WhatsApp Connect by MakeWebBetter

• Visit WhatsApp Connect.

• Fill in the required details (Full name, email, & password), check the T&C box, and click sign up.

• Next, you will be redirected to the sign-in page. Sign in using the login credentials you provided.

• Tick the ‘remember me’ box for a quicker entry next time and click the Sign in button.

• Finally, you will be inside WhatsApp Connect.

Connect HubSpot Account

Follow the steps mentioned below to connect your HubSpot account:

• Inside WhatsApp Connect, navigate to the ‘Account Connection’ tab.

• Click on the ‘Connect HubSpot’ button.

• Make sure you’re logged in to your HubSpot account. Then, choose the HubSpot account portal you want to connect with WhatsApp Connect and click the Choose Account button.

• Read the access & permissions and then click the check box to allow it.
• Finally, click Connect App to complete the first stage of WhatsApp HubSpot integration.

Once the HubSpot is connected, you will be able to see the ‘Add New Account’ button on the top-right.

• Click the Continue button.

• Fill in the details related to your business (Name, Email, Category, Country, Website, & Time zone). Then, click Next.

• On the next page, choose to add your WhatsApp number or a name, which would also be displayed as your business identity when sending messages. And, click Next.

• After this, you will be required to verify the phone number you provided.

• Next, review the access & permissions and click ‘Confirm.’ 

• Lastly, click ‘Finish’ to complete the HubSpot WhatsApp integration.

After connecting your WhatsApp account and your HubSpot account, you will be able to access the free version of WhatsApp Connect functionalities. (Upgrade to a paid plan to unlock full access.)

This is aimed at enabling a quick assessment of delivery health and identifying issues without digging into individual sections. You can view the number of messages sent, received, delivered, or failed, along with a breakdown of failure types and recent message activity.

Beyond basic counts, the Dashboard highlights a breakdown of failure types and surfaces recent message events. This makes it easier to spot patterns, investigate issues, and verify that campaigns are running as expected.

It’s the first step in the process when you want to set up campaigns, broadcast, or send a one-to-one message to your contacts.

To create a new template:

• Navigate to the templates tab.

• In the template page, look for the ‘Create New Template’ button and click on it.

• On the next page, click on the dropdown that says ‘Select a Sample Payload’ to choose the layout of your WhatsApp message.

• Next, enter the Template Information, i.e., Name, Language, & Category. Moreover, you can choose to have ‘no header’ or keep a header as text or an image, even if you have chosen a different payload. The content of the header for ‘text’ can be inserted here only. But if you select image as header, then you can upload the image when you frame the message for a campaign, automation, or 1:1 messaging, later on. 

• After this, you will be required to enter a Body Text. Along with this text, you can use number(s) as {{n}} for variables that are used to personalize messages. Furthermore, similar to the header, you may add an optional Footer text for any supplementary text or disclaimers.

Note: These variables {{1}}, {{2}}, and so on, are the placeholders that fetch data directly from the uploaded CSV file, based on column order (1, 2, 3, 4). We will learn about it in detail in the next section.

• Next, define the button functionality. You can choose three types of action buttons:
  • Phone Call: Enter button text and provide a Number with country code.
  • URL Visit: Enter button text and provide a website URL / meeting link.
  • Quick Reply: Enter text.

• Lastly, there’s an option choose Carousel Card, which you can utilize to share product images, snapshots of your tool, or relevant illustrations.

• Once final, click Generate Template button at the bottom of the page.

You can send the messages immediately or schedule it for later. For this, follow the steps mentioned below:

• Select a WhatsApp Account that you have added in WhatsApp Connect.

• Choose a CSV file to list the contacts that want to be included in the WhatsApp campaign. (You can upload your CSV file from the Manage CSVs tab.)
• Next, select a message template that you have created earlier.

• Once done, click the Send Message button at the bottom of the page.

Moreover, you can schedule the message send-out. For this, click on the Enable tick which is next to the Schedule option. There, you can decide on the date on which you want to launch your WhatsApp campaigns.

• Navigate to Campaign > Manage CSVs.
• Next, click on Add CSV button. 

• After this, click on the Choose File button and upload your file. There is also an option to drag and drop your file from your system directly.

• Once done, click Upload. And you will be able to view your uploaded CSV file in the Manage CSVs tab.

