We're excited to introduce the Custom Channels API (BETA), a powerful new API available for Sales and Service Enterprise accounts, on September 10th, 2024. This API allows developers and partners to integrate any text-based, two-way messaging channel into HubSpot's Help Desk and Inbox workspaces. 

With this API, you can connect popular channels like LINE, Telegram, WeChat, Viber, Apple Business Chat, or even niche and proprietary channels tailored to specific industries. This allows companies to offer truly omnichannel customer service, empowering them to connect with customers on their preferred communication platforms.

What does this mean for developers?

The Custom Channels API opens up new possibilities for developers by enabling them to:

• Define and Configure Channels: Developers can create new channels and specify their properties (e.g., support for rich text, attachments, and unique identifiers like email or phone numbers). These channels will behave consistently across any HubSpot portal that installs the associated app.
• Authentication and Integration: Developers can define an authentication flow for when a portal wants to connect a custom channel to a specific inbox or help desk.
• Message Handling: Publish incoming messages to HubSpot and receive webhooks for outgoing messages that need to be delivered on the end channel.

With these capabilities, developers can ensure that custom channels look and behave like any other built-in HubSpot channel, allowing support teams to manage all their communication channels from a single, unified platform.

What’s changing?

While both the Custom Channels API and Conversations API beta enhance HubSpot's messaging capabilities, they serve distinct purposes:

Custom Channels API: This API allows developers to add entirely new, custom messaging channels to HubSpot, from popular platforms like WeChat or LINE to industry-specific or proprietary tools. It focuses on enabling real-time, two-way messaging across these channels, expanding Service Hub’s communication options.

Conversations API: Currently in public beta, this API enables developers to export, update, and manage the conversation data on existing channels already connected to a customer’s portal.

These APIs provide a strong foundation for innovative customer service app solutions. Developers and partners can expand communication capabilities by integrating new or enhancing existing channels, creating niche solutions tailored to specific industry needs, and enhancing customer engagement by offering more ways for users to connect with their audience. This will ultimately improve satisfaction and retention through omni-channel support.

When is it happening?

This beta is public on September 10th, 2024.

Questions or comments? Feel free to join our developer forum to engage with our peer-to-peer community. Alternatively, you can connect with other developers using or testing this API through the Developer Slack channel #custom-channels-api-beta. You can also submit your feedback for the Custom Channels API via our feedback form.