Frequently Asked Questions

A messaging integration connects your business tools like CRMs or helpdesks with messaging apps such as WhatsApp, Messenger, or SMS. It lets teams send, receive, and track customer conversations directly inside the software they already use, without switching platforms.

Native integrations are built directly into applications, while external connectors are separate, third-party tools used to link various applications, often with less developer work or technical expertise required.

A CRM integration connects messaging channels to CRM so that customer data and conversations are in one place. A customer messaging platform is the tool teams use to converse with customers.

The level of security depends on the provider, but most messaging integrations are very secure because they use encrypted connections and follow data-handling standards. Reputable platforms, in specific, comply with regulations like GDPR to protect customer data.

Yes, a business can use both Intercom and HubSpot at the same time if they use an integration tool to connect the two platforms. This way, businesses can manage customer communication and support on Intercom and customer data on HubSpot.

It depends on the platform but messaging integrations are generally secure. They use encryption, access controls, and comply with data regulations like GDPR to protect customer data both in transit and at rest.

Businesses connect messaging channels to tools like Intercom or HubSpot so they can manage conversations, customer data, and follow-ups in one place. It helps teams respond faster, track activity automatically, and run better workflows and reporting without switching between apps.

Intercom's native WhatsApp integration has limitations including restrictions on proactive messaging, amount of numbers that can be connected, and message templates with headers.

Some channels can’t be connected directly to Intercom because Intercom only supports a limited set of native messaging channels. Others require APIs, third-party providers or an external connector like Octopods to connect to the inbox.

You can track conversations from messaging apps in Intercom by connecting the channel through a native integration or a third-party connector like Octopods. Once connected, all messages flow into your Intercom inbox, where they’re logged to contacts, synced with your CRM & included in reporting automatically.

You can connect multiple messaging apps to one Intercom workspace by adding each channel separately in Intercom’s settings. Intercom supports some channels natively, while others require a third-party connector like Octopods. Once added, all conversations from all channels appear in the same shared inbox.

Common issues of connecting WhatsApp to Intercom include trouble verifying the WhatsApp Business account, phone numbers already being linked to another WhatsApp account, and limits around the 24-hour reply window. Teams also face restrictions with message templates, occasional sync delays, and missing features like broadcasts, group chats, or advanced automation.

Yes, the Intercom WhatsApp integration supports media, including images, videos, and attachments and audio messages from customers.

Yes. Intercom’s WhatsApp integration lets multiple teammates manage conversations from the same WhatsApp number. All messages flow into the shared inbox, where they can be assigned, routed, and handled by different team members.

Yes, you can automate WhatsApp messages in Intercom using its automation and AI features including Fin AI and Workflows, automated workflows through Zapier, or message templates.

Yes. Telegram bots created through BotFather are fully supported. You can connect an existing bot directly to Intercom using an integration platform like Octopods, and all conversations that reach that bot will appear in your Intercom inbox automatically.

You only need one channel connection per Telegram bot, not per user or chat. Each channel connection corresponds to one Telegram bot, and that connection handles all the conversations the bot receives, regardless of how many users, chats or threads are active.

Example: If your company uses a single Telegram bot to manage support inquiries from hundreds of customers, you’ll still only need one channel connection for that bot.

No, you don’t need to create separate channels for individual telegram conversations. Each Telegram bot integration can manage all conversations initiated with that bot. And the integration maps all of them into Intercom automatically.

Some channels can’t connect directly to HubSpot because HubSpot only supports certain native integrations. Others require APIs or third-party connectors due to technical limitations, platform restrictions, or the need for verified business accounts (like WhatsApp or SMS).

You can track messaging app conversations in HubSpot by connecting the channel through a native integration or a third-party connector. Once connected, messages are logged automatically to contact records, linked to deals or tickets, and included in reporting so your team can see all interactions in one place.

Yes, HubSpot allows you to automate replies and route messages from various channels to specific agents or teams. These features are available within the conversations inbox settings and through more advanced workflows in Sales Hub or Service Hub.

You can connect multiple messaging apps to HubSpot via native integrations or third-party connectors. You can find both on HubSpot Marketplace. Native apps cover some channels, while others need third-party connectors to bridge unsupported apps, letting all messages flow into HubSpot’s shared inbox.

