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Connect HubSpot to WhatsApp Business

Many customers would rather send a WhatsApp message than fill in a form or answer an email, but the conversation still needs to end up in HubSpot. Connect the two so WhatsApp enquiries, payments and call follow-ups land on the right contact or deal, and your reps hear about hot leads on the channel they already check.
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Ideas

What you can do with HubSpot and WhatsApp Business

Lead qualification, call summaries, payment logging and welcome messages, with HubSpot kept up to date from WhatsApp. These are ready-made starting points. Anything else you can describe works too.
The moment it happensAI

Get call summaries in HubSpot and on WhatsApp

After every sales call, a short summary with next steps is saved on the HubSpot contact and sent to the rep on WhatsApp.

See how it works
The moment it happensAI

Qualify WhatsApp enquiries into HubSpot

People who message your WhatsApp number are asked the right questions, saved in HubSpot with a score, and hot leads are posted to #sales.

See how it works
The moment it happensAI

Log invoice photos from WhatsApp on HubSpot deals

When a customer sends a photo of an invoice or receipt on WhatsApp, its number, amount and date are recorded on their HubSpot deal and they get a confirmation.

See how it works
The moment it happensAI

Welcome hot leads on WhatsApp the moment they sign up

New leads from your form are scored and saved in HubSpot, and the hot ones get a WhatsApp welcome straight away with a heads-up in #sales.

See how it works Your own logic

Any other automation you can describe in words

Your own rules, schedule and AI steps with HubSpot and WhatsApp Business, plus any other app. Describe it and your assistant builds it.

See how to build your own

Build your own

Build any HubSpot and WhatsApp Business automation you can describe

The ideas above are ready-made starting points, not a fixed list. Describe what should happen between HubSpot and WhatsApp Business in your own words, with your conditions, other apps or an AI step, and your assistant writes it, tests it and runs it on ClickRuntime.

  • Your own rules

    Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.

  • Any number of apps

    One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.

  • AI where it helps

    Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.

  • On a schedule or on each event

    Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

For example, ask your assistant

When a WhatsApp message arrives, use AI to classify it as sales, support or spam, log it in HubSpot, and create a task for the contact owner only for sales.

Every evening, send the owner of each HubSpot contact a list of WhatsApp chats from today that got no reply.

Use cases

Why people connect HubSpot and WhatsApp Business

How the two apps work together

  • Incoming WhatsApp messages reach ClickRuntime instantly through the WhatsApp Business Platform webhook and are logged in HubSpot.
  • ClickRuntime checks HubSpot every few minutes for deals or contacts that need a WhatsApp message and sends it.
  • Contacts are matched by phone number in international format.

  • Log WhatsApp chats in HubSpot

    Sales and support teams talk to customers on WhatsApp. Each conversation is logged on the HubSpot contact so the history is shared.

  • Create contacts from new chats

    Shops and service businesses get leads on WhatsApp. A first message from an unknown number creates a HubSpot contact.

  • Follow-ups with approved templates

    When a deal stalls, a WhatsApp template message can go to the contact. This follows WhatsApp's rules for messaging outside an open conversation.

  • Booking and order confirmations

    Service teams confirm bookings tracked in HubSpot over WhatsApp. Many customers read WhatsApp more reliably than email.

More apps

HubSpot, WhatsApp Business and other apps in one automation

An automation isn't limited to two apps. Add the next step in another app and it runs as part of the same automation.

New WhatsApp leads to HubSpot and Slack

When a new number messages us on WhatsApp, create a HubSpot contact and post the first message in #sales on Slack.

WhatsApp booking confirmations

When a booking event is added to Google Calendar for a HubSpot contact, send them a WhatsApp confirmation template with the time.

Payment reminders by WhatsApp

When a Stripe invoice is overdue, find the HubSpot contact and send a WhatsApp payment reminder template.

Setup

Connect HubSpot and WhatsApp Business once

Every idea on this page uses the same two connections, so you set them up once. If one is missing, your assistant tells you and links to the right place.

HubSpot

CRM / Marketing

  1. In HubSpot, go to Development, then Keys, then Service keys, and create a service key. Or go to Development, then Legacy apps, and create a private legacy app.
  2. Add the scopes your automations need, such as crm.objects.contacts.read, crm.objects.contacts.write and crm.objects.deals.read.
  3. Copy the key, or for a private app open the Auth tab, choose Show token and copy it.
  4. In the ClickRuntime dashboard, open Connections & secrets and save the token as a secret for HubSpot. It is sent as a Bearer token.

WhatsApp Business

Messaging

  1. At developers.facebook.com/apps, create a Business app and add the WhatsApp product to it.
  2. In business.facebook.com, open Business Settings, go to System users and add one. Assign it the app with Manage app and your WhatsApp account with Manage WhatsApp Business accounts.
  3. Generate a token for that system user, select the app and add business_management, whatsapp_business_messaging and whatsapp_business_management, then copy it.
  4. Under WhatsApp, API Setup, note your Phone Number ID and WhatsApp Business Account ID.
  5. In the ClickRuntime dashboard, open Connections & secrets and save the token as a secret for WhatsApp Business, along with the two IDs.

FAQ

Questions about connecting HubSpot and WhatsApp Business

Which WhatsApp account do I need?
A WhatsApp Business account on Meta's Cloud API, with a phone number ID and an access token. You save the token as a secret in your ClickRuntime dashboard. The regular WhatsApp Business phone app on its own can't be connected.
How are WhatsApp chats matched to HubSpot contacts?
By phone number. WhatsApp tells us the sender's number with its country code, and the automation looks for a HubSpot contact with that phone number, creating one if there isn't a match. Store phone numbers in HubSpot with the country code (for example +44...) for the best results.
Can it message people who haven't written to us first?
Yes, but WhatsApp only allows that with a message template that Meta has approved. Inside 24 hours of the customer's last message you can reply freely; outside it, automations such as welcome messages use your approved template.
Will customers know they're talking to an automation?
Only if you tell them. Replies come from your business number, and you write the wording and tone. Most businesses say so in the first reply and offer a way to reach a person.
Can it reply automatically?
Yes, within WhatsApp's 24-hour customer service window, and with approved templates outside it.
Can it log photos and files?
It can log that a photo or file was sent and save a link or copy, depending on what you ask.
Does it post old conversations into HubSpot?
No. It logs messages that arrive after setup.

Related pages

Keep exploring

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