WhatsApp and Telegram conversations,
inside the HubSpot contact record.
With the HubSpot WhatsApp integration your team keeps writing from its existing number. Every incoming and outgoing message matches the right contact in HubSpot; if there is no record, one is created automatically. Your agent replies either from FlexInbox or from the HubSpot contact card.
See the conversation on the HubSpot contact cardOne-click authorization · Every message on the contact record · 14 days free
Contact · DealWhichever line it comes from, there is a single contact record on the HubSpot side
Every message on the contact record, every reply from the contact card
For a team on HubSpot, three things change: where the conversation is stored, where the reply is written from, and where the deal moves forward from.
Every message is written to the contact record
Incoming and outgoing messages are written as notes on the contact's activity timeline; they appear alongside emails, calls and meetings.
Live chat from the contact card
The FlexInbox card on the contact and deal record opens the whole conversation inside HubSpot; the reply goes from there.
The deal stage above the conversation
The owner and the deal stage are changed from the conversation; the stage list is pulled automatically from your HubSpot sales pipeline.
Authorize HubSpot, the rest is set up
You click 'Connect to HubSpot' in the panel, then select your account and grant permission on HubSpot's own screen. Your users (owners) and deal stages come from there; a conversation card is added to the contact card.
Authorize your HubSpot account
In the HubSpot window that opens, select your account and click 'Connect'. It is done once with an admin account. The permission requested is limited to contacts, deals and the user list; no access to other objects is requested.
Match users with lines
Your HubSpot users (owners) arrive in the panel on their own. You give each person a panel login and a role, and connect their line. You do not create users by hand.
Connect the line
Scan the QR code for a personal number, or pick your WABA number for an official line. Both work under the same HubSpot account.
Every message is written to the contact record
The customer writes on WhatsApp and the conversation opens with their HubSpot contact and its owner. Incoming and outgoing messages both stay on the contact record's activity timeline; the question 'what did we discuss' is answered inside HubSpot.
Technical details: record creation, owner and the HubSpot API limit
If there is no record, a contact is created
For an unknown number a Contact or Contact + Deal is created; the choice is yours and it can be turned off. The deal is created in the first stage of your default pipeline; no fixed stage is imposed, so accounts with a custom pipeline do not hit an error.
The owner comes from HubSpot
The contact's owner in HubSpot becomes the owner of the conversation. If you change the owner in the conversation, the contact's owner changes too. If the number on the returned record is not exactly the same as the number writing to you, it is not accepted.
Respect for the HubSpot API limit
HubSpot's search endpoint is limited to a few requests per second. The contact is resolved once and bound to the conversation; later messages trigger no search, only a note. Writing the note never holds the message up.
Incoming and outgoing messages
stay on HubSpot's own activity timeline
Message records already written to HubSpot stay in HubSpot
The conversation is not something that stays in our panel; every message is written to the contact record as a note. It appears on the contact's activity timeline alongside emails, calls and meetings.
Technical details
- Incoming and outgoing messages are written separately, as notes labeled with their direction
- The note for every incoming message carries a 'Reply in FlexInbox' link to the panel; even on a screen without the conversation card you reach the reply in one click
- Note writing works on every HubSpot plan; it needs no extra HubSpot feature
- If you do not want a conversation written to HubSpot, there is a 'do not save to CRM' box; for internal staff conversations
Live chat from the contact card
If your team works inside HubSpot all day, it does not need to switch to the panel. A FlexInbox card is added to contact and deal records; when you click 'Open conversation' the whole conversation opens inside HubSpot, and the reply goes from there.
Technical details
- The full conversation history for the phone number on the record is shown; on a deal record the number is resolved from the linked contact
- Audio, images and documents open and play in the same window
- An agent can write only from their own line; the card uses the line of whichever user opened it in HubSpot
- The card opens for writing only for a user with a connected line license; without a license it is read-only and points to the panel
- The app has been submitted to the HubSpot App Marketplace; the connection is set up from the panel today and does not wait for Marketplace approval
See the whole conversation
without leaving the record
Change the owner, the deal and the stage
without leaving the conversation
The deal stage right above the conversation
While you talk to the customer, change the owner on the same screen and move the deal to the next stage. The stage list is pulled automatically from your HubSpot sales pipeline; closed stages are marked apart.
Technical details
- The stage list comes from the pipeline the contact's deal belongs to; if you have more than one pipeline, the right one is selected
- If a contact has more than one deal, you pick which one to work with; open deals come first and the choice is remembered for that conversation
- If the contact has no deal, the stage field is not shown; a conversation does not create a deal, that is your decision
- Tags stay on the FlexInbox side; they are used for filtering and reporting
Who is on which line, in one table
Your HubSpot users (owners) arrive in the panel on their own. Each row holds that person's panel account, role and connected WhatsApp or Telegram line. Whoever owns the record gets the conversation too.
You scan the QR code here;
WhatsApp and Telegram connect separately
Technical details: roles, line license and panel login
Roles
Admin, supervisor and personal roles. An agent with the personal role sees only the conversations on their own lines.
A line license belongs to a person
A user can connect a line only on the channel assigned to them (WhatsApp or Telegram); you can move the license to someone else at any time.
