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How to enable automated conversation logging in HubSpot

Updated this week

Summary

This guide explains how to automatically log WhatsApp conversations from Wati into HubSpot. Once set up, every conversation appears in the contact’s Activity Timeline with details like conversation start and end times, AI-generated summaries, and action items as tasks. This makes it easier for sales teams and admins to track interactions, review conversations, and follow up directly from HubSpot.

Instructions

How it works

When a WhatsApp conversation ends (either because it’s resolved or the 24-hour messaging window expires), Wati automatically creates a timeline activity in HubSpot under the contact’s Activity tab.

If a conversation is ongoing, the activity log is refreshed every 3 hours with the latest messages or updates.

What gets logged

Each conversation entry includes:

  • Start time of the conversation

  • Timestamp of the last message

  • AI-generated summary of the conversation

  • Direct link to the conversation in the Wati team inbox

  • Action items (if detected), which are created as Tasks in the HubSpot contact record

This ensures your team has complete visibility into customer interactions without switching between tools.

Benefits

  • Full history of WhatsApp conversations directly in HubSpot

  • AI-generated summaries for faster reviews

  • Automatic creation of tasks for follow-ups

  • Better team visibility and improved engagement tracking

Note: This feature is currently in beta and available at no extra cost for Wati Business plan customers in the beta program.

How to set up the integration

Follow these steps to connect Wati with HubSpot and enable conversation logging:

1. Authenticate the integration

If you haven’t already authenticated and installed the Wati-HubSpot integration, complete the integration, specifically step 1 and step 2 mentioned in the integration guide and continue with the next steps mentioned here.

2. Turn on logging options

  • In Wati’s config settings, go to Log conversation activity (last step in the config settings).

  • Toggle on/off your preferred options:

    • Log conversation activity with AI summary

    • Create action items as tasks

  • Select Save & Finish Set up to confirm.

3. See the logs in HubSpot

After setup:

  • Open a contact record in HubSpot and check the Activity tab. You’ll see logged WhatsApp conversations with summaries.

  • If action items were detected, they’ll appear as Tasks in the Tasks tab of the record, with references in the Activity tab.

Note: Only conversations that happen after you enable this feature will be logged. Past conversations won’t appear in HubSpot.

Frequently Asked Questions (FAQs)

General questions

1. What does the Wati-HubSpot conversation logging feature do?

It automatically logs WhatsApp conversations from Wati into HubSpot. Each conversation appears in the contact’s Activity Timeline with details such as start and end times, AI-generated summaries, and any detected action items.

2. Who can access this feature?

This feature is currently in beta and available at no extra cost for Wati Business plan customers who are part of the beta program.

How it works

3. When are WhatsApp conversations logged into HubSpot?

A conversation is logged when it ends, either because it’s resolved or when the 24-hour messaging window expires. If a conversation is still ongoing, the log is refreshed every 3 hours with the latest updates.

4. What details are included in each logged conversation?

Logged conversations include:

  • Conversation start time

  • Timestamp of the last message

  • AI-generated summary

  • Direct link to the conversation in the Wati team inbox

  • Action items (if detected), which are added as tasks in HubSpot

5. Will past WhatsApp conversations appear in HubSpot once I enable this feature?

No. Only conversations that happen after the feature is enabled will be logged in HubSpot.

Setup and configuration

6. How do I enable conversation logging in HubSpot?

After completing the Wati-HubSpot integration steps, go to Wati’s config settings, select Log conversation activity, and toggle on your preferred options such as AI summaries or creating tasks from action items. Save the changes to finish setup.

7. Where can I see the logged conversations in HubSpot?

Open the contact record in HubSpot and check the Activity tab to see the conversation logs. If action items were detected, they’ll also appear in the Tasks tab, with references in the Activity tab.

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