The WhatsApp-HubSpot integration enables seamless communication with your contacts and deals directly within HubSpot's interface. By using the embedded chat view, you can manage conversations, view chat history, and interact with contacts without switching platforms. This integration supports both contacts and deals, and shows both 1-to-1 and group chats, so you can see every conversation with a contact or a deal in one place.
You can start new chats, reply to existing conversations, manage images and attachments, add emojis, and track message reactions, edits, and deletions. The embedded view displays notes created via the Shared Inbox interface, allowing team members to stay informed and collaborate effectively. With these features, HubSpot users can stay organized and maintain smooth communication workflows within the CRM.
This guide explains how to use the WhatsApp-HubSpot integration to manage WhatsApp messages for contacts and deals.
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Prerequisites
TimelinesAI Account: An active TimelinesAI account is required.
TimelinesAI-HubSpot Integration: HubSpot must be connected to your TimelinesAI workspace. The workspace owner or an admin does this once for the whole team; this also installs the TimelinesAI app in your HubSpot account for all its users. See WhatsApp and HubSpot Integration on TimelinesAI.
WhatsApp Accounts: WhatsApp accounts must be connected to TimelinesAI.
Team access: each HubSpot user who wants to use the chat view needs a TimelinesAI user in the connected workspace, with the same email as their HubSpot user. They don't need to connect HubSpot themselves. A workspace admin can invite them, or they can request access from the TimelinesAI app's Settings page in HubSpot. See TimelinesAI app settings in HubSpot.
User Permissions: Proper user permissions must be configured in both HubSpot and TimelinesAI. For more information refer to the document Roles and Permissions on TimelinesAI
Phone Number: the Contact must have a number in at least one of these fields: Phone Number, Mobile Phone Number, Fax or WhatsApp Phone Number. A number kept only in a custom field you created is not read yet.
Important: if a teammate's email in HubSpot is different from their email in TimelinesAI, TimelinesAI can't recognise them, and they will be asked to sign in or request access even though they are already on your team. Contact our support team in live chat and we'll update the email on their TimelinesAI user so the two match.
Configuring the WhatsApp Chat View on HubSpot
After successfully integrating WhatsApp with HubSpot, you can view the chat directly in HubSpot's interface. The chat view will appear at the bottom of the right sidebar in your Contacts and Deals sections. If you prefer a different layout, you have the option to rearrange the sidebar cards to position the WhatsApp chat view where it is most convenient for you (see how to add or move the card).
To learn how to rearrange the sidebar cards and position the WhatsApp chat view, watch the 📺 Interactive Demo: Configuring the WhatsApp Chat View on HubSpot.
Reply or Start a new chat from HubSpot Contacts
This allows users to easily reply to existing chats or start a new conversation with a contact directly from HubSpot. Users can view chat history, send new messages, and choose their WhatsApp account by selecting the contact.
The Live WhatsApp Chat card shows Chat with the contact when the Contact has a number in Phone Number, Mobile Phone Number, Fax or WhatsApp Phone Number. The chat view then finds the chats for every one of those numbers. If all four fields are empty, the card shows Missing Phone number instead.
To learn more about how this functionality works, watch the 📺 Interactive Demo: Reply or start new chat from the Hubspot.
Multiple Chats with the Same Contact
If you have multiple chats with the same contact, all conversations will be displayed in one place. This feature is especially useful when multiple WhatsApp accounts are connected in TimelinesAI, allowing you to easily review previous messages, see the latest updates, and reply directly, with all chats organized in one display and context
It helps you stay organized, ensures you don't miss any important details from the contact, and highlights the added value of this feature in scenarios where multiple sales agents are working in parallel, making it easier to synchronize their communication efforts.
Group Chats with a Contact
The chat view also shows the WhatsApp group chats that the Contact's phone number is a member of, alongside their 1-to-1 chats. Group chats are marked with a group icon. If the Contact has several phone numbers in the same group, the group is shown once.
Reply and Start a New Chat from HubSpot Deals
Open a Deal and click Chat with associated contacts in the Live WhatsApp Chat card. The chat view shows the 1-to-1 and group chats of every Contact associated with the Deal. A chat shared by several of those Contacts is shown once. You can reply to any of them, or start a new chat with one of the Contacts and choose which WhatsApp account to use. If none of the Contacts have chats, you'll see We could not find any existing chats.
To learn more about how this functionality works, watch the 📺 Interactive Demo: Reply and Start a New Chat from HubSpot Deals.
Multiple Contacts Associated with the Same Deal
If you have one deal with multiple contacts associated, you can view all conversations related to the deal in one place. To start a chat with a specific contact, simply select the contact you wish to communicate with to ensure your message reaches the right person. This helps you track messages from all contacts, respond to each appropriately, and stay organized.
Group Members in the Chat Header
When you open a group chat, the header shows how many members the group has, for example 5 members. Click it to see each member's name, phone number and role (admin or member). The list is collapsed by default.
Managing Images and Attachments in Embedded Chat View
In the embedded view, you can easily share files and manage images or attachments. You can add files to your messages, view shared images and attachments directly in the chat, and download them when needed. Images can also be opened in a larger size to see more details. This keeps everything simple and convenient without needing to leave the chat.
Adding Emojis to Your Messages
You can add a more personalized touch to your message by inserting an emoji into the chat. Simply click the emoji icon in the chat input area, choose the emoji you want to use, and it will be added to your message before sending it.
Viewing Reactions in the Embedded Chat View
Reactions added to messages from a WhatsApp account can be viewed directly in the embedded chat view. This ensures that all interactions, including reactions, are visible within the chat for better context and understanding.
Edited Message in Embed Chat View
When someone edits a message in WhatsApp, it will still appear in the embed view with a remark indicating the message was edited and the edit timestamp. This ensures full visibility of message updates within the chat.
Deleted Message in Embed Chat View
When someone deletes a message from their WhatsApp, it will still appear in the embedded view with a remark stating "Deleted by sender" and the deletion timestamp. This ensures you can keep track of all interactions, even if a message has been removed
Notes in the Embedded Chat View
The embedded view displays notes created in TimelinesAI via the Shared Inbox interface. These notes will appear clearly in the HubSpot embed view, highlighted for easy visibility. They can be used for team updates, reminders, or important contexts, helping to keep everyone informed and improving collaboration. Note creation within the embedded view is not yet supported.
Template Support in Embedded Chat View
The embedded chat view now supports an efficient way to select and use pre-configured templates. By typing "/" in an empty text area, users can access a menu displaying available templates tailored to their profile. This feature ensures personalized and quick access to templates, improving communication speed and reducing repetitive tasks.
For templates that include file attachments, these files are now displayed seamlessly within the message, making it easier to share resources and maintain clarity. While template variables are not yet supported, this capability is set to arrive soon, offering even more customization options.
Templates variables are not supported yet in HubSpot. Coming soon!
Automatic RTL (Right-to-Left) Support
The embedded chat view now automatically detects and aligns text written in RTL languages such as Arabic, Hebrew, Farsi, and Urdu. This feature provides a smoother experience for users of these languages, ensuring text alignment feels natural both during composition and display.
