Note: you can only connect a WhatsApp business account to HubSpot Help Desk.
Step-by-Step Setup Guide
- In your HubSpot account, navigate to Settings ⚙️ > Help Desk:
- Connect a channel and choose WhatsApp
- A pop-up will appear - select the continue as [your name] button:
- Get started
- Select the Meta Business Account that you will connect to your WhatsApp Business Account with:
- Choose an existing WhatsApp Business Account if you already have one
- If you don't have one yet, you'll be prompted to create a new WhatsApp Business Account and a WhatsApp Business Profile:
- Fill out required information for your WhatsApp Business Account:
- Enter your number and verify:
- Continue
- Meta will verify your info
- Click Finish
- Once connected, you'll see your WhatsApp number under Help Desk channels
Create a View of Your WhatsApp channel
Want to easily filter and manage your WhatsApp conversations? Create a custom view in Help Desk to see only your WhatsApp messages.
- Navigate to Help Desk under the Workspaces menu
- Select Create view on the left panel
- Name your View and set access permissions
- Choose Originating channel type
- Choose WhatsApp from dropdown and create the view
- Select the new view you created. If you have any WhatsApp messages, they'll now appear on the right:
Updating a WhatsApp account and adding new numbers
- To access your WhatsApp Accounts, login to your Meta Business Account, and navigate to Accounts > WhatsApp Accounts:
- If you'd like to add more numbers, or update your information, click on the WhatsApp number:
- Select WhatsApp Manager below these three dots:
- Here you'll find all your linked phone numbers
- Add a new WhatsApp phone number by clicking the Add phone number button on the upper right:
- Update your WhatsApp Business Profile by clicking this ⚙️ icon:
- Here, you can update your profile information and other settings:
FAQs
How do I assign a WhatsApp channel to a Ticket Pipeline?
- At the moment, you can't assign a WhatsApp channel to an actual Ticket Pipeline like you can with other channels
- The WhatsApp channel will be assigned to a default ticket pipeline and status which is set from here:
Can I reply from Help Desk from the HubSpot phone app?
- At the moment, Help Desk isn't available on mobile yet but you still can reply to Tickets same way you would on Desktop:
Resources
- Check out this HubSpot KB article to learn more about the HubSpot Help Desk Workspace: Overview of the help desk workspace
- Check out our KB article on how to receive Ticket notifications through Slack Connect Slack and HubSpot