HubSpot workflow triggers and actions for WhatsApp

Flowella adds WhatsApp triggers and five actions to HubSpot workflows. Use them to send templates and messages, wait for a contact’s reply or Flow submission, read documents into contact properties and create PDFs. This page lists every trigger and action with its fields, outputs and error codes. Several actions depend on the 24-hour window: for 24 hours after a contact messages your WhatsApp number, you can send them any message. Outside the window, WhatsApp only delivers approved templates.

Before you start

Connect HubSpot to Flowella and check that Custom workflow actions is under Unlocked on the Capabilities card in Settings → HubSpot. See Capabilities.
For the triggers, Contact activity events (message sent, read, replies, forms) must be unlocked too. See Check that contact activity events are unlocked.
Use contact-based workflows. Flowella’s actions only run on contacts. HubSpot workflows come with Professional and Enterprise plans.
To send templates, have at least one approved template. See Templates.
Store WhatsApp numbers in international format, for example +447700900123. See Phone number format.

See Before you start for the full checklist.

The send actions always use your default WhatsApp number. To check or change it, see Connected numbers table.

How a workflow send works

This diagram shows what happens when a workflow sends a template, and how the contact’s reply comes back to HubSpot. The HubSpot inbox steps only apply when the Flowella custom channel is connected.

HubSpot holds the contact at a send step until Flowella reports the result, for up to one hour. Flowella reports success when WhatsApp marks the message as sent.
If a send fails, the step fails with a reason and an error code, and the workflow continues with the next step. See Error codes.
Every send appears in the Flowella inbox. Templates sent by a workflow also appear in the HubSpot inbox thread, as the template name and language. Messages from Send WhatsApp Message and Send WhatsApp Reply don’t appear in the HubSpot inbox thread.

Triggers

When you choose a trigger for a contact-based workflow, or the event for a Delay until event step, search for Flowella. HubSpot lists the events under Flowella: WhatsApp Forms Integration, for example Flowella: WhatsApp Forms Integration: Form Completed.

Trigger	Fires when	Event properties
Form Completed	A contact submits a WhatsApp Flow and Flowella sends the answers to the HubSpot form	`formName`, `source` (always `WhatsApp Flow`)
Text Reply	A contact sends a text message, taps a quick reply button, picks from a list or submits a Flow	`phone`, `message`, `responseTimeSeconds`
Message Sent	WhatsApp reports that a message from Flowella was sent to the contact	`phone`, `deliveryStatus` (always `sent`), `templateName` (template sends only)
Message Read	WhatsApp reports that the contact read a message from Flowella	`phone`, `messageType`, `timeToReadSeconds`

You can filter on these properties in the trigger, in Delay until event steps and in active lists. For the full property reference, see Event properties for filtering.

Form Completed (inbound)

This trigger fires when a contact submits a WhatsApp Flow.

It only fires for WhatsApp Flow submissions. A website submission of the same HubSpot form doesn’t fire it, so use HubSpot’s own form submission trigger for those.
The event records the form name and the source, not the answers. Flowella sends the answers to HubSpot as a submission of the form the Flow was built from. Branch on the contact properties the form writes.
Filter on Form Name so that only submissions of that form enrol the contact or end the wait.

Typical use: process a booking, feedback or onboarding form as soon as the contact submits it.

Text Reply (inbound)

This trigger fires when a contact sends you a text message. It also fires when the contact:

Taps a quick reply button. The reply is the button’s label.
Picks an option from a list. The reply is the option’s title.
Submits a WhatsApp Flow. The reply is a one-line summary that starts with the Flow’s title.

It doesn’t fire for images, voice notes, videos or documents, even when they have a caption. Because a Flow submission counts as a reply, a Delay until event step that waits for Text Reply also ends when the contact submits a Flow. To route on what the contact said, enrol on Text Reply and branch on the Last WhatsApp reply message contact property (flowella_last_reply_message). Flowella writes the reply to this property, and the time to Last WhatsApp reply at (flowella_last_reply_at), before the event fires. The property always holds the reply that fired the trigger. Use exact matches for fixed choices such as Yes and No. See Last WhatsApp reply contact properties.

Don’t filter the trigger itself on the event’s Message property. HubSpot checks event filters against every Text Reply event the contact has ever sent, so a keyword filter matches old replies as well as the new one. Rebuild any workflow that filters on Text Reply → Message so that it branches on Last WhatsApp reply message instead.

STOP, UNSUBSCRIBE, CANCEL, END and QUIT are opt-out keywords. When one of them is the whole message, Flowella opts the contact out of messages from that WhatsApp number. The message still fires Text Reply, so don’t build routes that ask contacts to reply with these words, and don’t label a quick reply button Cancel or Stop. See How keyword opt-outs work.

Typical use: route contacts on replies such as Yes, Book or Help, or send a Flow when a contact asks for something.

Message Read (outbound)

This trigger fires when WhatsApp reports that the contact read a message you sent through Flowella. messageType is the type of message that was read: TEXT, IMAGE, AUDIO, VIDEO, DOCUMENT, TEMPLATE, SYSTEM or OTHER. Filter on messageType equal to TEMPLATE to look only at template reads. Typical use: follow up only after the contact has seen your first message.

Message Sent (outbound)

This trigger fires when WhatsApp reports that a message from Flowella was sent to the contact. It covers messages from workflows, the Flowella inbox and bulk sends. deliveryStatus is always sent, because Flowella doesn’t log deliveries as events. templateName holds the template name for template sends, for example flowella_form_reminder. Typical use: track messages your team sends from the Flowella inbox, or start a follow-up timer. A workflow doesn’t need this trigger for its own sends, because the send step’s outputs already record them.

Using “Delay until event” with Flowella triggers

HubSpot’s Delay until event step pauses a contact until a Flowella event happens, or until a time limit passes. Then a Branch step checks whether the event happened in time. For example, a workflow can:

Send a Flow with Send WhatsApp Template.
Wait with Delay until event, set to the Flowella Form Completed event and filtered on Form Name.
Branch on whether the contact submitted in time. If not, send a reminder or create a task.

You can wait for any Flowella event:

Form Completed: wait for the Flow’s answers, then branch on the properties the form wrote.
Text Reply: wait for any reply, then branch on Last WhatsApp reply message.
Message Read: wait until the contact opens your message, then decide whether to follow up.

Plan the time limit around the 24-hour window. A plain text follow-up only reaches the contact if they messaged you in the last 24 hours. After a longer wait, follow up with Send WhatsApp Template or Send WhatsApp Reply.

Actions

Flowella adds five actions to contact-based workflows. Search for the action’s name when you add a step.

Action	What it does	When the 24-hour window is closed
Send WhatsApp Template	Sends an approved template, including templates with a Flow button	Sends as normal
Send WhatsApp Message	Sends plain text	Fails
Send WhatsApp Reply	Sends text, or wraps it in the Service smart reply template	Sends the template, or skips if you choose
AI Document Reader	Reads a PDF or image and writes values to contact properties	Not affected
Generate Document	Creates a PDF from a document template and saves it to HubSpot files	Not affected

Assign to Customer Agent is HubSpot’s own action, not a Flowella action. See Hand conversations to the HubSpot Customer Agent.

Outputs of the send actions

Send WhatsApp Template, Send WhatsApp Message and Send WhatsApp Reply return these outputs. Later steps in the workflow can use them as data tokens.

Output	What it holds
Message ID	WhatsApp’s ID for the message.
Message status	`sent` when the step succeeds, or `delivered` or `read` if WhatsApp reported that first. `failed` when the step fails.
Recipient WhatsApp ID	The contact’s number in international format, without the `+`.
Message type	`template` or `text`.
Sent at	When the step finished, as a UTC timestamp.
Error message	Why the step failed. HubSpot also shows this message in the workflow history.
Error code	A short code for the failure. See Error codes.

Send WhatsApp Template

This action sends an approved WhatsApp template to the enrolled contact from your default number. Templates with a Flow button are sent the same way, so this is also how you send a Flow from a workflow.

Field	Description
Contact Phone Number (required)	The contact property that holds the recipient’s WhatsApp number, in international format. If the property is empty for a contact, Flowella uses the contact’s WhatsApp phone number (`hs_whatsapp_phone_number`), then mobile phone number (`mobilephone`), then phone number (`phone`).
Template Name (required)	The template to send. The list shows the approved templates of your default number’s WhatsApp Business Account. Each name appears with spaces and capital letters, so `booking_confirmation` appears as Booking Confirmation.
Contact Email	Optional. Flowella doesn’t use it when sending.
Template Variable 1 to 5	The values for the template’s variables. Map HubSpot properties or other data tokens. A text header variable takes Template Variable 1, and the body variables follow in order.

Variables

Map the variables in the order the template shows them. Image, video and document headers don’t use a slot. For example, a template has {{1}} in the header and {{1}} and {{2}} in the body. Map Template Variable 1 to the header value, and Template Variables 2 and 3 to the body values.
If a mapped value is empty, or you map fewer slots than the template has variables, Flowella sends the template’s confirmed fallback value. If there is no confirmed fallback, the send fails. See Fallback values.
The action has five slots. For any variable after the fifth, Flowella sends the confirmed fallback value, or the send fails.
Dates appear in UTC. See Date and time variables.
For a location header, map the latitude and longitude to the slots after the body variables. See Location headers.

Media, buttons and language

Image, video and document headers always use the media saved with the template. You can’t change the media for each contact from HubSpot.
You can’t set button values for each contact. Put per-contact links or codes in a body variable instead.
When the template has a Flow button, Flowella passes the enrolled contact’s HubSpot ID to the Flow. This helps Flowella match the submission to the same contact.
If the template exists in more than one language, Flowella sends the en version. If there is no en version, it sends the most recently updated one. Versions in en_GB or en_US don’t count as en. See Language.

Duplicate sends. If the same template, in the same language, goes to the same phone number from the same WhatsApp number within 15 seconds, Flowella sends it once. The other step fails straight away with DUPLICATE_TEMPLATE_SEND_SUPPRESSED, and the workflow continues. This usually happens when two HubSpot contacts share a phone number and enrol at the same time. The template still reached that phone number. See Template send suppressed as duplicate.

Send WhatsApp Message

This action sends a plain text message to the enrolled contact from your default number. It can’t send media, buttons or templates.

Field	Description
Recipient Phone Number (required)	The contact property that holds the recipient’s WhatsApp number. If it’s empty for a contact, Flowella uses the contact’s WhatsApp phone number, then mobile phone number, then phone number.
Message Text (required)	The message. Personalise it with HubSpot data tokens, such as the contact’s first name.

Key points:

The message only reaches the contact inside the 24-hour window. Flowella doesn’t check the window first. If the contact hasn’t messaged your default number in the last 24 hours, WhatsApp rejects the message (Meta error 131047) and the step fails. See Error 131047.
When the window may be closed, use Send WhatsApp Reply or Send WhatsApp Template instead.
Flowella sends the text exactly as HubSpot fills it in. It doesn’t reformat dates.
The message appears in the Flowella inbox, not in the HubSpot inbox thread.

Send WhatsApp Reply

This action sends your message as normal text when the 24-hour window is open. When the window is closed, it sends the message inside your Service smart reply template, so it can still reach the contact. Use it when a workflow may run hours or days after the contact’s last message.

Field	Description
Message body (required)	Your message. Personalise it with HubSpot data tokens.
Skip if window is closed	When ticked, the action doesn’t send a template. If the window is closed, the step fails with `SESSION_CLOSED_SKIPPED` and the workflow continues.

The action has no phone field. Flowella uses the contact’s WhatsApp phone number, then mobile phone number, then phone number. This flowchart shows how the action decides what to send. When the window is closed:

Flowella always uses the Service smart reply template. It fills {{1}} with the contact’s first name, {{2}} with your organisation name and {{3}} with your message.
Smart reply templates are English only.
If the Service template is turned off, not approved yet or paused by Meta, the step fails with the message “Smart Reply template is not approved yet. Check Settings → Reply Templates.” Check the template in Settings → WhatsApp (Meta) → Smart replies. See Smart replies.

Meta can charge for the message whether the window is open or closed. See Pricing and message categories. Like Send WhatsApp Message, this action sends the text as HubSpot fills it in, and its messages don’t appear in the HubSpot inbox thread. When to use it instead of Send WhatsApp Message:

Re-engagement and customer success follow-ups that may run after 24 hours of silence.
Follow-ups after a Form Completed wait with a long time limit.
Any send that should reach the contact whatever the state of the window.

Track the window in a HubSpot property

Flowella can keep a contact property up to date with the time the contact’s 24-hour window closes. Flowella writes to whatsapp_window_open_until but doesn’t create it, so create it in HubSpot first:

In HubSpot, create a contact property. See HubSpot’s guide to creating properties.
Choose the field type Date and time picker.
Check that the internal name is exactly whatsapp_window_open_until before you save. HubSpot doesn’t let you change an internal name later.

Each time the contact sends you a message, Flowella sets the property to 24 hours after that message. This needs CRM contacts (auto-create on new WhatsApp chat) under Unlocked in Settings → HubSpot. Use the property in branches and lists, for example to treat contacts whose window has closed differently. The property reflects the contact’s latest message to any of your WhatsApp numbers. Send WhatsApp Reply checks the window on your default number only.

AI Document Reader

This action reads a PDF or image, finds the values you ask for and writes them to the enrolled contact’s properties. Use it for documents your contacts send you, such as a file uploaded through a HubSpot form or a WhatsApp Flow.

Field	Description
Document source (required)	Where the document is. Enter an `https://` link, the numeric ID of a file in HubSpot files, or the internal name of a contact property that holds a link or file ID.
Field map JSON (required)	A JSON array of up to 40 entries. Each entry pairs a value to find (`extract`) with the internal name of the contact property to write it to (`hubspot`).
Extraction instructions	Optional hints, such as where a value appears on the document. Flowella uses the first 2,000 characters.
Clear HubSpot properties when empty	When ticked, a value Flowella can’t find clears the matching property. When not ticked, Flowella leaves that property as it is.

A field map looks like this:

[
  { "extract": "passport_number", "hubspot": "passport_number" },
  { "extract": "date_of_birth", "hubspot": "date_of_birth" },
  { "extract": "full_name", "hubspot": "firstname" }
]

Each extract name starts with a letter, uses only letters, numbers and underscores, and is up to 64 characters long. Use each extract name once. Documents Flowella can read:

PDF, JPEG, PNG and WebP files, up to 15 MB. Flowella checks the file’s contents, not its name. Other formats, including HEIC photos from iPhones, fail with DOCUMENT_UNSUPPORTED_TYPE.
PDFs of up to 4 pages.
Links must start with https://.

If a PDF has little or no text, such as a scan, Flowella reads it visually, the same way as a photo. How properties are written:

Flowella writes all the values in one update to the contact.
If any property in the field map doesn’t exist in HubSpot, or HubSpot rejects a value, the whole update fails with HUBSPOT_PATCH_FAILED. No properties change. Check every internal name before you turn the workflow on.
Clear HubSpot properties when empty decides what happens to properties for values Flowella can’t find. Values it finds are always written.

When the step succeeds, it returns these outputs:

Output	What it holds
Properties written	The internal names of the properties Flowella wrote, separated by commas.
Page count	The number of pages Flowella read.
Extraction mode	`text` for PDFs with readable text, or `vision` for images and scanned PDFs.

Error codes:

Error code	Meaning
`DOCUMENT_SOURCE_MISSING`	Document source is empty, or the contact property it names holds no link or file ID.
`DOCUMENT_SOURCE_NOT_HTTPS`	The link doesn’t start with `https://`.
`DOCUMENT_DOWNLOAD_FAILED`	Flowella couldn’t download the file.
`DOCUMENT_TOO_LARGE`	The file is larger than 15 MB.
`DOCUMENT_UNSUPPORTED_TYPE`	The file isn’t a PDF, JPEG, PNG or WebP.
`DOCUMENT_TOO_MANY_PAGES`	The PDF has more than 4 pages.
`DOCUMENT_EXTRACT_FAILED`	Flowella couldn’t read the document.
`HUBSPOT_PATCH_FAILED`	HubSpot rejected the update, for example because a property in the field map doesn’t exist. Nothing was written.
`FIELD_MAP_MISSING`, `FIELD_MAP_EMPTY`, `FIELD_MAP_INVALID_JSON`, `FIELD_MAP_INVALID`, `FIELD_MAP_DUPLICATE`, `FIELD_MAP_TOO_LARGE`	Field map JSON is missing, empty or not valid JSON, has an entry that breaks the rules above, repeats an `extract` name, or has more than 40 entries.
`HUBSPOT_NOT_CONNECTED`	Flowella can’t reach your HubSpot account. Reconnect HubSpot.

Generate Document

This action fills a Flowella document template with the enrolled contact’s HubSpot properties, creates a PDF and saves it to your HubSpot files, in the flowella-documents folder. Create templates on the Document templates screen in Flowella.

Field	Description
Document template ID (required)	The template’s ID. Copy it with Copy ID in Settings → Document templates.
Output filename	Optional. The PDF’s file name. If you leave it empty, Flowella names the file after the template. Characters other than letters, numbers, dots, hyphens and underscores become underscores, and Flowella adds `.pdf`.
HubSpot file property	Optional. The internal name of a contact property where Flowella saves the new file’s HubSpot file ID. The property must already exist.

When the step succeeds, it returns these outputs:

Output	What it holds
File URL	A temporary Flowella link to the PDF. It stops working one hour after the step finishes. Don’t save it to a property or put it in an email.
HubSpot file ID	The PDF’s ID in HubSpot files. Use it to find the file later.

Flowella saves generated PDFs to HubSpot files as public files. Anyone who has a file’s link can open it, and search engines can index it. Don’t put sensitive personal data, such as ID numbers or health or financial details, in document templates. Files that contacts upload in a WhatsApp Flow are saved to HubSpot files in the same way.

Error codes:

Error code	Meaning
`DOCUMENT_TEMPLATE_ID_INVALID`	Document template ID isn’t a valid template ID.
`DOCUMENT_TEMPLATE_NOT_FOUND`	No template with that ID exists in your organisation. It may have been deleted.
`DOCUMENT_TOKEN_MISSING`	A property used in the template is empty for this contact.
`DOCUMENT_TEMPLATE_INVALID`, `DOCUMENT_TEMPLATE_TOO_LARGE`	The template’s JSON isn’t valid, or it’s too large.
`DOCUMENT_RENDER_FAILED`	Flowella couldn’t create the PDF.
`HUBSPOT_FILE_UPLOAD_FAILED`	HubSpot didn’t accept the file.
`HUBSPOT_PATCH_FAILED`	Flowella saved the file but couldn’t write its ID to HubSpot file property, for example because the property doesn’t exist.
`HUBSPOT_NOT_CONNECTED`	Flowella can’t reach your HubSpot account. Reconnect HubSpot.

