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Last updated: November 14, 2023
After you connect a WhatsApp Business account as a channel in the conversations inbox, you can personalize and send WhatsApp message templates to WhatsApp users who engage with your brand.
Any templates you create in your WhatsApp Business account will be synced with your HubSpot account, where you can customize them to be used in a workflow or in a closed message thread in the conversations inbox. You must get verifiable opt-in consent to send a message via a contact-based workflow. Learn more about how to collect opt-in consent for your WhatsApp conversations.
Please note: HubSpot does not currently support syncing message templates that use a location header or include multiple button types (e.g., a call to action and a quick reply in the same template).
A WhatsApp template is a pre-defined message that you must first create in your WhatsApp Business account. You can then customize and use the template in HubSpot to connect with your audience once they've opted in to receive WhatsApp messages from your business. Learn more about to create WhatsApp message templates by logging into your Facebook account and check out this article in Meta's Business Help Center.
As you design your template, you can insert variables that you can later personalize in your HubSpot account. Some template sections, such as a header, can also be customized to include external media from your HubSpot files once the template syncs with your HubSpot account. All templates must be submitted for approval by WhatsApp before they can be sent to a contact.
As you edit your template in your WhatsApp Business account, you can insert variables and specify any external media included in your template, which you can later customize in your HubSpot account:
1), until it's later replaced with dynamic content from your HubSpot account. After you publish your template and it syncs with your HubSpot account, you can customize the dynamic content of the variable using contact or company personalization tokens.
WhatsApp message templates must be classified as one of the following categories:
If your message template does not fall into one of the above categories, it's likely to be rejected by WhatsApp's moderation team and cannot be used in HubSpot. If your template includes a section with external media, it's also highly recommended that you add sample content to help WhatsApp's approval team understand what kind of message you plan to send.
After you create your message template in WhatsApp, you can review and personalize your synced message templates directly in HubSpot.
Please note: WhatsApp sample templates (e.g., sample_purchase_feedback, sample_issue_resolution, sample_shipping_confirmation, etc.) are automatically generated by WhatsApp and will not sync to HubSpot. HubSpot will only sync templates that you or another user in your account created in your WhatsApp Business account.
If you added variables to your template, add or edit the personalization for each variable:
1in the body of your message template will be listed as Variable 1 in HubSpot.
Once you've finished customized your template's variables, external media, and links, the template's status will switch to Ready to use. You can then use the template in the conversations inbox or to re-engage with a contact in a workflow after the initial 24 hour session has closed.
After you've created and customized your template, you can send it to contacts who opt in using the workflows tool. To learn more about collecting and managing consent for WhatsApp conversations, check out this article.
To configure a contact-based workflow that sends a WhatsApp message: