Aircall now integrates with HubSpot Help Desk as a WhatsApp channel, enabling businesses to manage two-way WhatsApp communication directly from HubSpot. With this setup, WhatsApp messages can automatically create and update Help Desk tickets, and replies can be sent seamlessly from within HubSpot.

Key features

  • Enable Aircall WhatsApp as a custom channel in HubSpot Help Desk
  • Connect Aircall WhatsApp numbers as Help Desk SMS channels
  • Automatically create Help Desk tickets when inbound WhatsApp messages are received
  • Log WhatsApp conversations in the Help Desk ticket view
  • Reply to WhatsApp messages directly from Help Desk tickets
  • View connected numbers in the Aircall Integrations Dashboard
  • Prevent Aircall-based ticket creation for numbers assigned to Help Desk WhatsApp

Setup and configuration

Connecting an Aircall WhatsApp channel to Help Desk

Steps

  1. In HubSpot, go to Settings > Help Desk > Channels.
  2. Click Connect a channel, then select Connect a new channel.
  3. Choose WhatsApp with Aircall, then click Continue with WhatsApp with Aircall.

  4. A pop-up will open with the Aircall Dashboard. Select a WhatsApp-capable number from your Aircall account.

    Only numbers that meet all the following conditions will be displayed:

    • The number is WhatsApp-enabled.
    • The company is WhatsApp-enabled.
    • Conversation scope permissions are granted.
    • The number is connected to the HubSpot integration.
    • The Help Desk setting is enabled in the Aircall Dashboard integration settings.
  5. Select one number to connect (only one number can be chosen per channel account).
  6. Confirm your selection. HubSpot will enable the number as a Help Desk WhatsApp channel and automatically redirect you back to HubSpot. If there is an error, it will be displayed on the page.
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Common connection errors

  • Account Token Not Found: Occurs if the page is left inactive for too long, causing the account token to expire.
  • Number Already Exists Error: The number is already connected to another account.
  • Same Token Created by Another User: If two users from the same HubSpot account attempt to add separate channels simultaneously, the second user will see this error because the token was already generated by the first user.

Managing connected numbers

All connected numbers are displayed in the Aircall Integration Dashboard, showing call, SMS, and WhatsApp connections.

Ticket creation and messaging workflow

Inbound messages and ticket creation

  • When a WhatsApp message is received on a connected number, a new Help Desk ticket is created.
  • Any additional messages from the same number within 24 hours are added to the existing ticket.
  • Messages received after 24 hours of inactivity create a new ticket (managed by HubSpot).

Responding to messages from Help Desk

Steps

  1. Open the Help Desk ticket.
  2. From the Channel dropdown, select the Aircall WhatsApp channel.
  3. Type your reply in the editor and send.
  4. The response is logged in both the Help Desk ticket and the associated contact record.

Dashboard updates

  • The Integration Settings Dashboard now includes a column indicating whether a number is enabled for Call, SMS, WhatsApp, or all three.
  • Help Desk ticket creation rules in HubSpot override Aircall’s native ticketing for WhatsApp-enabled numbers.
  • If re-authentication is required (for updated scope), a banner will be displayed.

Limitations

  • Only plain text messages are supported.
  • MMS and/or file attachments are not currently supported for outbound messages.
  • Tickets are not associated with engagements.
  • Custom messages are only able to be sent during WhatsApp's 24 hour customer service window:
    When a customer responds to a message, or sends a message to an agent, a 24 hour window opens (or refreshes) which allows the agent to continue the conversation with any number of custom messages to them during 24 hours.
  • Users are unable to send templated messages when using the HubSpot Help Desk WhatsApp Channel.
  • From Aircall's side, the Company will be sent to HubSpot as a sender, however Help Desk does not associate that company with the ticket, meaning SMS Help Desk tickets are not mapped to the company.
  • From Aircall's side, the Contact will be sent to HubSpot as a sender, however HubSpot will map the association of the ticket to that Contact. If a Contact is newly created, HubSpot may not associate the SMS Help Desk ticket with that Contact. Additionally, if the Contact's details (i.e. Phone Number) is updated after association, the ticket association will not change.