Sending Proactive Messages via webhook triggers through Hubspot

Using our proactive message endpoint, it is possible to initiate WhatsApp conversations through webhooks integrated with Hubspot. These webhooks can be fed with Hubspot's database information, making the message dynamically contextual.

📌 When to use this integration?

Use this flow when you want to:

Automatically send a WhatsApp message (using a Meta-approved template) via Cloud Chat triggered by an action in HubSpot
Personalize the message with contact properties from HubSpot (name, order number, status, among others)
Create automated follow-up, billing, onboarding, or status update flows

✅ Prerequisites

Before configuring the endpoint, you need:

Have your WhatsApp number connected to Cloud Chat and possess the corresponding inbox_id.
Refer to the FAQ: Master Guide — How to connect your WhatsApp number to Cloud Chat

The inbox_id can be found by accessing the inbox settings in Cloud Chat. The URL will follow this pattern:
https://cloudchat.cloudhumans.com/app/accounts/{{account_id}}/settings/inboxes/{{inbox_id}}
Have an approved template on Meta registered in Cloud Chat.
Access the FAQ: How to create WhatsApp templates in Cloud Chat (creation, editing, and approval).
Have your Cloud Chat API Key ready.
Visit the following FAQ to obtain the key and token: API: Send proactive message via WhatsApp.

Step 1: Create the Workflow in HubSpot

To create a proactive trigger webhook in a HubSpot workflow, follow the steps below.

In the main HubSpot sidebar, hover over the automation icon and then click on Workflows to be redirected to the workflows dashboard:

Once in the dashboard, click on Create workflow and then select From scratch:

Choose the options that will trigger this event:

Step 2: Configure Webhook Sending

With the initial workflow setup complete, now we need to build the payload to be sent in the webhook.

To start configuring the webhook, click the add action button (+):

On the left panel, click Data Operations and then select Send a webhook:

In the method selector, choose POST:

Next, fill in the webhook URL and API key information:
URL: https://{CLOUDCHAT_DOMAIN}/api/v1/accounts/{ACCOUNT_ID}/conversations/create_proactive_whatsapp_conversation

To set up the API Key, click Add secret. A window will appear requesting the Secret Name and Secret Value.

Fill in the Secret Name with api_access_token and in the Secret Value field, enter the Cloud Chat API Key previously saved.

Payload Structure

Finally, fill in the body (payload) of the request to perform the trigger, including:

template_name (required) — static value matching the exact name of the approved template in Cloud Chat.
inbox_id (required) — static value that identifies the Cloud Chat inbox.
phone_number (required) — dynamic field using HubSpot variable {{contact.phone}}.
Template variables — When registering the template in Cloud Chat, the configured variables must have exactly the same name as the properties sent by HubSpot in the payload.

This means the variable name in the template must be identical to the field name sent in the webhook (respecting spelling, case sensitivity, and underscores), to ensure proper value substitution at the time of firing.

Below is an example of a payload: