channel, it's worth using it. How can you do this without multiplying sources of information unnecessarily? The answer is to integrate WhatsApp with your HubSpot account.
This article will tell you everything you need to know about HubSpot and WhatsApp integration.
Key Features: What are the capabilities of HubSpot and WhatsApp integration?
HubSpot’s WhatsApp integration offers a set of features that can significantly impact the efficiency and quality of customer communications. The most important of these are:
Manage incoming WhatsApp messages in a shared inbox
All incoming WhatsApp messages are automatically routed to a shared inbox in HubSpot. This allows the entire team to easily monitor and respond to messages, minimizing the risk of missing important hungary business email list communications and ensuring faster responses to customer inquiries.
Tracking customer information with HubSpot CRM
HubSpot CRM lets you track all customer interactions from their records, including messages sent and received via WhatsApp. This gives marketing and customer service teams a complete picture of each customer’s communication history, making it easier to personalize and tailor future engagements.
WhatsApp message templates and personalization using HubSpot CRM data
You can create WhatsApp message templates in HubSpot. They can also be personalized with dynamic content from your CRM. This means that each message can include customer-specific data, such as name, purchase history, or preferences, which increases effectiveness and engagement.
Automatic sending of messages according to workflows
HubSpot lets you automate WhatsApp messages based on specific events or customer actions. Workflows let you automatically send messages reminding about abandoned carts, order confirmations, or special promotional offers.
You can also send and receive images, videos, and documents via WhatsApp.
How do I connect my HubSpot and WhatsApp accounts?
You can connect an existing WhatsApp Business account to HubSpot or create a new account during integration.
In your HubSpot account, click the settings icon in the top navigation bar.
In the left side menu, go to "Inbox" > "Inboxes".
Click "Connect Channel."
Select "WhatsApp".
Click "Continue with WhatsApp."
You'll be guided through the integration process depending on whether you already have a WhatsApp Business account or are looking to create one.
Once you connect your accounts, WhatsApp conversations will appear in the conversation list in your inbox, but HubSpot recommends creating a custom view to filter your WhatsApp conversations.
To create a custom view for WhatsApp messages:
In the lower left corner, click the "Actions" drop-down menu, then select "Create View."
In the right pane, enter “WhatsApp” as the channel name, then click “Next.”
In the "Filter Type" section, select "Conversation Properties."
In the search bar, type and select "Source."
Click the "is any of" drop-down menu, then search for and select "WhatsApp."
Click "Apply Filter" and then click "Create View."
Similarly, you can also receive WhatsApp messages in the Help Desk dashboard if you have at least Professional level Service Hub . For more information on how to create a view for WhatsApp in this tab, see this HubSpot knowledge base article .
This article will tell you everything you need to know about HubSpot and WhatsApp integration.
Key Features: What are the capabilities of HubSpot and WhatsApp integration?
HubSpot’s WhatsApp integration offers a set of features that can significantly impact the efficiency and quality of customer communications. The most important of these are:
Manage incoming WhatsApp messages in a shared inbox
All incoming WhatsApp messages are automatically routed to a shared inbox in HubSpot. This allows the entire team to easily monitor and respond to messages, minimizing the risk of missing important hungary business email list communications and ensuring faster responses to customer inquiries.
Tracking customer information with HubSpot CRM
HubSpot CRM lets you track all customer interactions from their records, including messages sent and received via WhatsApp. This gives marketing and customer service teams a complete picture of each customer’s communication history, making it easier to personalize and tailor future engagements.
WhatsApp message templates and personalization using HubSpot CRM data
You can create WhatsApp message templates in HubSpot. They can also be personalized with dynamic content from your CRM. This means that each message can include customer-specific data, such as name, purchase history, or preferences, which increases effectiveness and engagement.
Automatic sending of messages according to workflows
HubSpot lets you automate WhatsApp messages based on specific events or customer actions. Workflows let you automatically send messages reminding about abandoned carts, order confirmations, or special promotional offers.
You can also send and receive images, videos, and documents via WhatsApp.
How do I connect my HubSpot and WhatsApp accounts?
You can connect an existing WhatsApp Business account to HubSpot or create a new account during integration.
In your HubSpot account, click the settings icon in the top navigation bar.
In the left side menu, go to "Inbox" > "Inboxes".
Click "Connect Channel."
Select "WhatsApp".
Click "Continue with WhatsApp."
You'll be guided through the integration process depending on whether you already have a WhatsApp Business account or are looking to create one.
Once you connect your accounts, WhatsApp conversations will appear in the conversation list in your inbox, but HubSpot recommends creating a custom view to filter your WhatsApp conversations.
To create a custom view for WhatsApp messages:
In the lower left corner, click the "Actions" drop-down menu, then select "Create View."
In the right pane, enter “WhatsApp” as the channel name, then click “Next.”
In the "Filter Type" section, select "Conversation Properties."
In the search bar, type and select "Source."
Click the "is any of" drop-down menu, then search for and select "WhatsApp."
Click "Apply Filter" and then click "Create View."
Similarly, you can also receive WhatsApp messages in the Help Desk dashboard if you have at least Professional level Service Hub . For more information on how to create a view for WhatsApp in this tab, see this HubSpot knowledge base article .