> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# 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

<Warning>
  **Connect your WhatsApp Business number first.** No WhatsApp messages can reach OpenCX until the channel is live — start with [Connect WhatsApp](/whatsapp/connect-whatsapp) and come back here.
</Warning>

* **WhatsApp Business number connected** — see [Connect WhatsApp](/whatsapp/connect-whatsapp).
* **HubSpot connected** — see [Connect HubSpot](/integrations/hubspot/connect).

## How conversations land in HubSpot

```mermaid theme={"dark"}
flowchart LR
  A[Customer messages your WhatsApp number] --> B[AI replies on WhatsApp]
  B --> C{AI can resolve?}
  C -- Yes --> D[Conversation closes]
  C -- No --> E[Handoff]
  E --> F[HubSpot ticket with transcript]
  F --> G[Rep follows up]
```

## Setting up

<Steps>
  <Step title="Confirm WhatsApp is connected">
    Open [**Channels → WhatsApp**](https://platform.open.cx/channels/whatsapp) in the OpenCX dashboard. Your WhatsApp Business number should be listed and active.
  </Step>

  <Step title="Confirm HubSpot is connected">
    In [**Settings → Integrations**](https://platform.open.cx/settings/integrations), open **HubSpot**. The status should show the integration is connected, preferably via **OAuth Public App**.
  </Step>

  <Step title="Trigger a test handoff">
    Send a WhatsApp message to your connected number and ask to speak to a human. The AI should hand off.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## 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

<AccordionGroup>
  <Accordion title="24-hour messaging window" icon="clock">
    WhatsApp limits free-form replies to 24 hours after the customer's last message. Outside that window, outbound messages require an approved <Tooltip tip="Pre-approved message formats WhatsApp requires for outbound messages sent after the 24-hour customer service window has closed.">message template</Tooltip>. This constraint applies to follow-up from any channel, not just HubSpot.
  </Accordion>

  <Accordion title="Media messages" icon="image">
    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.
  </Accordion>

  <Accordion title="Following up from HubSpot" icon="reply">
    HubSpot does not have a native two-way WhatsApp conversation thread. To reply on WhatsApp, use the [OpenCX inbox](https://platform.open.cx/inbox) or contact the customer directly. The HubSpot ticket provides visibility and tracking.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="AI WhatsApp Support" icon="whatsapp" href="/whatsapp/introduction">
    The channel itself — connect, messaging rules, templates.
  </Card>

  <Card title="Connect HubSpot" icon="plug" href="/integrations/hubspot/connect">
    OAuth setup, AI sender, workflow actions.
  </Card>

  <Card title="HubSpot Overview" icon="hubspot" href="/integrations/hubspot/overview">
    What else HubSpot lights up across every channel.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/hubspot/troubleshooting">
    Missing tickets, contact not linked.
  </Card>
</CardGroup>