HubSpot Activities

All the activities Treble logs in the timeline of your HubSpot contacts and tickets, and the call object it automatically creates when a conversation includes a call.

Conversation activities are enabled by default: they’re turned on automatically as soon as you complete the HubSpot integration installation. HSM and ticket activities are enabled per account; if you don’t see them, write to your Customer Success Manager.

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HubSpot Activities

When you connect Treble with HubSpot, your WhatsApp conversations generate automatic activities in the timeline of your HubSpot contacts (and tickets). Additionally, Treble creates a Call object in HubSpot when the conversation included a call.

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Timeline activities

Activity	Text in HubSpot	Object	What it means
Conversation opened	Treble.ai WhatsApp Conversation created	Contact	A new conversation with the customer was created.
Conversation closed	Treble.ai WhatsApp Conversation finished	Contact	The conversation with the customer finished.
Transferred to agents	Treble.ai WhatsApp Conversation transferred to Agents	Contact	The conversation was transferred to a human agent.
HSM sent	WhatsApp template message sent	Contact	Treble successfully sent the HSM to Meta.
HSM delivered	WhatsApp template message delivered	Contact	Meta received and delivered the HSM to the customer’s WhatsApp.
HSM failed	WhatsApp template message failed	Contact	An error occurred at Treble or Meta while sending the HSM.
Ticket conversation closed	Treble.ai WhatsApp Conversation finished	Ticket	The conversation associated with a HubSpot ticket finished.

“Conversation closed” and “Ticket conversation closed” show the same text in HubSpot. The difference is the object they’re attached to: one to the Contact and the other to the Ticket. The ticket one is only logged when the conversation has an associated ticket and the feature is enabled in your account.

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Data included in each activity

When you open an activity in the timeline, HubSpot shows the data of the conversation it belongs to. Data that doesn’t exist for a conversation appears empty.

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In every activity

Data	What it is
Session	Identifier of the customer’s WhatsApp session.
Conversation	Identifier of the conversation.
Company WhatsApp number	The WhatsApp number the conversation is handled from.
Customer country code	For example, +57.
Customer WhatsApp number	The customer’s number, without the country code.
Conversation type	OUTBOUND if the conversation started with a message from the company (a campaign, for example) and INBOUND if the customer started it.
Meta Ads source	The ad URL, when the customer came from a Meta ad.

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Additional data by activity

Activity	Additional data
Conversation opened	Origin of the conversation, and the flow and batch identifiers when it comes from a campaign.
Conversation closed and Transferred to agents	Email of the agent assigned to the conversation.
HSM sent, delivered and failed	Template (HSM) name.
HSM failed	Reason for the failure.

The closed conversation also includes a summary of the participants and, when there is one, the link to the full conversation as a Note. See how it’s saved in Chat History in HubSpot as Notes.

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Call object

In addition to the timeline activities, Treble automatically creates a Call object in HubSpot associated with the contact when the conversation included a call.

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FAQ

Does this also apply to session messages, or only to HSMs?

The “Conversation opened”, “Conversation closed”, and “Transferred to agents” activities are logged for any conversation. The “HSM sent/delivered/failed” activities only apply to HSMs; session messages don’t generate their own activity.

What happens if the customer doesn't have a HubSpot contact yet?

No timeline activity is created. The customer needs to have an associated HubSpot contact for these activities to be logged.

Why is the agent's email empty on the transfer to agents?

The activity is logged at the moment of the transfer, and in many cases the agent is assigned a few moments later. On the closed conversation the email does appear, with the last assigned agent.

Why does a conversation that started with a campaign show up as INBOUND?

The conversation type depends on whether the WhatsApp session is tied to a send from the company. Some conversations started by a campaign, for example after being transferred to an agent, may show up as INBOUND.

Do I need to configure anything to enable this?

For conversation activities, no: they work automatically for any account with the HubSpot integration connected. HSM and ticket activities are enabled per account; write to your Customer Success Manager to enable them.