BetaUse WhatsApp message templates in HubSpot

After creating a message template in Meta's WhatsApp Account Manager, you can review and personalize the synced templates directly in HubSpot. Templates created in your WhatsApp Business account are automatically synced with HubSpot, where you can customize them, use them in workflows, or send them to contacts via the record, conversations inbox, or help desk. 

You can also analyze template performance and track insights such as delivery, engagement, clicks, and messaging errors.

Please note: if you're a Super Admin, you can opt your account into the WhatsApp Home beta. 

Before you get started 

When your account is opted into the WhatsApp home beta, note the following changes:

• If an account is opted into the beta, existing WhatsApp templates will automatically create two templates, one per sending method:
  • Automated

• • CRM

• If you want to use the same message for a different sending method, clone the message and select the appropriate sending option.

• WhatsApp v2 message templates are not currently supported in the HubSpot mobile app. You will not be able to send WhatsApp messages via the mobile app.

Templates synced from Meta that include customization appear under WhatsApp messages. All other templates appear under Meta templates.

Limitations 

• HubSpot does not currently support syncing message templates that use a location header or flow button types.
• You cannot define custom default values for templates within your WhatsApp Business account. Instead, set a global default or add a fallback value. Learn more about creating default values for personalization tokens.
  
• Only contact and company personalization tokens are supported in WhatsApp template messages. Deal, ticket, and custom object tokens cannot be used.
• 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.

Please note: 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.

Insert template variables, components and configure external media

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:

• Template variables: while editing the body of your template, you can click Add variable below the text input box to insert a variable. This variable will appear as a numerical placeholder value (e.g., 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.
• External media: in supported sections of your template, such as the header or footer, you can select the type of media to include. After your template is approved and synced, you can choose the specific media file directly from your HubSpot files.

Use tracked URL buttons

Copy HubSpot tracking link

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, click WhatsApp.
3. Click the Tools tab.
4. Click Copy link.
   
   
   

Create a tracked URL button in Meta

1. In Meta, add a Visit Website button type.
2. Click the URL type dropdown menu and select Dynamic.
3. In the Website URL field, paste the branded or shared tracking link from WhatsApp. For example, https://thisisalink.com/hs/m
4. In the Add sample URL field, enter an example link. For example, https://thisisalink.com/hs/m/example
5. Save your template.

The template will automatically sync to HubSpot, where you can customize it and manage it.

Customize a WhatsApp message template in HubSpot 

1. In your HubSpot account, navigate to CRM > Message Templates.
2. Click Message Templates.
3. Click the WhatsApp tab.
4. In the upper right, click Create message.
5. In the right panel, enter your WhatsApp message name.
6. Click Create.
7. On the Meta templates page, view the templates synced from your connected WhatsApp Business Accounts. To select a template, click Use template.
8. On the Edit tab, customize the content you've included in your message template:
   • If you plan to include media in your template (e.g., an image in the header), you can insert the corresponding media type from your HubSpot files, or you can also upload a new document, image, or video.
   • To customize any template variables, click Personalize under the variable to map it to a personalization token. Each variable will appear in the order that you inserted them in your WhatsApp Business account. For example, the first template variable that appears as 1 in the body of your message template will be listed as Variable 1 in HubSpot.
   • If your template includes a Call to action button that prompts a user to visit your website, and you opted for a dynamic website URL, you can customize the final segment of the URL after the trailing backslash by entering a plain text value.
9. Click the Sending tab.
10. Click the How will you send this message dropdown menu and select an option:
    • Publish for automation: select this option to send messages using the workflows tool. 
    • Publish for CRM: select this to send messages from the record, conversations inbox, or help desk.
11. Once you're done editing your template, in the top right, click Review and publish.
12. In the right panel, click Publish message.
13. In the dialog box, click Publish message.

Send WhatsApp messages in HubSpot

After you've created and customized your template, you can send it to contacts who opt in using the workflows tool or from the contact record, conversations inbox, or help desk.

Send a WhatsApp message in a workflow

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:

1. In your HubSpot account, navigate to Automation > Workflows.
2. In the top right, click Create workflow, then select From scratch.
3. In the left panel, set your workflow enrollment triggers.
4. In the top right, click Next.
5. Click the + plus icon.
6. In the left panel, under Communications, select Send WhatsApp Message:
   • Click the Target Contact dropdown menu and select a contact option. 
   • Click the WhatsApp message dropdown menu and select a message. You can only select messages that were published for automation. 
   • Click the Sending phone number dropdown menu and select a phone number. You can only select a phone number which is on the same WhatsApp Business Account as the template being used. 
   • In the top right, click Save.
7. Continue editing your workflow, then click Review and turn on.

