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Every WhatsApp interaction Flowella handles is written back to the HubSpot contact record as a timeline activity, labelled Flowella: WhatsApp Forms Integration. This gives your team a full history of WhatsApp engagement next to email, calls, and meetings. Each activity type is also exposed as a Flowella workflow trigger, and can be used with HubSpot’s Delay until event occurs action to pause a workflow until the contact does something on WhatsApp.
Contact activity events use HubSpot’s CRM Timeline v4 event API. Behind the scenes the four event types are flowella-message-sent, flowella-message-seen, flowella-reply, and flowella-form-completed. You only ever see the friendly labels in the timeline, but the underlying event names matter if you’re building custom reports or external integrations on top of HubSpot’s API.

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Activities tracked against a contact

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Event properties for filtering

Each Flowella timeline event carries a fixed set of properties defined in the HubSpot developer app. HubSpot rejects the whole batch if Flowella sends any property that isn’t declared on the event schema, so the runtime only emits the fields listed below. You can use these properties directly as filter conditions on HubSpot workflow triggers, active lists, and reports for the matching event type. messageType is an enum on the Message Read event with the values TEXT, IMAGE, AUDIO, VIDEO, DOCUMENT, TEMPLATE, SYSTEM, and OTHER. It describes the outbound message that was read. Typical filters:
  • formName = Get Started on Form Completed to trigger only on submissions of a specific WhatsApp Flow form.
  • messageType = TEMPLATE on Message Read to isolate read receipts of your template sends.
  • templateName = flowella_form_reminder on Message Sent to segment contacts sent a specific template.
  • Message contains “cancel” on Reply Received to build a cancellation intent workflow.
Direction is not currently an event property. Direction is fixed by event type: Message Sent and Message Read are always outbound, and Reply Received is always inbound. Filter on the event itself rather than on a direction property.
These properties are set on the timeline event. In workflow triggers they appear as filterable fields under the Flowella event; in HubSpot active lists you can reference them via the timeline event filter for the matching event type.

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What each activity records

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Form completed

Logged when a contact completes a WhatsApp Flow form. The activity records:
  • Form name: the name of the form completed, for example Get Started
  • Source: where the submission came from, for example WhatsApp Flow
  • Links: View submission, View in Flowella

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Message sent

Logged when Flowella sends an outbound message or template to the contact. The activity records:
  • Phone: the recipient phone number in E.164 format
  • Delivery status: the Meta delivery state, for example sent
  • Template name: the template used, for example flowella_form_reminder (set only when the message was sent from a template)
  • Links: Open in Inbox, View in Flowella

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Message read

Logged when the contact opens a message Flowella delivered. The activity records:
  • Phone: the recipient phone number in E.164 format
  • Message type: the kind of outbound message that was read — one of TEXT, IMAGE, AUDIO, VIDEO, DOCUMENT, TEMPLATE, SYSTEM, or OTHER
  • Time to read (seconds): how long after delivery the contact opened the message
  • Links: View message in Flowella

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Reply received

Logged when the contact sends a free text reply. The activity records:
  • Phone: the contact’s phone number in E.164 format
  • Message: the content of the reply
  • Response time (seconds): how quickly the contact replied
  • Links: Open in Inbox, View in Flowella

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Using activities in workflows

The same four activities power Flowella’s HubSpot workflow triggers. You can enrol a contact when an activity occurs, or hold a contact at a Delay until event occurs step until it does.
The strongest pattern is send then wait: send a template, add a Delay until event occurs step set to a Flowella event such as Form Completed, then branch on whether the event happened in your chosen window. See Workflow actions for the full setup, including how to filter the Text Reply trigger on message content.

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Turn contact activity events on or off

The four events are written by an org-level capability. You can switch the whole feature on or off without uninstalling the HubSpot app. Go to Settings → HubSpot → Contact activity events and toggle the switch.
  • On (default) — Flowella publishes message-sent, message-seen, reply, and form-completed events to every connected contact’s timeline.
  • Off — Flowella stops publishing new events. Existing timeline entries are kept.
Turning the toggle off is useful while you debug a noisy workflow, or if a portal admin wants to keep WhatsApp data out of the CRM timeline temporarily. Each timeline event carries two links you can click straight from the activity card:
  • View in Flowella — uses the new channel-scoped inbox path (/{org}/{waba}/{phone}/inbox/...) so you land on the right channel even if your Flowella account spans multiple WABAs.
  • Open in Inbox — opens the HubSpot live-messages thread for the conversation, so an agent can reply from inside HubSpot.
(Behind the scenes, the v4 event payload exposes these as flowellaRecordUrl and inboxUrl. They were previously generic and broke for multi-channel accounts — both URLs are now generated per-channel.)

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Finding activities on a contact

Open any contact record and look at the Activities timeline. Flowella events show under the Flowella: WhatsApp Forms Integration label. To see only WhatsApp activity, filter the timeline by that activity type. These same activities feed the contact and conversation properties used in Reporting and dashboards.

Workflow actions

Set up Flowella triggers and actions in HubSpot workflows.

Reporting & dashboards

Report on WhatsApp activity alongside your other channels.

Custom channel

Bring WhatsApp conversations into the HubSpot inbox.

Using the inbox

Read and reply to WhatsApp conversations in Flowella.
Last modified on August 10, 2026