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Custom Channels API

Connect any messaging channel to the Help Desk or Inbox and seamlessly integrate with HubSpot’s Customer Platform
Two people communicating via phone and messaging services
APPLICABLE PRODUCTS
  • Sales Hub
    • Professional or Enterprise
  • Service Hub
    • Professional or Enterprise

APIs for seamless omnichannel customer engagement

We're introducing a new Custom Channels API 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.

About the Custom Channels API and its functionality

The Custom Channels API allows developers, admins, and support reps with Sales Hub or Service Hub Professional accounts or higher 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.

 

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Developers Can

  • Create a channel in HubSpot.
  • Authenticate accounts.
  • Publish incoming messages.
  • Deliver outgoing messages.
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Admins can

  • Discover and connect your channel to help desk and inbox.
  • Set up ticket automation and routing rules for your channel.
  • Create custom views with your channel data.
  • Build workflows and reports with your data.
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Support Reps can

  • View and reply to conversations on your channel.
  • Use messaging tools to work more efficiently.
  • See rich CRM data about their contacts alongside the conversations on your channel.

Key benefits of Custom Channels API

Going omnichannel is a win-win for developers and customers.

Flexible Channel Integration

Companies can now choose their preferred messaging channels and unify all customer interactions within a single platform.

Streamlined Communication Workflows

Simplify communication processes, increase efficiency, and centralize your operations within HubSpot.

Monetization Opportunities for Partners

Unlock new revenue streams by leveraging this API to expand your offerings and services.

Developer-Friendly Design

Focus solely on message transfer—HubSpot handles the rest. Enjoy the power of native HubSpot UI elements like thread views, reply editors, reporting, filtering, and automation.

How are partners using the Custom Channels API?

Check out these testimonials from early adopters of the Custom Channels API and their experience...
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Tropical Hub

The Custom Channels API has opened up a long-awaited horizon of possibilities. We can now envision HubSpot as a single service center, centralizing multiple channels together with other technological stacks."
Bruno Amico, Co-Founder at Tropical Hub, building WhatsApp and CPaaS integrations for its LATAM (Latin American) customers
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MakeWebBetter

"The Custom Channels API is a game changer... especially for e-commerce businesses to offer a seamless buying experience and connected service from multiple channels (WhatsApp / SMS) and non-profits for donation management."
Umakant Sharma, Head of Product and Partnerships at MakeWebBetter, building regional integrations optimized for its APAC (Asian Pacific) customers
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Little Help Agency

"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

Where can I find additional resources on the Custom Channels API?

Frequently asked questions

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Questions or feedback?

We value your feedback on this new API. 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 conversation

Join the #custom-channels-api-beta channel on the HubSpot Developer Slack to connect with other developers, share insights, and ask questions.