Error codes

When Send WhatsApp Template, Send WhatsApp Message or Send WhatsApp Reply fails, the contact’s workflow history shows the reason, and the Error code output holds a short code. The workflow then continues with the next step.

Error code	Actions	What it means	What to do
`CONTACT_PHONE_MISSING`	All three	The contact has no number in the mapped property or in the phone properties Flowella falls back to.	Add the contact’s WhatsApp number in international format.
`CONTACT_PHONE_INVALID`	All three	The number isn’t a valid international number, for example a local number such as `07700 900123`.	Store it as `+447700900123`. See Phone number format.
`CONTACT_OPTED_OUT`	All three	The contact has opted out of messages from your default number.	Don’t message the contact. See Opt-outs.
`TEMPLATE_NOT_FOUND`	Template	Flowella can’t find an approved template with this name for your default number. It may have been deleted, renamed or not approved yet.	Choose the template again in Template Name.
`TEMPLATE_WABA_MISMATCH`	Template	The template belongs to a different WhatsApp Business Account from your default number.	Choose a template from the default number’s account.
`VARIABLE_EMPTY_NO_FALLBACK`	Template	A variable is empty and the template has no fallback value for it. The error message names the variable.	Map a property that has a value, or add and confirm a fallback value. See Fallback values.
`DUPLICATE_TEMPLATE_SEND_SUPPRESSED`	Template	The same template went to the same phone number in the last 15 seconds.	Nothing. The phone number received the template once.
`MESSAGE_TEXT_MISSING`	Message	Message Text is empty after HubSpot fills in the data tokens.	Check the text and the properties its tokens use.
`MESSAGE_BODY_MISSING`	Reply	Message body is empty after HubSpot fills in the data tokens.	Check the text and the properties its tokens use.
`SESSION_CLOSED_SKIPPED`	Reply	The window is closed and Skip if window is closed is ticked.	Nothing, if you meant to skip. Otherwise untick the box.
`CHANNEL_NOT_FOUND`	Message, Reply	Your organisation has no connected WhatsApp number.	Connect a number in Settings → WhatsApp (Meta).
`HUBSPOT_CONTACT_NOT_FOUND`	Message, Reply	HubSpot couldn’t find the contact, for example because it was deleted.	Check the contact in HubSpot.
`HUBSPOT_NOT_CONNECTED`, `META_NOT_ENABLED`, `META_NOT_CONNECTED`	Message, Reply	Flowella can’t reach your HubSpot account, or WhatsApp isn’t connected.	Reconnect HubSpot in Settings → HubSpot, or WhatsApp in Settings → WhatsApp (Meta).
Starts with `FLOWELLA_META:`	All three	WhatsApp refused the message, or reported later that it failed. The part after the colon names the reason.	See the next table.
`FAILED`	All three	Any other failure. The error message names the cause.	Read the error message.

When the code is FAILED, the error message tells you more. For example:

For Send WhatsApp Template, set-up problems show the underlying code in brackets: “Flowella could not send this WhatsApp template (CHANNEL_NOT_FOUND). Check the workflow action inputs, then try again.”
For Send WhatsApp Reply, a Service template that isn’t available shows “Smart Reply template is not approved yet. Check Settings → Reply Templates.”
When a variable is empty and its fallback value hasn’t been confirmed yet, the message says that the fallback has not been reviewed. Confirm the fallback values in the template. See Templates with fallbacks not reviewed.
For Send WhatsApp Message and Send WhatsApp Reply, when WhatsApp refuses the message straight away, the message gives WhatsApp’s reason.

Codes that start with FLOWELLA_META:

Error code	Meta error	What it means
`FLOWELLA_META:re_engagement_required`	131047	The 24-hour window has closed. See Error 131047.
`FLOWELLA_META:message_undeliverable`	131026	WhatsApp couldn’t deliver the message. The number may not use WhatsApp.
`FLOWELLA_META:sender_quality_block`	131048	WhatsApp blocked the send because of quality or spam signals on your number. See Error 131048.
`FLOWELLA_META:marketing_limit`	131049	WhatsApp limited marketing messages to this contact. See Healthy ecosystem engagement.
`FLOWELLA_META:marketing_opt_out`	131050	The contact stopped marketing messages from your business in WhatsApp. See Error 131050.
`FLOWELLA_META:marketing_disabled`	131063	Marketing template sends are turned off for your WhatsApp setup in Meta.
`FLOWELLA_META:template_classification_limit`	131064	WhatsApp limited the send because of problems with the template’s category.
`FLOWELLA_META:pacing_held_dropped`	132015	WhatsApp held the message while it checked early feedback on the template, then dropped it because the feedback was negative.
`FLOWELLA_META:template_parameters`	132000, 132012	The values sent don’t match the template’s variables, header or buttons.
`FLOWELLA_META:phone_not_registered`	133010	Your WhatsApp number isn’t fully registered with Meta.
`FLOWELLA_META:rate_limited`	Rate limit	Meta limited how fast you can send. Try again later.
`FLOWELLA_META:service_unavailable`	Temporary error	WhatsApp had a temporary problem. Send again later.
`FLOWELLA_META:generic`	Other	WhatsApp refused the message. The error message includes WhatsApp’s reason.

For fixes for each code and for other WhatsApp errors, see WhatsApp error codes in Flowella. For connection and sync problems, see HubSpot sync failures.

Hand conversations to the HubSpot Customer Agent

Assign to Customer Agent is HubSpot’s own workflow action, not part of Flowella. It hands a conversation to the Customer Agent, HubSpot’s AI agent for the conversations inbox. The agent can only reply on WhatsApp when the Flowella custom channel is connected. The agent’s replies follow the same rules as any reply from the HubSpot inbox:

Plain text from your default number. Attachments are dropped.
Inside the 24-hour window only. If the contact hasn’t messaged your default number in the last 24 hours, the reply isn’t delivered. Flowella posts Re-engage chips in the thread, and a person has to click one to send a template.
Text-based messages only. The agent sees text messages, button taps, list picks and Flow summaries. It doesn’t see images, voice notes, videos or documents.
No typing indicator. Flowella doesn’t show the contact a typing indicator before the agent’s replies at present.
Opt-outs apply. Contacts who opted out don’t receive the agent’s replies.

Assign the agent while the window is open, for example straight after a Text Reply trigger. A workflow that waits 48 hours before it assigns the agent often leaves it unable to reply. See Use the HubSpot Customer Agent with Flowella.

Workflow patterns

These patterns combine Flowella’s triggers and actions with HubSpot’s own steps. For complete step-by-step recipes, see HubSpot workflow recipes.

Pattern 1: Send a Flow and wait for the answers

Send the Flow

Add Send WhatsApp Template and choose a template with a Flow button.

Wait for the submission

Add Delay until event, set to Form Completed and filtered on Form Name. Set a time limit.

Branch on the outcome

Add a Branch on whether the event happened in time.

Process the answers

If the contact submitted, branch on the contact properties the form wrote, then update records or create tasks.

Follow up

If the contact didn’t submit, send a reminder with Send WhatsApp Template or Send WhatsApp Reply, or create a task for your team.

Pattern 2: Route on what the contact replies

Set the trigger

Enrol contacts on Text Reply.

Branch on the reply

Branch on Last WhatsApp reply message, for example equal to Book or Change booking.

Send the right Flow

For Book, add Send WhatsApp Template with your booking Flow template.

Wait for the answers

Add Delay until event, set to Form Completed and filtered on Form Name, then branch on the result.

Pattern 3: Feedback with a follow-up

Send the feedback form

Add Send WhatsApp Template with your feedback Flow template.

Wait for the response

Add Delay until event, set to Form Completed and filtered on Form Name.

