What the Flowella channel gives you
- A single inbox for WhatsApp conversations, alongside your other HubSpot channels.
- Automatic routing of new conversations to the right users or teams.
- Replies and templates logged against the contact, visible on the timeline and in reporting.
- The ability to switch between WhatsApp and other channels mid-conversation from the reply editor.
Requirements
Custom channels are gated by HubSpot, not by Flowella. Your portal needs one of the qualifying subscriptions before the Flowella Channel option will appear.Available with any of the following HubSpot subscriptions, except where noted:
- Sales Hub Professional or Enterprise
- Service Hub Professional or Enterprise
Before you connect
- Your Flowella account is connected to your HubSpot portal. See Setup if you have not done this yet.
- The Flowella app is installed in your HubSpot portal.
- At least one WhatsApp Business Account and phone number are connected in Flowella.
Connect the Flowella channel
1
Open inbox settings
In HubSpot, click the settings icon in the top navigation bar. In the left sidebar, go to Inbox & Help Desk, then click Inbox.
2
Start connecting a channel
In the top right, click Connect a channel, then select Flowella Channel from the list of channel types. If it does not appear, confirm the Flowella app is installed and re-authorised against your portal.
3
Authorise the channel
Click Continue with Flowella Channel and provide the requested credentials in the pop-up window. The fields shown depend on your Flowella channel configuration.
4
Set routing rules (optional)
Choose how new WhatsApp conversations are assigned. You can route to specific users and teams, or to the contact owner. Setting routing rules requires a Sales or Service seat.
5
Finish
Click Next, then Done. The Flowella channel is connected, and incoming WhatsApp conversations now appear in your conversations inbox.
How messages flow between WhatsApp and the HubSpot inbox
The channel is bidirectional — every inbound WhatsApp message is published to HubSpot, and every outbound HubSpot reply is relayed to WhatsApp via Meta with the round-trip status reflected on both sides.Connection is handled through Flowella’s hosted endpoint at
https://api.flowella.io/api/webhooks/hubspot/channel/connect. This URL is environment-driven and resolved automatically during the marketplace connect wizard — there’s nothing to copy or paste. If you previously saw an Invalid settings or 500 error when trying to connect the channel, that issue is now fixed.Replying from the inbox
Once connected, WhatsApp conversations behave like any other channel in the inbox. Open the inbox, filter by the Flowella channel if you want to focus on WhatsApp, and reply in real time.Free text replies are only possible inside WhatsApp’s 24-hour customer service window. After 24 hours from the contact’s last message, you can only send an approved template. This is a WhatsApp Business Platform rule, not a HubSpot or Flowella limit. See Using the inbox and Templates.
Manage or remove the channel
Go to Settings > Inbox & Help Desk > Inbox, then hover over the Flowella channel:- Edit to change routing and assignment.
- Options > Move to help desk to move the channel and its conversations to help desk.
- Options > Delete to remove the channel.
- Toggle the Status switch to turn the channel off without deleting it.
Related
Setup
Connect your Flowella account to your HubSpot portal.
Using the inbox
Read, reply, and manage WhatsApp conversations in Flowella.
Contact activity
See every WhatsApp activity logged against a contact.
Workflow actions
Trigger WhatsApp sends from HubSpot workflows.