WhatsApp
Messenger
Viber
LINEHow does WhatsApp connect to HubSpot?
Natively. A WhatsApp Business account connects to HubSpot's conversations inbox with a Marketing Hub Professional or Enterprise, or Service Hub Professional or Enterprise, subscription (HubSpot Knowledge Base).
The setup has three requirements worth planning for:
- A verified Meta Business Manager. Meta requires verification for a WhatsApp Business account to go beyond 50 business-initiated conversations a day.
- A suitable phone number. It must be able to receive voice calls, must not sit behind an IVR, and must not be connected to another WhatsApp account, the WhatsApp Business app or another WhatsApp integration.
- Meta's terms. Connecting means accepting WhatsApp's Business Solution Terms, with Meta acting as a sub-processor (HubSpot Knowledge Base).
What are the WhatsApp messaging rules?
A WhatsApp session stays open for 24 hours after the contact's last reply. Outside that window, a business can only start a conversation with a pre-approved message template. HubSpot notes a limit of 1,000 template messages a month, shared across all connected WhatsApp Business accounts, and up to 25 phone numbers per WhatsApp Business account (HubSpot Knowledge Base). For high-volume outbound use, design around those limits early.
How do Viber and LINE connect?
Viber and LINE are not native HubSpot channels. They connect through HubSpot's custom channels API or through apps in the HubSpot App Marketplace (HubSpot Knowledge Base). In practice, that means a Marketplace app or an integration built with a messaging and CPaaS partner. Test each one per market before go-live, including how conversations attach to contacts and how they hand off between teams.
Which other channels are native?
HubSpot's conversations inbox also supports team email, website chat, Facebook Messenger, forms, calling (on Sales Hub or Service Hub Professional or above) and SMS (on Marketing Hub Professional or above with the SMS add-on) (HubSpot Knowledge Base).
What changes once messaging is inside the CRM?
In much of Southeast Asia, customers message more than they email. When those chats run on staff phones, the business cannot see them, cannot report on them and cannot protect the data in them. Inside HubSpot, every conversation lands on the customer record, routing rules send it to the right team, and leadership can see response times by market.
It also matters for AI. HubSpot describes its Customer Agent as resolving enquiries across chat, email, voice and social (HubSpot). An agent can only serve customers in the channels it can see.
What about consent and data protection?
Capture opt-in for each channel and market, and handle opt-outs in the CRM rather than on a phone. Meta acts as a sub-processor, and HubSpot hosts data outside Southeast Asia (HubSpot), so include messaging data in your cross-border transfer documentation. See our page on HubSpot and data protection in Malaysia, Singapore and the Philippines.
