Connect WhatsApp to Hubspot Help Desk

Using Hubspot with WhatsApp lets your support team manage customer messages directly in the help desk, assign conversations, and reply faster from a unified inbox.

This guide walks you through how to connect a WhatsApp Business account as a channel in the help desk workspace, the permissions you need, and what to expect after setup.

Before you connect WhatsApp to Hubspot

Before adding WhatsApp as a new channel, verify you meet all requirements and understand how billing and workspaces work.

Hubspot workspace and user access requirements

To connect WhatsApp, you must have:

• A paid Service Hub seat or the appropriate access to the help desk workspace in Hubspot.
• Permission to edit inbox channels or help desk settings.
• Access to the correct workspace if your account uses multiple workspaces.

Only users with the required access can complete the connection flow and manage the new messaging channel.

WhatsApp Business and Meta prerequisites

You also need:

• A valid WhatsApp Business account that you can authenticate with Meta.
• Permission to manage the WhatsApp Business profile for the number you plan to connect.
• A supported number that can receive and send WhatsApp messages via the Meta channel integration.

During setup, you will authenticate your WhatsApp Business account through Meta, so be ready with login details and verification methods.

How to connect WhatsApp in the Hubspot help desk

Once prerequisites are in place, you can connect your WhatsApp Business account as a new messaging channel in the help desk workspace.

Step 1: Open help desk channel settings in Hubspot

1. Sign in to your Hubspot account.
2. Navigate to the help desk workspace from the main navigation.
3. Open the workspace settings for channels or inbox configuration.
4. Select the option to connect a new channel or messaging source.

In many accounts, this is labelled as connecting an inbox channel or adding a new messaging app to the workspace.

Step 2: Choose WhatsApp as the channel type

1. In the channel selection screen, choose WhatsApp as your new channel type.
2. Confirm that you want to connect a WhatsApp Business number rather than a personal account.
3. Review any notices about message limits, template rules, and Meta requirements.

This step ensures your channel is correctly identified in Hubspot as WhatsApp, which enables dedicated messaging features and routing rules.

Step 3: Authenticate with Meta and connect your number

1. Click the prompt to Continue with Facebook or Meta to authenticate.
2. Log in to the Meta account that manages your WhatsApp Business profile.
3. Follow the on-screen setup flow to grant Hubspot permission to access your WhatsApp Business account.
4. Select the WhatsApp Business number you want to connect to the help desk workspace.

Meta may require phone verification, business verification, or acceptance of updated messaging terms. Complete all steps to finalize the connection between Meta and your workspace.

Step 4: Configure conversation settings in Hubspot

1. After successful authentication, you are redirected back to the help desk settings in Hubspot.
2. Set the default owner or team that will receive new WhatsApp conversations.
3. Configure routing rules, such as assigning messages by agent, by team, or by round-robin.
4. Choose notification preferences so agents know when a new WhatsApp message arrives.

These configuration options help you manage volume and make sure customers receive quick responses from the right team members.

Step 5: Finalize and test your WhatsApp channel

1. Review your settings, including workspace, routing, and notification options.
2. Click Save or Connect to finalize the new WhatsApp channel in the help desk.
3. Send a test WhatsApp message from an external device to the connected number.
4. Confirm the conversation appears in the help desk workspace and that replies send correctly back to WhatsApp.

If messages are not appearing, confirm that the correct number is connected, Meta permissions are still active, and the workspace channel is not paused or disabled.

How WhatsApp messages work in the Hubspot help desk

Once your channel is live, all incoming WhatsApp messages flow into the help desk workspace where your team can manage them alongside other channels.

Conversation handling in Hubspot help desk

In the workspace, agents can:

• View new WhatsApp conversations in the main ticket or thread list.
• Assign conversations to themselves or other team members.
• Reply directly to messages using the WhatsApp channel within the help desk UI.
• Add internal comments and notes that are not visible to customers.

Each WhatsApp conversation is linked to a contact record whenever possible, making it easier to track history and context.

Ticket creation and contact association

When WhatsApp messages arrive:

• The system can create or update tickets depending on your workspace rules.
• Existing contacts are matched by phone number when possible.
• New contacts are created for unknown numbers, allowing your CRM to grow with each interaction.

This contact association ensures that every WhatsApp conversation is part of a unified customer timeline.

Managing and editing your WhatsApp channel in Hubspot

After setup, you may need to update settings or disconnect the channel. All configuration is handled in the help desk settings.

Update routing, teams, and notifications

In channel settings for your WhatsApp workspace connection, you can:

• Change which teams receive WhatsApp conversations.
• Adjust routing rules to rebalance workload.
• Update notification preferences for agents and teams.
• Rename the channel label so it is clearly identified across your workspace.

Regularly review these settings to match your evolving support processes and staffing levels.

Disconnecting WhatsApp from the Hubspot help desk

If you decide to remove the channel:

1. Open the help desk channel settings page.
2. Select your connected WhatsApp channel.
3. Click the option to Disconnect or Remove the channel.
4. Confirm that you understand existing conversations remain in your workspace, but new WhatsApp messages will no longer sync.

You may also need to update settings in Meta or your WhatsApp Business account if you no longer want the number managed by any external integrations.

Troubleshooting WhatsApp connection issues in Hubspot

If messages fail to sync or the connection breaks, a few common causes and fixes can help you restore service.

Connection and permission issues

Check the following:

• Confirm the Meta account that manages your WhatsApp Business number still has an active connection to the help desk workspace.
• Verify that relevant permissions have not been revoked in Meta Business settings.
• Ensure the number is active and verified in your WhatsApp Business account.

If needed, repeat the connection steps to refresh authentication and re-authorize access.

Workspace and user access problems

If you cannot see or manage the WhatsApp channel:

• Verify you are viewing the correct workspace in Hubspot.
• Confirm you have permission to manage channels and help desk settings.
• Ask an administrator with higher-level access to review your user role and team membership.

Sometimes, access is restricted to prevent accidental changes to active support channels, so coordinate with your admin team when needed.

More resources on Hubspot help desk channels

To go deeper into the official configuration details, review the original product documentation on connecting a WhatsApp channel to the help desk: Hubspot help desk WhatsApp connection guide.

If you need strategic assistance designing your support workflows, routing logic, or omnichannel setup, consider working with a specialist. For advanced consulting on CRM, automation, and data strategy, you can visit Consultevo for expert support.

By connecting WhatsApp to your help desk workspace in Hubspot, your team gains a central hub for customer conversations, faster response times, and better visibility into every interaction, all from a single unified interface.

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