Send a WhatsApp message from the record timeline

To create a message directly from the record timeline:

1. Navigate to the home page of your associated records:
   • In your HubSpot account, navigate to CRM > Contacts.
   • In your HubSpot account, navigate to CRM > Companies.
   • In your HubSpot account, navigate to CRM > Deals.
   • In your HubSpot account, navigate to CRM > Tickets.
2. Click the name of a record.
3. In the left panel, click the WhatsApp icon. If the WhatsApp icon doesn't appear below the record name, click the ellipses icon, then select Create a WhatsApp message.

4. In the pop-up box, compose your message:
   • Click the From dropdown menu and select a connected WhatsApp phone number.
   • If the contact has not sent your business a WhatsApp message in the last 24 hours, you can only send a business-initiated message by selecting one of your message templates.

• • Click Send message.
  • Locate your template, then click Use template.
  • In the bottom right, click Send message.
  • You may be prompted to navigate to the conversations inbox to respond to messages if there's already an existing thread with the contact.

Send and respond to WhatsApp messages in the conversations inbox or help desk

You can start WhatsApp conversations directly within the conversations inbox.

Incoming WhatsApp messages will create a new thread in the conversations inbox or help desk and start a WhatsApp session. You and your team can respond to WhatsApp messages in the conversations inbox for the duration of the session.

WhatsApp sessions will be open for 24 hours after the last response from the contact. Once an existing WhatsApp session has closed you can reinitiate the thread by sending a template message to the contact. If the contact replies to your template message it will open a new 24 hour session during which you can send non-templated WhatsApp messages.

Manage WhatsApp messages

View all messages that have been created in HubSpot using synced WhatsApp templates. 

1. In your HubSpot account, navigate to CRM > Message Templates.
2. Click Message Templates.
3. Click the WhatsApp tab.
4. At the top of the page, click a view to filter templates by status:

• • All WhatsApp messages: all templates, regardless of their status. 
  • Drafts: templates that have not yet been published. 

• • Needs action: the template is unusable and requires action. For example, the template may have been deleted or changed in WhatsApp. 
  • Published: the template has been approved by WhatsApp and any personalization options have been specified.
  • Archived: templates that have been archived. 

5. At the top of the table, click the dropdown menus to filter your templates. You can also use quick or advanced filters. Learn more about filtering objects in HubSpot.
6. To edit a message, hover over it and click Edit. Learn more about customizing your template.
7. To duplicate a message, hover over it and click Clone. 
8. To view the message details, including where it's being used and its performance, click View details. 
9. To preview the message, click View message. 
10. To control who can access the template, click Manage access, select a sharing option, and click Save.
11. To archive the message, click Archive. In the dialog box, click Archive. 
12. To delete the message, click Delete. In the dialog box, click Delete. 

Learn more about adding and managing views in HubSpot. 

View synced WhatsApp templates 

1. In your HubSpot account, navigate to CRM > Message Templates.
2. Click Message Templates.
3. Click the WhatsApp tab.
4. In the upper right, click Meta templates.
5. To use the template, click Use template.
6. To view more information about the template, click View details.
   
   
   

Analyze WhatsApp messages

1. {{local.navTemplate
2. Click Message Templates.
3. Click the WhatsApp tab.
4. In the upper right, click Analyze.
5. To filter the dashboard, use the filters in the upper left. Once a filter is applied, it will be applied to all reports on the dashboard.
6. You can view the following reports:
   
   • Engagement overview: engagement statistics for WhatsApp messages. For example, the number of sends, deliveries, clicks, opens, and replies.
   • Delivery & engagement funnel: tracks WhatsApp message performance across delivery and engagement stages, showing message counts at each step.
   • Time series comparison: compare events per day, such the number of messages that were Sent, Delivered, Read etc.
   • Opt-outs over time: the number of contacts who chose to opt out of WhatsApp messaging over a given date range, alongside the total number of messages that were delivered.
   • Sending & Delivery failures: the number of WhatsApp messages that failed to send, along with the reason for each send failure.
   • Recipient locations: number of recipients delivered broken down by recipient phone number regions.
   • CRM, sends by user: the number of CRM WhatsApp messages sent by each user in your portal.