HubSpot sync failures

Most HubSpot issues fall into one of three buckets: the integration is disconnected, a field mapping is wrong, or a workflow action is misconfigured. This page works through them in order. For initial setup, see HubSpot setup. For workflow actions, see Workflow actions.

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1. Check the connection

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2. Form submissions not appearing in HubSpot

If a contact completes a WhatsApp Flow but you can’t see the submission in HubSpot:

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Field mapping mismatch

The Flow may include a field that doesn’t map to a HubSpot property of a compatible type. Open the form on the Forms page and review the mapping for each field.

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Required field is empty

If a HubSpot form field is marked required and the WhatsApp Flow allowed the user to skip it, the submission will be rejected by HubSpot. Make the field optional in HubSpot, or required in the Flow.

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Phone number format

HubSpot is strict about phone format. See Phone number format — most “missing contact” issues come down to E.164 vs national format.

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Lookup happens after the workflow action runs

If your HubSpot workflow runs immediately on form submission, race conditions can cause the workflow to fire before Flowella has finished writing the contact. Add a short delay (1–2 minutes) at the start of the workflow, or trigger off the contact property change instead of the form submission.

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3. Workflow actions stalled or failing

If a HubSpot workflow that includes a Flowella action is stuck:

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Open the workflow’s Action history

In HubSpot, find the contact, scroll to Workflow History, and click into the failing run. HubSpot shows the response Flowella returned for each action.

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Common error responses

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Template send suppressed as duplicate

If HubSpot shows a Send WhatsApp Template action completed with error reason DUPLICATE_TEMPLATE_SEND_SUPPRESSED, Flowella intentionally skipped the send because the same template was already sent to the same phone number inside its dedupe window. The most common trigger is two HubSpot contacts sharing a phone number — for example a personal and a work record, or a household with one WhatsApp number — enrolling in the same workflow within seconds of each other. Only the first send goes to WhatsApp; the second is suppressed so the contact does not receive the same message twice. Previously the second workflow action would sit in Pending for around an hour until HubSpot’s callback timeout. Flowella now completes the callback immediately as a failure so the enrolled contact moves on to the next step (or the “action failed” branch) without waiting. How to tell it apart from a real failure:

• Suppressed as duplicate — the error reason is exactly DUPLICATE_TEMPLATE_SEND_SUPPRESSED. The template did send to that phone number, just via a different enrolled contact. No action needed.
• Genuine send failure — the error will be a specific reason such as Template not approved, Phone number invalid, Contact opted out, or a Meta Graph error code. Follow the row in the table above.

If you legitimately need to send the same template to the same number twice (for example a re-confirmation after a long delay), space the enrolments out past the dedupe window or use a different template.

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Action exists but does nothing

If the workflow runs without errors but no message arrives, double-check:

• The action is enabled (not paused).
• The recipient is enrolled in the workflow at the right step.
• HubSpot’s enrolment criteria still match the contact.

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4. Sync direction confusion

Flowella sync is bidirectional but partial:

• WhatsApp Flow submissions → write contact properties to HubSpot.
• HubSpot workflow actions → send WhatsApp messages and templates.
• Inbound WhatsApp replies → log to the contact timeline (does not auto-update properties).

If you expected a free-form WhatsApp reply to update a property, that needs an extra step on your side — a HubSpot workflow that watches for the conversation event and parses the reply, or a custom integration via the API.

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Still stuck?