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Ticket status update by WhatsApp template, with the status copied to a contact property for the token

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

Contact4 stepsUpdated for HubSpot seat pricing
OutcomeA customer with an open ticket gets a WhatsApp message each time the ticket reaches a status worth telling them about, with the status and the ticket name filled in from contact properties.
Workflow mapmessaging-007
Ticket status changes to a customer facing value leads to Copy ticket name to contact. Copy ticket name to contact leads to Set ticket status for customer on contact. Set ticket status for customer on contact leads to Stamp status updated at on contact. Stamp status updated at on contact leads to WhatsApp consent and number known. WhatsApp consent and number known leads to Yes: Send WhatsApp template; No: Send status email. Send WhatsApp template leads to Stamp last WhatsApp sent. Yes No Ticket status changes to a customer facing value Copy ticket name to contact Set ticket status for customer on contact Stamp status updated at on contact WhatsApp consent and number known Send WhatsApp template Send status email Stamp last WhatsApp sent
Ticket status changes to a customer facing value leads to Copy ticket name to contact. Copy ticket name to contact leads to Set ticket status for customer on contact. Set ticket status for customer on contact leads to Stamp status updated at on contact. Stamp status updated at on contact leads to WhatsApp consent and number known. WhatsApp consent and number known leads to Yes: Send WhatsApp template; No: Send status email. Send WhatsApp template leads to Stamp last WhatsApp sent. Yes No Ticket status changes to a customer facing value Copy ticket name to contact Set ticket status for customer on contact Stamp status updated at on contact WhatsApp consent and number known Send WhatsApp template Send status email Stamp last WhatsApp sent

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

When to use it, when not to

Use it

  • Use it when customers ask "where is my request" on WhatsApp and the answer is already in the ticket status.
  • Use it for a small set of customer-facing statuses, for example In progress, Waiting on you, Resolved.
Read more on when to use itShow less

Skip it

  • Do not build it as a ticket-based or conversation-based workflow. The Send WhatsApp message action is documented for contact-based workflows only, and its tokens are contact and company only.
  • Do not send an update on every internal status change. Internal statuses mean nothing to the customer and each send counts against the monthly template cap.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 10 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 4 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 6

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 4 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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More in SMS and WhatsApp

25 specs in this section

See all 25 This category, 39 EUR
FreeAppointment reminder by SMS 24 hours before a booked meeting, opted-in contacts onlyContact10 steps Capture WhatsApp opt-in and log verifiable consent before any template is sentContact11 steps Frequency cap: stamp the last SMS and last WhatsApp sent on the contact and block a second send within seven daysContact11 steps WhatsApp template budget guard: a monthly counter against the 1,000 template message capContact3 steps

Read 12 complete specs before you pay.

One per category, same format as the paid ones. Email only, no card.

We email the link, then a short note when specs change. Nothing else.

149 EUR199

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