Public Beta
We're introducing a new Custom Channels API (BETA) to complement HubSpot's Conversations API (BETA) and revolutionize omnichannel communication. By allowing developers to integrate any text-based messaging channel into HubSpot, businesses can centralize customer interactions across platforms like WeChat, LINE, and more. This ensures a seamless, unified customer experience while leveraging the full range of HubSpot’s powerful features—resulting in more efficient support, faster response times, and improved customer satisfaction.
The Custom Channels API (BETA) allows developers, admins, and support reps with Sales Hub Enterprise or Service Hub Enterprise accounts to integrate any text-based messaging platform into HubSpot’s Help Desk and Inbox. These custom channels function like HubSpot's native integrations (e.g., Facebook Messenger, WhatsApp, SMS), supporting two-way messaging, automated responses, and seamless use of HubSpot tools such as ticketing, reporting, and workflows. You can also publish your custom channel app in the HubSpot App Marketplace, enabling other admins to install and use it for customer communications.
Going omnichannel is a win-win for developers and customers.
Companies can now choose their preferred messaging channels and unify all customer interactions within a single platform.
Simplify communication processes, increase efficiency, and centralize your operations within HubSpot.
"One-to-one messaging is a very important feature for my customers, but previously I had to design my own interface for this outside of HubSpot, which reduced efficiency. My customers have asked me for the longest time to integrate LINE into HubSpot’s Inbox, and I am so excited to finally be able to offer that to them!"
— Shinobu Kawano, Founder, CEO, and Product Manager at Little Help Agency,
creator of the leading marketplace app that integrates the LINE messaging platform (popular in Japan, Thailand, and Taiwan) with HubSpot
Omnichannel customer service ensures that you meet your customers where and when they need you, while providing a seamless and consistent experience across all touchpoints. Your team can resolve issues across various channels with a unified, centralized view of all past customer interactions, ensuring that every engagement feels connected and personalized.
Difference Between Omnichannel and Multichannel:
Custom Channels API can be applied to any reactive, team-based customer support across different channels. It unifies all customer support channels in one place with our new API.
Example Channels:
Conversations API: This API is also in public beta, which enables developers to export, update, and manage the conversation data on existing channels already connected to a customer’s portal.
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.
Suppose you're an app partner with a Sales Hub Enterprise or Service Hub Enterprise account. In that case, you can leverage HubSpot's Custom Channels API Beta to integrate an external messaging service with HubSpot's inbox or help desk features. This integration allows you to create custom channels that bridge your external service and HubSpot, offering a seamless experience for users.
Steps to Get Started
1. Create a Public App:
conversations.custom_channels.read
, conversations.custom_channels.write
, conversations.read
.2. Register Your Custom Channel:
POST https://api.hubapi.com/conversations/v3/custom-channels?hapikey={YOUR_DEVELOPER_API_KEY}&appId={appId}
3. Connect Channel Accounts:
POST /conversations/v3/custom-channels/{channelId}/channel-accounts
endpoint with the inbox ID and account details.4. Handle Messages:
POST /conversations/v3/custom-channels/{channelId}/messages
.5. Manage Channel Events:
OUTGOING_CHANNEL_MESSAGE_CREATED
or account updates.By following these steps and referring to our API documentation, you can create a custom channel app that extends HubSpot's capabilities and offers additional value to users through the App Marketplace.
We value your feedback on the beta release. Please use this form to share your thoughts or report any issues.
Note: This form is for feedback only and not for support requests. Join our developer community on Slack for questions or to engage with other developers using the API.
Join the #custom-channels-api-beta channel on the HubSpot Developer Slack to connect with other developers, share insights, and ask questions.