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How we connect WhatsApp to HubSpot

New WhatsApp enquiries become HubSpot contacts and deals, the conversation lands on the contact's timeline, and your HubSpot workflows send WhatsApp updates. We build it through HubSpot's API, on your own WhatsApp account.

Talk to an engineer See the flows

Last updated 26 October 2026

HubSpot contact example
Contact (matched by WhatsApp number)Thandi M. · +27 82 ••• 4471
Deal created3-bed rental, Durbanville · Budget R18,000 pm
Timeline: WhatsApp"Is the Durbanville house still available? Can I view on Saturday?"
Task for contact ownerCall back today, viewing requested
Logged in HubSpot

A WhatsApp HubSpot integration links your WhatsApp Business number to HubSpot so chats create and update CRM records, and CRM events send WhatsApp messages. Euphony builds it as a custom integration through HubSpot's API. It isn't a plug-in or a marketplace app, so it does what your sales process needs, and Meta bills you directly for messages.

HubSpot's own WhatsApp inbox, or a build?

Start with what HubSpot already gives you. On Marketing Hub or Service Hub Professional or Enterprise, HubSpot can connect a WhatsApp Business number to its conversations inbox, so your team chats from HubSpot. If that's all you need, use it. You don't need us.

A build is worth it when the conversation itself has to do work before a person picks it up, or when you're not on those plans:

HubSpot's WhatsApp inboxEuphony custom build
HubSpot planMarketing Hub or Service Hub Professional or EnterpriseWorks through the CRM API; HubSpot-triggered messages are easiest with Data Hub Professional or Enterprise (see below)
Where your team repliesIn HubSpotIn Euphony's shared WhatsApp inbox; the record lives in HubSpot
Conversation logicWhat HubSpot's inbox and your HubSpot plan offerEngineered per client: qualifying questions, WhatsApp Flows forms, Paystack or Yoco payment links, voice-note transcription, Claude to sort messages and pull out details
Same number in the WhatsApp Business appPossible through HubSpot's coexistence optionNo. The number runs on the API only
Calls to your other systems mid-chatNot covered on HubSpot's WhatsApp help pageAnything with an API: your ERP, booking system, policy admin, courier

One number can't be connected to both HubSpot's inbox and Euphony. HubSpot's help page says a number connected to its inbox "must not be connected to another WhatsApp account, WhatsApp for Business App, or another WhatsApp integration."

Source: Connect WhatsApp to the conversations inbox, HubSpot Knowledge Base (updated 20 October 2026, opened 26 October 2026)

What the integration does, both directions

WhatsApp to HubSpot

  • Find or create the contact. When someone messages you, we search HubSpot for their number. If there's no match, we create the contact with their WhatsApp name and number.
  • Qualify, then create the deal. The chat asks your qualifying questions (budget, area, product, timing) with buttons, lists or a WhatsApp Flow. The answers go into HubSpot properties and a deal in the right pipeline stage.
  • Log the conversation. Messages are written to the contact's timeline as WhatsApp communications, so a rep opening the record sees what was said.
  • Hand it to a person. We create a HubSpot task for the contact owner, and the chat appears in the shared inbox. When someone on your team replies there, automation in that chat pauses.
  • Sort and summarise. Voice notes are transcribed to text, with support for South African languages. Claude then classifies the enquiry (sales, support, complaint) and pulls details out of the text before anything is written to HubSpot.

HubSpot to WhatsApp

  • Deal stage changes. A deal moves to "Viewing booked" or "Quote sent", and the customer gets a WhatsApp confirmation with the details.
  • Payments. A deal is marked won, and the customer receives a Paystack or Yoco link for the deposit. When it's paid, we update the deal.
  • Reminders and follow-ups. Appointment reminders with confirm or reschedule buttons, and a nudge when a quote has had no reply.
  • Service tickets. A ticket is opened or closed in HubSpot, and the customer hears about it on WhatsApp.
  • Campaigns to opted-in contacts. Contacts with WhatsApp consent recorded can receive marketing messages, with opt-outs handled in the chat.

Each message HubSpot triggers outside a 24-hour customer service window has to be a Meta-approved template, and Meta prices it by category:

MessageMeta categoryMeta rate to SA numbers (from 1 Oct 2026)
Your replies while the customer's chat is openServiceUS$0.0095, after 1,000 free per number per month
Viewing confirmed, quote sent, ticket updated, payment linkUtilityUS$0.0095
New listings, promotions, re-engagementMarketingUS$0.0379

Messages customers send you are free. Meta's policy also says you may only message people who have given you their number and opted in to hear from you on WhatsApp, so we only send business-initiated messages to contacts with consent.

Sources: Pricing on the WhatsApp Business Platform (Meta, updated 30 September 2026) · WhatsApp Business Messaging Policy · Customer service windows

Example scenarios

What a WhatsApp HubSpot build looks like in practice

Each one is a custom build. Names, places and amounts in the chats are examples, not client results.

How the build works

Codeswop is a Meta Tech Provider. You connect your own WhatsApp account through Meta's Embedded Signup, so the number stays yours and Meta bills you directly. Our platform runs the WhatsApp side, and our engineers write the conversation logic and the HubSpot calls for your account.

