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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.

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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.

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How conversations land in HubSpot

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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 tagged opencx_handedoff with the WhatsApp conversation summary and transcript. Confirm the contact’s phone number is associated with the ticket.

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What the rep sees

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

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Channel-specific details

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

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.