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

# Add the Flowella custom channel to HubSpot inbox

> Connect Flowella as a HubSpot custom channel so WhatsApp conversations land in the conversations inbox alongside email, chat, and calls for your team.

The Flowella custom channel brings every WhatsApp conversation Flowella manages into the HubSpot [conversations inbox](https://knowledge.hubspot.com/inbox/compose-and-reply-to-emails-in-the-conversations-inbox). Your team reads and replies to WhatsApp threads from the same place they handle email, chat, and calls, and every message is logged on the contact record.

In HubSpot's **Connect a channel** screen, Flowella appears as **Flowella Channel**, next to Team email, Forms, Facebook Messenger, WhatsApp, and Calling.

## 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.

<Note>
  **Available with any of the following HubSpot subscriptions, except where noted:**

  * **Sales Hub** Professional or Enterprise
  * **Service Hub** Professional or Enterprise

  HubSpot Credits may also be required. See HubSpot's guide, [Connect custom channels to the conversations inbox](https://knowledge.hubspot.com/inbox/connect-custom-channels-to-the-conversations-inbox), for the current terms.
</Note>

Permissions and seats are split across the steps:

| To do this                                     | You need                          |
| ---------------------------------------------- | --------------------------------- |
| Install the Flowella app in your portal        | App Marketplace access permission |
| Connect the channel to the conversations inbox | Super Admin                       |
| Set routing rules for the channel              | A Sales seat or Service seat      |

## Before you connect

* Your Flowella account is connected to your HubSpot portal. See [Setup](/hubspot/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

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

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Finish">
    Click **Next**, then **Done**. The Flowella channel is connected, and incoming WhatsApp conversations now appear in your conversations inbox.
  </Step>
</Steps>

## 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.

| Direction                         | What happens                                                                                                                                                                                                                            |
| --------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Inbound (WhatsApp → HubSpot)**  | When a contact sends a WhatsApp message, Flowella creates or matches the HubSpot contact and publishes the message to the Flowella channel thread. The same message remains visible in the [Flowella inbox](/app/inbox).                |
| **Outbound (HubSpot → WhatsApp)** | When an agent replies from the HubSpot inbox, Flowella forwards the message to Meta and writes the delivery outcome (`SENT` or `FAILED`) back to the HubSpot thread so the agent sees the same status they would in the Flowella inbox. |
| **Templates from HubSpot**        | The reply composer lets you send approved templates and Flowella's reopen templates (see [Reply templates](/settings/reply-templates)) when the 24-hour window has closed.                                                              |

<Note>
  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.
</Note>

## 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.

<Note>
  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](/app/inbox) and [Templates](/app/templates).
</Note>

## 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

<CardGroup cols={2}>
  <Card title="Setup" icon="plug" href="/hubspot/setup">
    Connect your Flowella account to your HubSpot portal.
  </Card>

  <Card title="Using the inbox" icon="inbox" href="/app/inbox">
    Read, reply, and manage WhatsApp conversations in Flowella.
  </Card>

  <Card title="Contact activity" icon="activity" href="/hubspot/contact-activity">
    See every WhatsApp activity logged against a contact.
  </Card>

  <Card title="Workflow actions" icon="git-branch" href="/hubspot/workflow-actions">
    Trigger WhatsApp sends from HubSpot workflows.
  </Card>
</CardGroup>