WhatsApp & HubSpot: Can You Use the Same Number in Both Places?

HubSpot's integration with WhatsApp is a powerful tool for businesses, allowing them to manage customer conversations directly within their CRM. But what if you also want to use the WhatsApp Business app with the same number? A recent discussion in the HubSpot Community explored this very question, focusing on the possibility of "coexistence" between the HubSpot integration and the WhatsApp Business mobile app.

The Challenge: Non-Coexistent Cloud API Mode

As one community member pointed out, currently, connecting a WhatsApp number to HubSpot using the WhatsApp Cloud API means that number can no longer be used in the WhatsApp Business mobile app. This is because the integration operates in a non-coexistent Cloud API mode, where the number is fully migrated to API use. This can be limiting for teams that want to combine structured CRM workflows inside HubSpot with the flexibility of direct conversations from the mobile app.

Meta offers a feature called WhatsApp Cloud API Coexistence, which allows the same number to be used simultaneously in both the WhatsApp Business mobile app and the Cloud API. The original poster raised the question of whether HubSpot is planning to support this feature.

The Current Situation: Feature Request Needed

A HubSpot representative responded to the query, acknowledging the interest in this functionality. They shared helpful links to the HubSpot Knowledge Base, which clarifies the current behavior of the WhatsApp integration, and another Community thread providing more specific context.

Unfortunately, there's no immediate solution or roadmap item for WhatsApp Cloud API Coexistence within HubSpot's native integration *yet*. The suggested workaround? Submit this as a feature request in the HubSpot Ideas Forum. This allows the product team to review the demand and feasibility of implementing this feature. The more upvotes the idea receives, the higher the likelihood it will be considered for development.

What to Do in the Meantime

While waiting for potential future support, here are a few alternative approaches you could consider:

• Evaluate Third-Party Integrations: Explore third-party integrations that might offer WhatsApp coexistence functionality alongside HubSpot. Be sure to carefully vet these integrations for security and reliability.
• Dedicated Numbers: Use separate WhatsApp numbers – one for the HubSpot integration and another for the Business app. This requires managing two separate numbers but allows you to leverage both platforms simultaneously.
• Team Communication Protocol: Establish a clear protocol for your team regarding which platform to use for different types of conversations. For example, use HubSpot for structured support inquiries and the Business app for quick follow-ups.

ESHOPMAN Team Comment

The request for WhatsApp Cloud API Coexistence is a valid one, and we agree that it would significantly enhance the flexibility of HubSpot's WhatsApp integration. While the current workaround of submitting a feature request to the Ideas Forum is a standard procedure, we believe HubSpot should prioritize this feature. The ability to seamlessly switch between the Business app and the CRM context would be a major win for RevOps and marketing teams. In the meantime, explore third-party integrations to bridge this gap.