How to Manage WhatsApp Message Templates in Hubspot

Using Hubspot with WhatsApp lets your team send consistent, compliant, and automated messages at scale. This guide explains how to create, customize, submit, approve, and manage WhatsApp message templates so you can use them in conversations, workflows, and bulk sends.

All instructions here are based on the official HubSpot Knowledge Base article on customizing and managing WhatsApp message templates. For full reference, see the original document on HubSpot WhatsApp message templates.

Prerequisites for Using WhatsApp in Hubspot

Before working with WhatsApp templates in Hubspot, make sure you have the right setup and permissions:

An account connected to WhatsApp Business through the conversations inbox.
Required permissions to manage connected channels and edit inbox settings.
At least one published inbox that includes the WhatsApp channel.

If you need implementation help that goes beyond standard documentation, you can work with a specialist agency such as Consultevo for hands-on support.

Access WhatsApp Message Templates in Hubspot

All WhatsApp templates are managed from the conversations inbox settings area. Follow these steps to access the templates screen in Hubspot:

In your Hubspot account, navigate to Settings.
In the left sidebar, choose Inbox > Inboxes.
Select the inbox that has WhatsApp connected.
In the channel list, click the WhatsApp channel you want to manage.
Scroll to the WhatsApp message templates section.

Here you can create new templates, edit or delete existing ones, and track each template’s approval status with WhatsApp Business.

Create a New WhatsApp Message Template in Hubspot

To start sending structured WhatsApp notifications through Hubspot, you first need to create a template and submit it for approval.

Step-by-step creation process in Hubspot

Go to the WhatsApp message templates section of your selected inbox.
Click Create template.
Enter a Template name. Use lowercase letters, numbers, and underscores only. Avoid spaces and special characters.
Choose a Category that best reflects the message type, such as:
- Authentication
- Marketing
- Utility
Select the Language for the template. This should match how you plan to communicate with contacts.
Configure the Header, Body, Footer, and Buttons sections as needed (details below).
Review the preview to confirm the final message layout.
Click Submit to send the template to WhatsApp for review and approval.

WhatsApp will review your template. Once approved, it becomes available in Hubspot for use in conversations and workflows.

Configure Template Content in Hubspot

WhatsApp templates in Hubspot are divided into structured sections. Each one has its own rules and recommended use cases.

Header options in Hubspot templates

The header is an optional section displayed at the top of your message.

None – No header content.
Text – A simple text line used as a title. Can contain variables like the contact name.
Image – A single image that you or your team will attach when sending the message.
Document – A file such as a PDF you upload each time you send the template.
Video – A video file referenced when the message goes out.

You cannot hardcode actual media files in the template. Only the type is defined. The specific file is chosen each time you use the template in Hubspot.

Body content and variables in Hubspot

The body is the main text of your WhatsApp message template. It can contain static text and placeholder variables.

Use clear, concise sentences that match the selected category.
Variables are represented as {{1}}, {{2}}, etc.
Every variable must be explained in the Sample values area when submitting.
The total length must remain within WhatsApp’s character limits.

During submission, Hubspot will ask for sample values so WhatsApp can see an example of your final message.

Footer text in Hubspot templates

The footer is an optional line that appears at the bottom of the message. Typical uses include:

Short disclaimers.
Support contact details.
Unsubscribe or preference instructions (where permitted by policy).

Footer content cannot contain variables, and should be kept brief.

Interactive buttons in Hubspot WhatsApp templates

You can add interactive buttons to make responses and actions easier.

Two main types are supported:

Quick reply buttons
- Up to three quick replies per template.
- Ideal for yes/no questions, confirmations, or triaging support requests.
- Button labels must be short, descriptive, and policy-compliant.
Call-to-action buttons
- Can direct users to visit a URL or call a phone number.
- Each button is configured with a label (e.g., “View order”) and a destination (URL or phone).

Hubspot enforces WhatsApp’s rules on the number and type of buttons, so you must choose a combination that the platform allows.

Submit and Track WhatsApp Template Status in Hubspot

After you finish designing your template, Hubspot will automatically send it to WhatsApp Business for approval.

Submission and review

Click Submit from the template editor.
The template will move into a Pending state.
WhatsApp reviews content, category, and policy compliance.

Typical outcomes include:

Approved – Template can be used immediately in the inbox, workflows, and other tools.
Rejected – Template is not usable. You must edit and resubmit based on the rejection reason.

You can always reopen an existing WhatsApp template in Hubspot to review its status, make corrections, and resubmit.

Edit or Delete WhatsApp Templates in Hubspot

Template lifecycle management in Hubspot lets you keep your WhatsApp library clear and compliant.

Edit an existing template

In settings, return to Inbox > Inboxes and select your WhatsApp inbox.
Locate the template you want to change in the WhatsApp message templates list.
Click the template name to open the editor.
Update one or more of the following:
- Header format or text.
- Body text and variables.
- Footer text.
- Buttons and labels.
Save and resubmit for approval, if structural changes were made.

Some fields cannot be edited on an already approved template. In that case, create a new version in Hubspot using a new template name.

Delete a template

Open the WhatsApp template list in your chosen inbox.
Click the actions menu (often represented by a dropdown or three dots) next to the template.
Select Delete.
Confirm the deletion when prompted.

Deleting a template in Hubspot removes it from your interface, but already delivered messages remain in contact histories.

Use WhatsApp Templates from Hubspot Conversations and Workflows

Once a WhatsApp template is approved, you can use it to send proactive messages through Hubspot tools.

Use templates in conversations

Open a contact record or an existing conversation thread tied to WhatsApp.
Click the message composer.
Select the WhatsApp template from the template picker.
Fill in any variables and attach media, if required by the header type.
Send the message.

Use templates in workflows or automation

In a workflow, choose the action that sends a WhatsApp message.
Select your approved template from the list of available templates.
Map variables to CRM properties (such as first name, order ID, or date).
Define enrollment triggers and timing rules.

This lets you build automated yet structured communications such as order updates, appointment reminders, onboarding sequences, and verification flows directly from Hubspot.

Best Practices for WhatsApp Templates in Hubspot

To keep your messaging effective and compliant, follow these practices:

Align each template’s category with its real purpose.
Use clear variable names and provide accurate sample values.
Keep language concise and avoid promotional content in non-marketing categories.
Regularly review performance and rejection reasons, then refine templates.
Test templates internally before wide deployment to your lists.

By mastering WhatsApp templates in Hubspot, your team can automate high-quality, policy-compliant conversations that scale across marketing, sales, and service without sacrificing personalization or control.

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