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 a TimelinesAI workspace Owner or an Admin who 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 (https://help.timelines.ai/en/article/whatsapp-and-hubspot-integration-on-timelinesai-1wy0z90/)
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.