HubSpot service playbook.
Six steps, from messaging channels to customer health.
A HubSpot service playbook brings WhatsApp, Viber and LINE into one help desk, lets Customer Agent resolve routine inquiries under clear handoff rules, holds teams to SLAs, keeps the knowledge base current, asks for feedback after every resolution and turns it all into a customer health score your team acts on.
The escalation flow.
Every conversation ends resolved or handed off. Both paths feed what the team learns.
WhatsApp, Viber, LINE, chat or email
Answers from the knowledge base
Closed by the agent, survey sent.
Cannot answer, asks for a person, refund or complaint
By team, market and language, with full history
Within SLA, clock on the ticket
Feedback, knowledge base update, health score
A design template. Triggers, routing and SLAs are set with your service leads per market.
Serve customers where they message.
In much of Southeast Asia the service conversation happens in WhatsApp, Viber and LINE. Bring it into the help desk.
Connects natively to the conversations inbox with Marketing Hub or Service Hub Professional or Enterprise, per HubSpot documentation.
Viber and LINE
Connect through HubSpot Marketplace apps or the custom channels API.
On the contact
Every conversation, with consent captured.
The WhatsApp rules to design for
The WhatsApp Business Messaging Policy requires opt-in before you contact anyone. Outside the 24-hour customer service window, which opens and resets with each customer message, you may only start conversations with approved message templates.
Automated experiences must offer prompt, clear and direct escalation paths to a person. That rule shapes step 02.
Let the agent answer. Decide when it stops.
Customer Agent resolves inquiries across channels. The handoff rules decide the customer experience.
Channels
HubSpot lists WhatsApp, Facebook, live chat, forms and email, with custom channels in beta.
Default handoff
Per HubSpot: when the agent cannot answer, the customer asks for a person, or the agent is paused.
Your triggers
Add phrases and topics that always go to a person, such as refunds or cancellations.
Live or async
Live handoff to the next available person, or async handoff to a ticket for follow-up.
Handoff rules we start with
Always hand off complaints, refunds, cancellations and anything involving payment or personal data changes. Hand off live in business hours, async out of hours, and tell the customer which.
Pass the full conversation so the customer never repeats themselves.
What to expect, and how to measure
HubSpot reports an average of 77% more tickets closed per month and 39% faster resolution for Customer Agent users. Measure your own resolution rate, handoff rate and satisfaction against a baseline before widening scope.
Promise a time. Then keep it.
SLA Management in the Help Desk Workspace holds every team to its response and resolution targets.
By priority and channel
First response and resolution targets, set separately.
Business hours per market
Clocks follow each market’s time zone and public holidays.
Breach escalation
Approaching breaches alert a team lead before they happen.
Setting targets you can keep
Measure current response and resolution times by channel first. Messaging customers expect faster replies than email customers; set targets per channel from your own baseline.
One source the agent and team trust.
Customer Agent answers from your content, so the knowledge base is the agent’s training.
Top questions first
One article per common question, in each language you serve.
Owned and dated
Every article has an owner and a review date.
Gaps from handoffs
Questions the agent could not answer become new articles. HubSpot’s Knowledge Base Agent, in beta, drafts them from resolved conversations.
Writing for agents and people
Answer in the first sentence. One topic per article. Use the words customers use, not internal product names.
Ask after every resolution.
Feedback Management in Service Hub runs NPS, CSAT and custom surveys.
CSAT on close
A short survey after each resolved ticket, on the channel used.
NPS on a rhythm
Relationship surveys on a set cadence, not after every contact.
Close the loop
Low scores create a follow-up task for the owner.
Where feedback goes
Into the customer record, the knowledge base backlog and the product team’s list. A survey nobody reads is a cost to the customer.
See churn before renewal does.
The Customer Success Workspace builds customer health scores and puts at-risk accounts in front of owners.
Signals
Ticket volume, satisfaction scores, engagement and renewal date.
Thresholds
Score bands that trigger an action, with an owner.
Weekly review
At-risk accounts reviewed by success and account leads together.
Building a health score
Pick a few signals you trust and weight them. Check the score against accounts that renewed and accounts that churned, and adjust before you automate actions on it.
The checklist.
Every item true before you call this done.
WhatsApp connected to the inbox
Viber and LINE through apps or custom channels.
Opt-in captured per channel
And templates approved for outbound.
Customer Agent scoped
Channels, topics and languages agreed.
Handoff triggers written
Defaults plus your own topics and phrases.
Live and async handoff routed
By team, market and language.
SLAs set per priority and channel
With business hours per market.
Knowledge base owned and dated
Top questions first, per language.
Gaps from handoffs logged
And turned into articles.
CSAT and NPS running
With low scores followed up.
Health score checked against history
Before actions are automated.
Service that answers in every channel.
A strategy call maps your channels, handoff rules and SLAs, market by market.