Branch on the score

Branch on the score property the form wrote:

High score: thank the contact with Send WhatsApp Message. Submitting the Flow opened a new 24-hour window.
Low score: create a task for your team, or use Assign to Customer Agent while the window is open.

Pattern 4: Hand replies to the Customer Agent

Set the trigger

Enrol contacts on Text Reply.

Acknowledge the message

Optionally, add Send WhatsApp Message to confirm you received the contact’s message.

Assign the agent

Add HubSpot’s Assign to Customer Agent action. The contact messaged you a moment ago, so the agent can reply inside the 24-hour window.

Date and time variables

When you map a HubSpot date or date-time property to a Template Variable in Send WhatsApp Template, Flowella shows it as dd.MM.yyyy HH:mm in UTC. For example, 27.06.2026 14:30.

Flowella always uses UTC, not the contact’s time zone. During British Summer Time, a 14:30 appointment shows as 13:30.
A date-only property shows 00:00 as the time.
Flowella treats any separate 13-digit number in a template variable as a timestamp. A 13-digit order or reference number can appear as a date.
Send WhatsApp Message and Send WhatsApp Reply don’t reformat dates. They send the text as HubSpot fills it in.

To show local time or another format, store the date as text in a HubSpot property, for example Tuesday 4 November, 14:30, and map that property instead. See Dates from HubSpot.

Tips and best practices

Use international phone numbers. Store WhatsApp numbers with + and the country code, for example +447700900123. A local number such as 07700 900123 fails with CONTACT_PHONE_INVALID.

Name templates clearly. The Template Name list shows names with spaces and capital letters. booking_confirmation_restaurant reads as Booking Confirmation Restaurant, which is easier to find than template_1.

Send, then wait. Pair each send with a Delay until event step, so the workflow handles contacts who reply and contacts who don’t.

Test with a small group first. Enrol a test contact with your own number before you turn a workflow on for everyone. Check the variables, the phone number format and each branch.

Contact activity

The Flowella events on each contact and the properties you can filter on.

Custom channel

Bring WhatsApp conversations into the HubSpot inbox.

Template variables

Samples, fallback values and how HubSpot values fill a template.

Smart replies

The Service, Update and Offer templates used outside the 24-hour window.

Workflow recipes

Step-by-step HubSpot workflows built with these actions.

UTM and ad tracking

See which ad, link or QR code started each conversation.

​Before you start

​How a workflow send works

​Triggers

​Form Completed (inbound)

​Text Reply (inbound)

​Message Read (outbound)

​Message Sent (outbound)

​Using “Delay until event” with Flowella triggers

​Actions

​Outputs of the send actions

​Send WhatsApp Template

​Send WhatsApp Message

​Send WhatsApp Reply

​Track the window in a HubSpot property

​AI Document Reader

​Generate Document

​Error codes

​Hand conversations to the HubSpot Customer Agent

​Workflow patterns

​Pattern 1: Send a Flow and wait for the answers

​Pattern 2: Route on what the contact replies

​Pattern 3: Feedback with a follow-up

​Pattern 4: Hand replies to the Customer Agent

​Date and time variables

​Tips and best practices

​Related

Contact activity

Custom channel

Template variables

Smart replies

Workflow recipes

UTM and ad tracking

Before you start

How a workflow send works

Triggers

Form Completed (inbound)

Text Reply (inbound)

Message Read (outbound)

Message Sent (outbound)

Using “Delay until event” with Flowella triggers

Actions

Outputs of the send actions

Send WhatsApp Template

Send WhatsApp Message

Send WhatsApp Reply

Track the window in a HubSpot property

AI Document Reader

Generate Document

Error codes

Hand conversations to the HubSpot Customer Agent

Workflow patterns

Pattern 1: Send a Flow and wait for the answers

Pattern 2: Route on what the contact replies

Pattern 3: Feedback with a follow-up

Pattern 4: Hand replies to the Customer Agent

Date and time variables

Tips and best practices

Related