Aircall allows you to log WhatsApp, SMS, and MMS messages in HubSpot, ensuring your customer communications are recorded as engagements for better visibility, tracking, and reporting. Logged messages appear on the relevant contact, company, or deal records, making it easier for teams to review conversation history directly in HubSpot.

This article explains how logging works for each channel, how to enable or disable logging, what details are recorded, and how engagement ownership is assigned.

Supported channels and limitations

  • WhatsApp logging in HubSpot currently supports text-based messages only. Media files such as images, videos, or documents sent via WhatsApp are not logged in HubSpot. 
  • Logging WhatsApp messages in HubSpot Help Desk is not available yet but is coming soon.
  • For SMS and MMS, both message content and, for MMS, media attachments are logged as engagements in HubSpot.

Enabling or disabling message logging

You can control whether messages are logged in HubSpot directly from your HubSpot integration settings in the Aircall Dashboard.

Steps:

  1. Go to Aircall Dashboard > Integrations & API
  2. Select your HubSpot integration.
  3. Scroll to the relevant logging setting:
    • Enable WhatsApp Logging
    • Enable SMS/MMS Logging
  4. Choose Yes to enable logging or No to disable it.
  5. Save your changes.
Note: By default, SMS and MMS logging is enabled.
Important: To see MMS messages logged with media attachments in HubSpot, you must reauthenticate your HubSpot integration. A banner in the HubSpot integration settings will prompt you to start the reauthentication process.

How messages appear in HubSpot

All supported messages are logged as engagements in HubSpot and associated with the relevant contact, company, or deal.

WhatsApp message log details

Subject

  • Outbound:
    “WhatsApp message sent from [Agent name] via [WhatsApp number name] to HubSpot contact [First & last name] or [Company name]”
  • Inbound:
    “WhatsApp message received from HubSpot contact [First & last name] or [Company name] on [WhatsApp number name]”

Details

  • Message: WhatsApp text content
  • Status: Status name (for example, Sent, Delivered, Read, depending on integration capabilities)
  • See full conversation: Link to view the full conversation in your WhatsApp app or integration platform
whatsapp message log details in hubspot

SMS and MMS log details

SMS and MMS messages are logged as engagements of type SMS, using HubSpot’s communications API.

Outbound messages

Subject
“SMS sent from [Aircall agent name] via [Aircall number name] to HubSpot contact [First & last name] or [Company name]”

Details

  • Sent from: Aircall number (E164 format)
  • Sent to: HubSpot contact or company number (E164 format)
  • Status: Sent, Delivered, or Not sent
  • Message: SMS content
  • See full conversation: Link to the full conversation in the Aircall phone app
  • MMS attachment: Included for MMS only

Inbound messages

Subject
“SMS received from HubSpot contact [First & last name] or [Company name] on [Aircall number name]”

Details

  • Sent from: HubSpot contact or company number (E164 format)
  • Sent to: Aircall number (E164 format)
  • Status: Received
  • Message: SMS content
  • See full conversation: Link to the full conversation in the Aircall phone app
  • MMS attachment: Included for MMS only
Note: When sending an MMS, there may be a short delay before the media attachment appears in HubSpot. Attachments are processed asynchronously.
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Engagement owner assignment

Ownership logic is the same for WhatsApp, SMS, and MMS engagements.

  • Outbound messages
    The owner is the Aircall agent who sent the message, if that agent exists in HubSpot and uses the same email address in both platforms.
    If not, the owner is the HubSpot contact or company owner.
  • Inbound messages to numbers with one assigned user
    The owner is the Aircall agent assigned to the line, if they exist in HubSpot with a matching email address.
    If not, the owner is the HubSpot contact or company owner.
  • Inbound messages to numbers with multiple assigned users
    The owner is the HubSpot contact or company owner.
  • No contact or company owner
    The owner is set as the HubSpot admin who installed the integration.

Best practices

  • Keep message logging enabled to maintain a complete history of customer communications.
  • Use HubSpot’s filtering options to quickly find WhatsApp, SMS, or MMS engagements for specific contacts, companies, or campaigns.
  • Reauthenticate your HubSpot integration promptly when prompted to ensure MMS attachments are logged correctly.

By logging WhatsApp, SMS, and MMS messages as HubSpot engagements, your teams gain a unified and searchable view of customer conversations across channels.