Note: When you upload the contacts CSV file, use a similar format that will define the value of the variables (placeholders). To ensure accuracy, your CSV must follow this specific format: 

• {{1}} = Phone Number
• {{2}} = Name
• {{3}} = First Name
• {{4}} = City

While framing the body text in the template, use the variables as ({{1}}, {{2}}, {{3}}, & {{4}}, they will correspond to the data you provided through the CSV file upload, in a similar order.

Start 1-on-1 conversations with new contacts or interact with your existing contacts. Moreover, you will find your new messages here, which are sent directly by your contacts.

Utilize the existing Meta-approved message templates to initiate conversations with contacts.

For new 1:1 conversations, click on the search box under ‘Message New User’, type in the WhatsApp number of your new contact, and then click the Start button. To send messages in existing conversations, use the templates.

The Failed Messages contain the following details and options:

• Error Code
• Error Details
• Details of Sender’s & Recepient’s WhatsApp Account
• Redirect button for the respective HubSpot Workflow and Contact Record
• Details of Header and Body tokens

You can also edit message body tokens where applicable and retry sending after making corrections.

WhatsApp Connect automatically retries failed messages over a defined period. If automatic retries are unsuccessful, you can retry messages manually or delete them if they are no longer required.

When the message delivery encounters an error on the webhook provider’s system (HubSpot), due to server errors, timeouts, network issues, or an invalid URL/configuration. Then, the failed messages will appear in this tab.

The Failed Webhook Messages contain the following details and options:

• Template Code
• Sender & Recipient Number
• Error details
• Options to copy message ID, retry & delete

Furthermore, these failed messages are retried for sending by the auto-retry mechanism. If this mechanism fails, then you can retry manually or delete the failed messages and recreate send-outs.

WhatsApp Connect automatically retries these messages where possible. From this section, you can review failed sends, retry them manually, or delete them if they are no longer required.

• Go to your HubSpot portal.
• Navigate to Automation > Workflows.
• Click on the Create Workflow dropdown on the top right and then choose From Scratch.
• Proceed to choose a trigger. For example, you can choose Property value changed under Data value. Furthermore, you can choose a Webhook, Form Submission, Support Ticket, or any other as your workflow trigger, whichever is relevant.

• Choose the criteria as the WhatsApp number is known.

• Choose your next workflow Actions for the above trigger. For example, you can set them as a Marketing Contact for whom the WhatsApp number is known, then shoot an email, and add a delay. Lastly, you must choose the Send WhatsApp Message action under HubSpot WhatsApp by MakeWebBetter, in Interated Apps at the bottom of the scrollable section.

• Upon clicking Send WhatsApp Message, select your WhatsApp Account, a WhatsApp Template, the Receiver WhatsApp Number (Property), and the Header & Body Token Value.

• Once done, click the ‘Review and turn on’ button on the top right.

• Log in to HubSpot with the same account/portal used for the WhatsApp Connect signup.
• Once inside HubSpot, click on the ⚙ (Settings button) located at the top.
• After this, in the scrollable menu on the right, go to Data Management > Object > Contacts.

• Then, click on the Record Customization tab in Contacts.
• Next, click on the Default View team view.

• On the next page, you will be able to customize (add, remove, arrange) the tabs in your Contact Timeline Event > Overview section.
• To add the WhatsApp Connect app card in the Contact Event Overview tabs, simply hover above the top tab and then click Add Card.

• After this, the Card Library will slide in from the right.
• Type ‘WhatsApp’ in the Search cards box.
• Next, click + Add Card button under “HubSpot WhatsApp by MakeWebBetter”.

• By following this setup, you’ll be able to access the WhatsApp Connect App Card in the Timeline Events Overview section of your contacts.

• In your HubSpot account, navigate to the CRM > Contact.
• Click on the Contact record name to whom you want to send the message to.

• After this, click on the Select Template dropdown and choose the WhatsApp message template you want to send to the contact, and enter in the details (URL, text, etc)

• Follow the same steps mentioned above.
• Switch to Send Text Message. Enter the message text you want to send and click on the Send button.

You can choose to view your WhatsApp interaction in your HubSpot account in:

• Inbox
• Helpdesk

To configure the preferred HubSpot Inbox,

• Navigate to Account Connection in your WhatsApp Connect account.
• Enter the Webhook obtained from HubSpot.

• Choose the function of the Webhook: Text Message / Button Message.
• Finally, click submit.

This documentation covers the core setup and usage needed to operate WhatsApp messaging effectively using WhatsApp Connect by MakeWebBetter. For a complete walkthrough of advanced capabilities and real-world use cases, book a free demo to see WhatsApp Connect in  action.