Flowella contact activity in HubSpot

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.

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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.

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Last WhatsApp reply contact properties

Alongside the timeline events, Flowella maintains two contact properties that always hold the contact’s most recent inbound WhatsApp reply: Both properties live in the Flowella Properties group on the contact record. Flowella creates the group and both properties when you connect or reconnect HubSpot. Portals connected before the properties existed are provisioned automatically on the first inbound reply. Flowella overwrites both properties on every inbound text reply and confirms the write before publishing the Reply Received timeline event. When a Text Reply trigger fires, Last WhatsApp reply message already holds the message that fired it, so your workflow can branch on the property immediately. Replies longer than 4,096 characters are truncated to fit the property.

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Branch on the property, not the event message

HubSpot evaluates event filters such as Reply Received → Message contains against every historical Reply Received event on the contact, not just the newest one. Once a contact has ever sent a matching reply, the filter matches forever. The contact property avoids this because it only holds the latest reply. The recommended pattern is:

1. Enrol the workflow on the Text Reply event so it fires when a new inbound message arrives.
2. Branch on the Last WhatsApp reply message contact property. Use exact equality for fixed choices such as Yes / No, or “contains any of” for keyword routing.

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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

Click View submission to open a modal on the contact record that renders the full question-and-answer breakdown of the Flow submission, without leaving HubSpot. The modal is a Flowella-hosted iframe using HubSpot’s Timeline v4 iframe support. See View submission and View template modals below.

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Message sent

Logged when Flowella sends an outbound message or template to the contact. The activity records:

• Direction: OUTBOUND
• Message type: one of TEXT, IMAGE, AUDIO, VIDEO, DOCUMENT, TEMPLATE, SYSTEM, or OTHER
• Status: Sent
• Template: the template name, for example flowella_form_reminder (set when the message was sent from a template)
• Links: View template, Open in Inbox, View in Flowella

When the outbound message is a template send, the activity card exposes a View template link that opens a modal on the contact record showing the rendered template (header, body, footer, buttons, and any variables filled with the values used for this contact). See View submission and View template modals below.

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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.

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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.

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Deep links from the timeline

Each timeline event carries links you can click straight from the activity card:

• View in Flowella — uses the 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.
• View submission (Form completed) and View template (Message sent, template messages only) — open a Flowella-hosted modal in place on the contact record. See below.

(Behind the scenes, the v4 event payload exposes the first two as flowellaRecordUrl and inboxUrl. They were previously generic and broke for multi-channel accounts — both URLs are now generated per-channel. The modal links are exposed on the same event as a Timeline v4 timelineIFrame field.)

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View submission and View template modals

Form completed and template Message sent activities include an in-place modal that opens on the HubSpot contact record. Clicking the link loads a Flowella-hosted page inside a HubSpot Timeline v4 iframe, so your team can review what was submitted or what a contact actually saw without switching tabs. The modal is powered by a signed, time-limited embed link. Flowella stores a durable snapshot of the submission or rendered template at the moment the activity is written to the timeline, so the modal keeps showing the exact content the contact saw or submitted even if the template is edited or the Flow is updated later. Links open on the same page as the activity, so hitting Escape or clicking outside the modal returns you straight to the contact timeline.

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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.

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