HubSpot Improves Customer Communication With WhatsApp Availability

HubSpot has boosted its communication tools by making its WhatsApp integration generally available

HubSpot makes its WhatsApp integration generally available
CRMLatest News

Published: November 23, 2022

Ryan Smith

HubSpot has revealed that its native integration for WhatsApp is now available to all Marketing Hub and Service Hub customers at the Professional tier and above.

The integration allows teams to connect an existing WhatsApp business account as a messaging channel to a shared inbox to communicate with prospects and customers.

It is designed to allow users to use the communication tool while leveraging data from within HubSpot’s CRM.

Steph Cuthbertson, Chief Product Officer at HubSpot, commented: “Digital marketing is changing. To reach your customers, you must connect in new ways, especially with customers outside the US.”

That’s why we’re excited to integrate WhatsApp and launch a richly integrated feature set, including all the unified inbox, automation, and personalization our customers love with our Marketing and Service products.

“With HubSpot’s deeply connected platform, all your connections are automatically measurable so you can track effectiveness and easily tune to maximise your ROI.

“We’re thrilled to give this to our global customers everywhere today.”

HubSpot initially announced its WhatsApp integration at INBOUND 2022. According to the company, it is the latest development in its commitment to building a platform that helps businesses increase seamless customer experiences.

HubSpot claims that customers are “digitally drained” and that communication channels have become oversaturated.

As a result, the company has designed the integration to allow customers to leverage their existing tools to communicate with clients whenever and wherever they want.

With the WhatsApp integration, HubSpot has made it possible for users to:

  • Communicate quicker with customers by tracking all conversations in one unified location.
  • Connect with customers using their preferred method, all from within HubSpot.
  • Deliver a seamless service by leveraging HubSpot’s shared inbox to give teams a comprehensive view of each customer’s conversation history.
  • Encourage two-way conversations by automating and personalising messages.

Kyle Jenke, Business Messaging, Director of Partnerships at Meta, said: “Messaging is how people and businesses want to communicate and get business done.

“Businesses of all sizes are embracing this shift and finding new opportunities to better engage with customers, offer support, and drive sales.

“We’re excited to work with HubSpot to make WhatsApp available for more businesses to better manage the end-to-end customer journey on our messaging platform.”

According to HubSpot, the company has seen rapid growth following the adoption of WhatsApp, with nearly half the company’s revenue stemming from outside the US.

In August, Infobip released its own HubSpot integration that provides WhatsApp and SMS messaging capabilities for HubSpot users.

The feature allows businesses to send automated messages and updates to customers, share payment links, and generate automated support messages.  

It also enables users to send verification and authentication codes to customers during login via WhatsApp or SMS.

With this integration, Infobip joins CX providers in the shift towards messaging and away from calling. 



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