Skip to main content
Most problems between Flowella and HubSpot fall into three groups: the connection, Flow answers reaching HubSpot, and workflow actions that fail. Go to the section that matches what you see. For setup, see Connect HubSpot. For what each action does, see HubSpot workflow actions.

​
Check the connection

1

Open the HubSpot settings

In Flowella, go to Settings → HubSpot. The Connection card shows Connected or Not connected, with your Portal (Hub) ID. The HubSpot status in the top bar of the app shows the same state.
2

Connect again if it says Not connected

An owner or admin selects Connect HubSpot and approves the permissions in HubSpot. Flowella also shows Not connected when HubSpot stops accepting Flowella’s access, for example after someone uninstalls the app in HubSpot. While HubSpot isn’t connected, Flowella sends a HubSpot connection reminder: “Reconnect or review HubSpot so CRM sync keeps working.”
3

Check the capabilities if a feature doesn't work

If the card says Connected but a feature doesn’t work, look at the Capabilities card. Features under Not available need permissions that HubSpot didn’t grant. To pick up new permissions, disconnect and connect again: there is no separate reconnect button. See Reconnect to unlock new capabilities.
While HubSpot is disconnected, workflow actions can’t send, no activity reaches HubSpot and the Flowella channel in the HubSpot inbox stops working. If you use the custom channel, connect it again after you reconnect HubSpot.
For errors shown while you connect, see the Connect HubSpot troubleshooting.

​
Flow answers missing from HubSpot

When a contact submits a WhatsApp Flow, Flowella submits the answers to the HubSpot form that the Flow was built from. First, check whether the submission arrived. See Check that a submission arrived.
The Flow stays open and shows the error, so the contact can try again.
  • “Missing required field:” followed by a field label means the HubSpot form has a required field that the Flow doesn’t collect, for example one you added after the last sync. Select Sync WA Flow on the Flows page, or make the field optional in HubSpot.
  • “Could not submit to HubSpot. Try again.” means HubSpot didn’t accept the submission. Check the connection, as described above.
See Errors the customer sees.
HubSpot attaches a form submission to a contact by email address. When Flowella matches the submission to a HubSpot contact, it adds that contact’s email. If neither the Flow nor the matched contact has an email address, HubSpot lists the submission without a contact.Add an email field to the HubSpot form, then select Sync WA Flow. Or make sure your contacts have an email address in HubSpot.
Flowella attaches the submission to the first contact it finds, in this order:
  1. The contact the workflow enrolled
  2. The contact already linked to the WhatsApp number
  3. A contact with the same phone number
  4. A contact with the same email address
If none match, Flowella creates a contact.Store phone numbers in international format without spaces, such as +447700900123, so Flowella can find contacts by phone. See Phone number format.
Flowella has no field mapping to edit. It builds the Flow from the HubSpot form’s fields, and HubSpot saves each answer to the property that the form field uses. Whether a field is required also comes from HubSpot.To change what the Flow collects, edit the form in HubSpot, then select Sync WA Flow. Fields that WhatsApp can’t show are left out of the Flow. See How HubSpot fields convert.
Wait for the Form Completed event and filter it on Form name. Form Completed fires only when someone submits a WhatsApp Flow, never for a website form submission. See Form Completed.

​
Workflow actions that fail

​
Read the failure in HubSpot

Open the workflow in HubSpot and find the contact in its enrolment history. A failed Send WhatsApp Template, Send WhatsApp Message or Send WhatsApp Reply step shows Flowella’s error message. The action’s Error code output holds a short code, and the workflow carries on with the next step. See Outputs of the send actions. A send step finishes when WhatsApp first reports a status for the message, usually sent. If WhatsApp reports a failure after that, the step still shows success. To see what happened next, open the conversation in the Flowella Inbox.

​
Send action failure codes

Every code, with what it means, is listed in Error codes. Use this table to decide where to look first.

​
Template send suppressed as duplicate

If a Send WhatsApp Template step fails with DUPLICATE_TEMPLATE_SEND_SUPPRESSED, Flowella skipped the send on purpose. The same template, in the same language, went to the same phone number from the same WhatsApp number less than 15 seconds earlier. That phone number still got the template once. The usual cause is two HubSpot contacts who share a phone number, such as a personal and a work record, enrolling in the same workflow at the same time. The step fails straight away, so the contact moves on to the next step without waiting. In the template’s Send log, the repeat shows as Suppressed, with “Duplicate send suppressed within 15 seconds.” To tell it apart from a real failure:
  • Suppressed as a duplicate: the code is exactly DUPLICATE_TEMPLATE_SEND_SUPPRESSED. No action is needed.
  • A real failure: any other code. See Send action failure codes.
To send the same template to the same number twice on purpose, leave more than 15 seconds between the sends, or use a different template.

​
The step keeps waiting

If a Send WhatsApp Template step stays in progress, WhatsApp may have paused or disabled the template. Flowella holds the send and sends it when WhatsApp restores the template. Check the template’s pill on the Templates page. See Delivery-health pills.

​
The step succeeded but nothing arrived

Find the message in the Flowella Inbox. Send WhatsApp Message and Send WhatsApp Reply always send from your default WhatsApp number. If the message shows Failed, read the reason under it and see Messages not delivered.

​
What Flowella writes to HubSpot

Flowella adds these to HubSpot, depending on the capabilities your connection has:
  • Flow answers, as a submission of the HubSpot form the Flow was built from.
  • Timeline activity on the contact: message sent, message read, reply received and form completed.
  • The Last WhatsApp reply message and Last WhatsApp reply at contact properties.
  • New contacts for people who message you and aren’t in HubSpot yet.
  • Conversations in the HubSpot inbox, through the Flowella custom channel.
Flowella doesn’t write opt-outs or message statuses to contact properties. To act on what a contact replied, branch on Last WhatsApp reply message. See Contact activity and What Flowella adds to HubSpot.

​
Still stuck?

Contact Flowella support with:
  • The error message and Error code from the workflow’s enrolment history
  • The HubSpot contact’s record ID and the workflow’s name
  • The date and time of the failed step
  • Your Portal (Hub) ID from Settings → HubSpot

Connect HubSpot

Connection, capabilities and reconnecting.

HubSpot workflow actions

What each action does, its outputs and every error code.

WhatsApp error codes

What WhatsApp’s codes mean and how to fix them.

Flows

Sync HubSpot forms to WhatsApp Flows and check submissions.
Last modified on October 24, 2026