The HubSpot Integration that TimelinesAI provides will allow you to send WhatsApp messages from Deals and Contacts. In this article, we'll talk about this feature and how you and your team can effectively configure and use it.

Getting Started: HubSpot Integration on TimelinesAI

First, you must connect TimelinesAI with HubSpot. This integration must be done by TimelinesAI workspace Owner or an Admin that is also an admin user in your HubSpot organization with at least the following permissions:
Contacts - View / Edit (All contacts)
Deals - View / Edit (All deals)
Account Access
Automation - Workflows View / Edit

This is required to ensure that there won't be any visibility and/or permission limitations.

You can set up the HubSpot Integration on TimelinesAI by referring to this article: WhatsApp and HubSpot Integration on TimelinesAI

Configuring the WhatsApp Chat View on HubSpot

Now that you have an active integration, you may go to HubSpot and check the chat view. You may find it at the bottom of the right sidebar in your Contacts and Deals on HubSpot.

However, you may want to rearrange your HubSpot sidebar cards (record), to place this chat view in a more convenient position. To do so, please follow these steps:

Open a Contact or a Deal on HubSpot
Select "Customize Record" at the top:



Click on "Default View":



You'll be taken to a section where you can edit the entire layout of your Contact or Deal Records. Refer to the right sidebar and scroll to the bottom of that list, and you'll see the following option:



Make sure to drag the card "Live WhatsApp chat" and drop it in any position that you see fit within your right sidebar
Click on "Save and exit" button at the top-right corner once you are done

Note: This process must be done for both, Contacts and Deals

How does the WhatsApp Chat View work?

Start New Chats

If you don't have an existing WhatsApp chat with a Contact, you can start a new WhatsApp conversation by opening a Deal or a Contact on HubSpot:



Click on "Start new Chat"
"Chat with": This option will allow you to select the contact's Phone number (multiple selections will be available in case of a Deal that is associated with multiple Contacts)
"Chat from": This drop-down provides you with the connected WhatsApp accounts that you have on TimelinesAI, so you can select one of them to use it as the sender. Visibility of WhatsApp accounts, besides your own, depends on your role within the TimelinesAI workspace ( we'll provide more details about this below).

Continue with your Existing Chats

If you start a new chat or, if you already have existing chats with contacts, you'll be able to see the entire chat history synced from TimelinesAI:



You'll be able to see the contact's name, phone number, and profile picture
The Chat ID will always show up below the phone number
You'll be able to send emojis and attachments

Everything that's sent from this chat view will sync on HubSpot and will be synced to TimelinesAI and WhatsApp.

Workspace Roles for the Chat View on HubSpot

A team member's role in the TimelinesAI workspace will define the actions that they can perform with this chat view on HubSpot. We provide detailed information about each specific role on TimelinesAI here: Roles for Managing your Shared Inbox on TimelinesAI

But in general terms, your team will have the following access:

Roles	Can Use Their Own WhatsApp Account	Can Use Others' WhatsApp Accounts	Can See Chats From Other Team Members
Owner	✔	✔	✔
Admin	✔	✔	✔
Teammate	✔	✔	✔
Agent	✔	X	X
Collaborator	X	X	X

However, please note the following:
The roles above only affect the WhatsApp chat view and won't limit their visibility and/or permission settings on HubSpot, whenever they review a Deal or Contact

WhatsApp Chat View for Your Team Members

You may ask your team members on HubSpot to join your team on TimelinesAI. This will allow them to use the chat view on HubSpot as expected, based on their respective roles.

Note:
This process is meant for team members to have access to the WhatsApp chat view.
However, if they don't connect their personal HubSpot account, TimelinesAI will still sync their chats, given that this depends on the master connection that we covered in at the beginning of this article.

Step #1: Invite your team members to join your TimelinesAI workspace

You must get their email addresses; the exact same ones they use on HubSpot, so you can then send them an invitation from TimelinesAI. The steps on how to invite team members to join your TimelinesAI workspace are shared in this article: Invite a New Team Member to Join Your Workspace

Step #2: Allow them to connect their own HubSpot accounts to TimelinesAI

Now that they have joined you on TimelinesAI, you may ask them to go to the HubSpot Integration section on TimelinesAI. They'll see the following:



They'll need to click on the "Connect only for me" button and they'll be taken to a page where they can select the HubSpot organization account they need to connect.

Once they do, a HubSpot Authorization page will show up informing them about the HubSpot information we'll work with; they'll just need to complete the process by clicking on "Connect App".

We'll take them back to the HubSpot Integration section on TimelinesAI, confirming that they have completed this process.

And that's it! Your team members will now be able to use the chat view on HubSpot to send and receive WhatsApp messages.

Updated on: 10/12/2024