This article provides details on how WhatsApp messages are logged in HubSpot when using Aircall's WhatsApp integration. This feature helps ensure all your communication with contacts is recorded for better tracking and customer insight.
Important Note:
Currently, logging in HubSpot is only supported for WhatsApp text-based messages. Media files (images, videos, documents) sent via WhatsApp are not logged in HubSpot CRM.
Logging of WhatsApp messages in HubSpot Helpdesk is not available yet but coming soon.
How to Enable/Disable WhatsApp Logging
You can control whether WhatsApp text messages are logged in HubSpot by adjusting the setting in your integration's dashboard. The exact steps may vary slightly depending on your WhatsApp integration provider with HubSpot, but the general process is as follows:
- Access Integration Settings: In your Aircall dashboard, navigate to Integrations. Select your HubSpot Integration.
- Locate Logging Setting: Scroll to the section labeled Enable WhatsApp Logging (or similar).
- Adjust the Setting: The default option might be set to "Yes" (WhatsApp logging enabled). To disable WhatsApp logging, select "No."
- Save your Changes: Ensure you save any changes you make to the settings.
WhatsApp Log Details
When WhatsApp text messages are logged in HubSpot, they appear as engagements on the corresponding contact, company, or deal records. Here's an overview of the details logged:
- Message 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 (e.g., Sent, Delivered, Read – depending on integration capabilities)
- See full conversation: A link to view the full conversation in your WhatsApp app or integration platform.
- Subject
Owner Assignment
The owner of the WhatsApp engagement in HubSpot is assigned based on the following logic:
- For outbound messages, the Owner will be the name found in HubSpot for the Aircall Agent which sends the message, so long as they are a user in both Aircall and HubSpot, with the same email address in each platform.
Should the Aircall Agent not be a HubSpot user, or should their email not match in both accounts, the Owner is selected to be the HubSpot Contact/Company Owner for the Contact/Company the message was sent to. - For inbound messages to Aircall numbers with only one user assigned, the Owner will be the name found in HubSpot for the Aircall Agent assigned to the line, so long as they are a user in both Aircall and HubSpot, with the same email address in each platform.
Should the Aircall Agent not be a HubSpot user, or should their email not match in both accounts, the Owner is selected to be the HubSpot Contact/Company Owner for the Contact/Company the message was sent from.
Should the Company/Contact have no Owner the Owner of the message is marked as the HubSpot Admin who installed the integration. - For inbound messages to Aircall numbers with more than one user assigned, the Owner is selected to be the HubSpot Contact/Company Owner for the Contact/Company the message was sent to.
Should the Company/Contact have no Owner the Owner of the message is marked as the HubSpot Admin who installed the integration.
Best Practices
- Keep WhatsApp Logging Enabled: For most users, enabling this feature is crucial for maintaining a comprehensive record of customer communications and gaining valuable insights into interactions.
- Utilize HubSpot's Filtering Options: Take advantage of HubSpot's robust filtering capabilities to quickly locate and analyze WhatsApp engagements for specific contacts or campaigns, helping you understand communication patterns and optimize your strategies.