The limitations of HubSpot's native WhatsApp integration include:

• Lack of support for WhatsApp advanced features like voice calls or agent routing
• Users can only use one phone number per HubSpot account
• Inability to sync historical conversations
• No support for button links on WhatsApp Business templates

Yes, HubSpot’s WhatsApp integration supports media and audio on incoming and outgoing messages. According to HubSpot’s docs, you can send and receive images, videos, voice messages and other attachments.

Yes, HubSpot can automatically log WhatsApp conversations when using its native WhatsApp integration, with incoming messages appearing in the Conversations inbox and linked to contact records or tickets. However, automated or workflow-based messages may not always show on the contact’s activity timeline. To capture full conversation history and context, you need a third-party connector like Octopods that syncs WhatsApp chats directly into HubSpot as CRM activity.

Yes, you can trigger HubSpot workflows based on WhatsApp conversations, but this requires a third-party connector like Octopods. These integrations let you set events like “message received” or “template message sent” as workflow triggers, which enables automated actions such as assigning conversations, sending follow-ups, or updating contact properties.

Yes, you can automate WhatsApp responses in HubSpot, but it requires a third-party connector. Native automation options are limited, so most businesses use an external WhatsApp API integration or connector tool, like Octopods, to set up automated workflows and send auto-replies.

No, HubSpot doesn’t natively support Telegram as a built-in messaging channel. Instead, you can connect Telegram using a third‑party app from the HubSpot Marketplace (for example, via an integration built with the Custom Channels API)

Businesses connect Telegram to HubSpot to manage all customer conversations in one place, track interactions, and automate workflows. It allows teams to respond faster, log chats to contact records, run marketing or support campaigns, and maintain consistent communication across multiple channels without switching apps.

The best way to capture Telegram messages as HubSpot contacts is to use a third-party integration tool like Octopods that syncs messages automatically. When a customer sends a Telegram message, the connector creates or updates a contact record in HubSpot, logs the conversation, and can trigger workflows or assign the chat to the right team member.

Yes. HubSpot can send and receive SMS messages, either through its native SMS feature (available on certain plans) or via third-party integrations. Incoming and outgoing messages can be logged to contact records, tracked in the Conversations inbox, and used to trigger workflows or follow-ups.

Integrating Twilio SMS with HubSpot gives you the following:

• Centralized communication
• Better and faster customer engagement
• Faster response times
• Automated workflows

You can automate SMS notifications and reminders through HubSpot by using the Workflows tool to send SMS messages based on triggers and delays, or by integrating with third-party integration tools that handle SMS messaging.

Yes, HubSpot can automatically log conversations from Instagram, but it’s possible only through a third-party integration. HubSpot’s native Instagram integration doesn’t handle conversations.

Instagram DM support isn’t fully native in HubSpot because Instagram’s API restricts access to direct messages, limiting how much data can be pulled and synced. HubSpot provides basic native functionality, but full conversation logging, media support, and workflow automation require third-party integrations to work around these API limitations.

To reply to Instagram messages through HubSpot, marketing and support teams need a third-party integration from the HubSpot Marketplace that pulls DMs into the inbox, lets your team respond, and logs the conversation to contact records. Native HubSpot alone cannot handle Instagram direct messages.

To evaluate if a messaging integration fits your business needs, consider these factors:

• Supported channels
• Automation & workflows
• CRM & data sync
• Team collaboration
• Compliance & security
• Scalability & cost

Signs your current messaging integration may be limiting growth include:

• Missed messages or delayed responses across channels.
• Manual workarounds to sync data or route conversations
• Fragmented customer history, with messages scattered across apps.
• Limited automation, making scaling support or sales workflows difficult.
• Lack of reporting or insights, so you can’t measure performance.
• Frequent errors or downtime when sending messages.

A messaging integration is reliable at scale when it can handle high volumes of messages across multiple channels without delays or errors. Key factors include solid infrastructure, compliance with data security regulations, real-time syncing of messaging, and automation features.

You can manage multiple messaging channels efficiently within one CRM by using an omnichannel platform that brings all conversations whether from WhatsApp, SMS, Instagram, or other apps into a single shared inbox.

The future of messaging and CRM integrations is moving toward deeper omnichannel automation, AI-driven insights, and smooth conversational experiences. Businesses can expect tighter integration between CRMs and messaging apps, enabling real-time personalization, predictive routing, and automated follow-ups across channels.