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.

• Go to Connections and click on the ‘Add New Account’ button on the top-right.

• There are two options to connect your account:
  • WhatsApp Cloud API (For a new account): Create a fresh WhatsApp account using a new number.
  • WhatsApp Coexistence (For an existing account): Through the WhatsApp Coex feature, WhatsApp
  • Connect enables you to add and use your existing WhatsApp business account to the platform.

• After choosing your option, the Meta Account Oauth window will open. This is to register your number on WhatsApp Cloud API. Click the Continue button.

• On the next page, start by naming a business portfolio and creating a WhatsApp Business account. Then, click Next and then add your WhatsApp number (new or existing).

Note: If you choose the WhatsApp Coexistence option when adding your WhatsApp account. Then you will see the option to ‘Connect a WhatsApp Business app’. When you do this, there will be additional steps added to the process.

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

• After creating a portfolio and adding your WhatsApp Business account, enter a name or a WhatsApp number that will be displayed for your identity when sending messages.

• After this, enter the OTP you received to verify the phone number. Once done, click Next.
• Then, verify what you’ll share the access and permissions with the platform.

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

• Lastly, click ‘Finish’ and your WhatsApp Business account will show as connected.

• Inside WhatsApp Connect, navigate to Connections > Integrations.

• 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.

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.)

Additionally, you can also configure webhooks for HubSpot within the app to enable real-time, bidirectional synchronization of your WhatsApp conversations with HubSpot.

Apart from this, the first fold also offers percentage insight into the delivery funnel with messages sent, delivered, read, and failed. In system health, you can find the number of messages that failed delivery at the webhook, ecosystem, or API level.

Plus, you can view the status of your current plan with messages and account information. All this helps you understand the overall message flow, delivery outcomes, and recent activity at a glance.

Scrolling down will give you the recent communication log, alongside key metrics including engagement ratio, error ratio, and the monthly sent vs engagement graph. At the bottom, you can find the statistics on your templates to ascertain which tactics work best for you.

This is aimed at enabling a quick assessment of delivery health and broader identification of issues without digging into individual sections.

The ‘Top Template by Volume’ indicated the most utilized and most successful template. Further down the page, you can view how each of the templates performed.

Note: WhatsApp Connect offers a dedicated template builder, where you can create and submit templates for Meta approval. We will learn more about it later in the ‘Meta Templates’ section.

• 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.

The Failed Webhook Messages contain the following details and options:

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

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.

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 an image as a 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 Body Text. Along with this text, you can use number(s) as {{n}} for variables that are used to personalize messages. Furthermore, as with the header, you may add an optional Footer 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 a country code.
  • URL Visit: Enter button text and provide a website URL / meeting link.
  • Quick Reply: Enter text.

• Lastly, there’s an option to choose Carousel Card, which you can utilize to share product images, snapshots of your tool, or relevant illustrations.
• Once final, click the Generate Template button at the bottom of the page.

You can find your saved replies here. Moreover, you have the option to favourite and categorise your preferred replies.

Other than this, you can review which replies are performing well by analysing the frequency of the sends.

• Navigate to the Saved Replies tab from the main menu.
• Find and click on the New Reply button in the top right corner.

• Once the side panel appears, start selecting the response type, which includes: text, image, video, document, reply buttons, list message, or CTA URL.

• After this, define the body of the template by including the header, message body, footer, button label, URL. (The content of the body may change depending on the response type you choose in the first slide.)

• Lastly, pick a name for your saved reply to find it easily when choosing from saved replies. You can also categorise it.

• Once done, click on the Create template button.

In addition to syncing from HubSpot and WhatsApp Business, you can add contacts manually to the contact directory. For this,

• Fill in the name of your contact in the required field. Although this is optional, you can also choose to leave it empty.
• Enter the Phone Number in the required field.
• Lastly, click on the ‘+ Add Contact’ button.

• The Contact Directory lets you monitor your contacts and offers insight into the recent messages shared. Here, you can search for, manage, and delete contact records.

• Enter the segment name in the required field.

• You can also add some description to define the goal and attributes of the segment. (optional)
• Once done, click the Create List button.
• On the right side of the page, simply search or scroll to choose which contacts you want to include in this list.
• Lastly, click Save Members.

• successful templates,
• current status,
• number of recipients,
• scheduled time,
• date published

Apart from that, you will have the option for certain actions:

• Pause
• Reschedule
• Delete

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.

Utilise 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.

To create a new chatflow inside WhatsApp Connect:

• Click on the New Flow button.
• Once you’re inside the builder, select the trigger type and define the event.

• (In case of Keyword Match trigger) Select the Match type and enter the Keyword(s) for the queries you want to attend. E.g. hello, help, how, talk to, ticket, issue, etc.
• Next, add a step to this trigger by choosing from the pop-up.

• Once done, click on the Save button.

Next to the Save button, you have a few more options to manage your chatflow:

• Test Bot: Here you can play the simulation of your Chatflow and test how well it works.
• Analytics: You can find the data using preset date range criteria. This section tells you the following:
  • Total sessions
  • Completion rate
  • Average duration
  • Handoff rate
  • Node Drop off (point where user left conversation)
  • History: It provides a snapshot of previous versions of your chatflow and lets you label the previous flow setup.
• Subflows: This allows the option to save a chatflow as a separate part, which can be embedded in other chatflows.

Subflows are a modular, self-contained sequence containing conversational steps of the parent chatflow. You can access them from the primary page of the Chatbot flow.

• 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

• Billing: Find all the details related to your current plan (Active Status, Message Balance, Expiry, and No. of Accounts).

• Email Preferences: From here, you can enable the email notifications. With this, you will receive updates and auto-generated reports on your WhatsApp messaging activity on a daily, weekly, and monthly basis. Moreover, you can opt in to get notified on quota warnings, plan updates, account updates, and marketing emails.

• Roles: You can set any number of user roles with distinct access types and permissions to the platform’s functionalities.

To add a role, click on the + New Role button, assign a name, and then define permissions.

• Inbox: An inbox is a routing queue (e.g. “Support”, “Sales”). WhatsApp numbers link to an inbox, and agents assigned to that inbox receive conversations automatically.

• Team: Here, you can add team members with defined roles and availability to access the WhatsApp Connect portal.

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.