  1. A HubSpot app with only the access it needsYou create a private app in your HubSpot account (or let us guide you through it) and give it only the scopes the build uses, such as contacts, deals and tickets. Calls to HubSpot use its access token. HubSpot recommends rotating these tokens every six months.
  2. Matching people by phone numberWe look contacts up with HubSpot's CRM search API. HubSpot standardises phone numbers for search and advises leaving the country code out of search criteria, so we match on the national number and check for duplicates you already have. Newly created records can take a few moments to appear in search, so we keep track of contacts we've just created.
  3. Writing to the CRMContacts, deals, tasks and tickets are created and updated through HubSpot's CRM objects API. Conversations are logged with HubSpot's Communications API, which records external WhatsApp messages on the contact's timeline and associates them with the contact and deal.
  4. Triggers from HubSpotThe simplest trigger is a HubSpot workflow with a "Send a webhook" action that calls an authenticated endpoint on our platform with the record's properties. That endpoint starts the right WhatsApp message or conversation. HubSpot lists this workflow action under Data Hub Professional and Enterprise; if you don't have it, we'll agree another trigger with you before we quote.
  5. Staying inside HubSpot's limitsHubSpot's search endpoints are limited to five requests per second per account. Other calls are limited per app over 10 seconds and per account per day, with the limits set by your HubSpot subscription. We keep calls few and small. Our platform doesn't retry a failed call to HubSpot by itself, so the conversation logic checks each answer and, before it repeats a step, looks for the record it was meant to create so a retry doesn't make a duplicate.

Sources (HubSpot developer docs, opened 26 October 2026): Legacy private apps · CRM search · Communications API · API usage guidelines · Use webhooks with HubSpot workflows

What this build doesn't do

It isn't a HubSpot Marketplace app, and your team doesn't reply to WhatsApp from inside HubSpot. Replies happen in our shared inbox, which has no per-agent assignment; HubSpot's contact owner and tasks decide who follows up. You can't use the same number in the WhatsApp Business app at the same time. Conversation logic is written by our engineers, so changes come through us.

What you need to provide

  • A Meta business portfolio and a WhatsApp number you'll connect through Embedded Signup. If your number is already on another provider, see switching providers.
  • HubSpot admin access, or someone who can create the app and approve its scopes.
  • Your pipeline and properties: which pipelines and stages to use, which properties the chat should fill, and who owns new contacts.
  • Your consent wording and the HubSpot property where WhatsApp opt-in is recorded, if you'll send business-initiated messages.
  • Template wording for each HubSpot-triggered message. We submit them to Meta for approval in your account.

What it costs

  • Meta's charge. Billed by Meta to you directly, per delivered message, at the rates in the table above. We add nothing.
  • Our charge. A one-off build from R15,000 ex VAT, plus R7,500 per integration, depending on how many flows and HubSpot objects are involved, and a monthly fee from R4,950 ex VAT to run and look after it.
  • HubSpot. Your HubSpot subscription stays between you and HubSpot. Check that your plan includes the features the build relies on, such as workflow webhooks.

See WhatsApp API pricing in South Africa for rand examples.

Questions

WhatsApp HubSpot integration FAQ

Does HubSpot have its own WhatsApp integration?

Yes. HubSpot can connect a WhatsApp Business number to its conversations inbox on Marketing Hub or Service Hub Professional or Enterprise, according to HubSpot's knowledge base. If that covers what you need, use it. A custom build makes sense when you need conversation logic HubSpot's inbox doesn't do, such as qualifying questions, WhatsApp Flows, payment links or voice-note transcription, or when you're not on those plans.

Can one WhatsApp number be connected to HubSpot's inbox and Euphony at the same time?

No. HubSpot's own help page says a number connected to its inbox must not be connected to another WhatsApp integration. With Euphony, the number connects to our platform and we write the conversation into HubSpot through its API instead.

Which HubSpot plan do I need for a custom WhatsApp integration?

WhatsApp to HubSpot (creating contacts, deals, tasks and timeline entries) works through HubSpot's CRM API with an app access token. HubSpot to WhatsApp is simplest when a HubSpot workflow can call a webhook; HubSpot lists the "Send a webhook" workflow action under Data Hub Professional and Enterprise. Without it, we agree a different trigger with you.

Will WhatsApp messages show on the HubSpot contact timeline?

Yes, if we build it that way. HubSpot's Communications API logs external WhatsApp messages on CRM record timelines with the WHATS_APP channel type. We log either each message or a summary per conversation, whichever is more useful to your team.

Can my sales team reply to WhatsApp from inside HubSpot?

Not with this build. Your team replies in Euphony's shared WhatsApp inbox, and a staff reply pauses any automation in that chat. HubSpot holds the record: the contact, deal, tasks and the logged conversation.

Does Euphony add anything to WhatsApp message costs?

No. You connect your own WhatsApp account and Meta bills you directly at Meta's rates. From 1 October 2026, a marketing message to a South African number costs US$0.0379 and a utility or service message costs US$0.0095, with the first 1,000 service messages per number each month free. Our fees are separate: the event storming session, the build and a monthly plan. Source: Meta's pricing page.

Related

Put your WhatsApp enquiries into HubSpot

Tell us how leads reach you on WhatsApp today and what your HubSpot pipeline looks like. We'll show you the flows we'd build and what they need from your HubSpot plan.

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