AI WhatsApp Support

File WhatsApp handoffs as HubSpot tickets so your reps see the full conversation context.

When the AI hands off a WhatsApp conversation, OpenCX creates a HubSpot ticket with the full transcript and customer context. Your reps see the ticket in HubSpot and follow up from there.

Pre-requisites

Connect your WhatsApp Business number first. No WhatsApp messages can reach OpenCX until the channel is live — start with Connect WhatsApp and come back here.

• WhatsApp Business number connected — see Connect WhatsApp.
• HubSpot credentials saved — see Connect HubSpot.

How conversations land in HubSpot

Setting up

1. Confirm WhatsApp is connected

   Open Channels → WhatsApp in the OpenCX dashboard. Your WhatsApp Business number should be listed and active.

2. Confirm HubSpot is connected

   In Settings → Integrations, open HubSpot. The status should show the integration is active.

3. Trigger a test handoff

   Send a WhatsApp message to your connected number and ask to speak to a human. The AI should hand off.

4. Verify in HubSpot

   A ticket should appear with the WhatsApp conversation summary and transcript, and an internal handoff comment should be posted with the AI summary, sentiment, and language. Confirm the contact’s phone number is associated with the ticket.

What the rep sees

• A HubSpot ticket with the conversation summary and full transcript.
• The contact’s phone number and any prior HubSpot history linked to the ticket.
• An internal handoff comment with the AI’s escalation reason, sentiment, and language.
• A link to the full OpenCX session for detailed AI reasoning and tool call history.

Channel-specific details

24-hour messaging window

WhatsApp limits free-form replies to 24 hours after the customer’s last message. Outside that window, outbound messages require an approved message template. This constraint applies to follow-up from any channel, not just HubSpot.

Media messages

Images, audio, and documents the customer sends on WhatsApp are included in the ticket as context. Size limits follow WhatsApp’s per-media-type limits.

Following up from HubSpot

HubSpot does not have a native two-way WhatsApp conversation thread. To reply on WhatsApp, use the OpenCX inbox or contact the customer directly. The HubSpot ticket provides visibility and tracking.

---

Related Documentation

AI WhatsApp Support

The channel itself — connect, messaging rules, templates.

Connect HubSpot

Credentials, webhook, and email signatures.

HubSpot Overview

What else HubSpot lights up across every channel.

Troubleshooting

Missing tickets, contact not linked.