Panel login
A panel account is created with the HubSpot email address. You do not have to give a separate login to someone who will write only from inside HubSpot.
No per-person fee
The price does not change no matter how many users you add. The fee is set by the number of lines you connect.
Let AI give the first reply
The assistant you train on your own content handles the first questions; your agent takes over the conversation whenever they want. A separate agent can be assigned to each WhatsApp or Telegram line; what the assistant writes is also saved to the contact record. Details: HubSpot AI integration.
Technical details
- Your price list, your frequently asked questions or your website become the source
- The assistant's replies are also written to the contact record as outgoing messages
- A separate agent can be assigned to each line; the sales line and the support line do not have to match
- Turning the assistant off is a single choice, and the line keeps working
The assistant answers the first question,
your team runs the rest
Data deletion synced with HubSpot
When a contact is deleted in HubSpot, the related personal data is removed on the FlexInbox side as well. That way deletion requests are not tracked separately in two systems. GDPR deletion requests are handled the same way.
HubSpot Telegram integration
A Telegram account is connected from the HubSpot owner list. The conversation is written to the contact record and answered from the contact card; there is no difference in setup compared with WhatsApp.
The field on the contact card
In the "WhatsApp / Telegram" field on the contact and deal card, "Open chat" lets you talk from the same screen.
Written to the activity timeline
A Telegram conversation also sits in the activity timeline of the contact record and shows up in HubSpot reports.
Line assignment
Every owner gets a panel account, and the Telegram line is assigned from the Subscription screen.
Setting up a Telegram line, its limits and how it differs from a bot account: Telegram integration
What you should know up front
Some of these come from the CRM's own rules, some from the current scope of the integration. We share all of them openly before you start.
Open all six items
The Ticket object is out of scope
The integration works with the contact and deal objects. Service tickets are not read or created; the support team runs the conversation from the contact record.
Record creation: contact, or contact + deal
HubSpot has no separate Lead object. For an unknown number a Contact, or a Contact + Deal, is created, and you can turn that off. If the number is already on file, no second contact is created.
No workflow action and no Meta leads yet
The 'send a message when the stage changes' action in HubSpot workflows, and writing Meta lead forms into HubSpot, are not live yet; both work only in Bitrix24 today.
The stage shows only on a contact that has a deal
The stage field in the conversation header appears if the contact has a deal. A deal is not created on its own unless you choose the 'Contact + Deal' mode.
Group chats are not carried into the CRM
WhatsApp groups appear in the FlexInbox panel and you answer them there, but they are not written to HubSpot records. A group does not map to a single contact record.
A QR code line is subject to WhatsApp rules
Sending bulk or unsolicited messages from a personal number can get the number restricted. That risk comes from how it is used, not from the tool.
About the HubSpot integration
Do messages show up in HubSpot?
Yes. Every incoming and outgoing message is written to the contact record's activity timeline as a note, next to emails and calls. The FlexInbox card on the contact and deal records also opens the whole conversation history live.
Which HubSpot objects does it work with?
Contacts, Deals and Owners. An incoming message is matched to a contact, and the conversation owner and the deal stage can be changed. The Ticket object is out of scope.
What happens if a number with no HubSpot record sends a message?
Depending on the mode you choose, a new Contact or a Contact + Deal is created, and the line owner becomes its owner. If you do not want automatic creation, you turn it off; the message still lands in the panel.
Which HubSpot plan does it work on?
Writing notes to the contact record and the panel itself work on every HubSpot plan. The conversation card on the contact record appears if app cards are supported in your account; if they are not, the 'Reply in FlexInbox' link in the note takes you to the panel in one click.
Is it installed from the HubSpot App Marketplace?
The app has been submitted to the HubSpot App Marketplace. You can already connect today from the FlexInbox panel, through HubSpot's own authorization screen; you do not have to wait for Marketplace approval.
If I delete a contact in HubSpot, what happens to the conversation history?
HubSpot notifies us of the deletion and that number's conversation is deleted on the FlexInbox side too; GDPR requests are handled the same way. If you want to be certain the deletion went through, you can run the same action from the panel as well.
Is there a HubSpot Telegram integration as well?
Yes. Your Telegram account connects the same way; Telegram messages are matched to a contact and written to the contact record. WhatsApp and Telegram come together in one panel and one contact record.
Is the WhatsApp Business API required?
No. You can connect your own number with a QR code. If you want a Meta-approved official line, we open that in the same HubSpot account too; the two work together and land on the same contact record.
Do you use a different CRM?
Same panel, same lines; only the place the record lands changes. You will find all WhatsApp CRM integration features on the home page.
Zoho CRM integration
Matches lead, contact and deal records; owner and stage are managed from the conversation.
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Bitrix24 integration
Open Channels, robots and Meta ad forms come with a single setup.
Go to the page
GoHighLevel integration
WhatsApp takes the place of the SMS channel; workflows and AI talk over WhatsApp.
Go to the pageConnect your HubSpot today
Setup starts by authorising HubSpot. If an official line is needed, the application is subject to Meta's approval.
No credit card · 14 days free