Every chat on the customer record.
WhatsApp, Viber and LINE inside HubSpot, for enterprises across Southeast Asia.
A WhatsApp CRM integration puts customer chats on the CRM record. In HubSpot, WhatsApp connects natively to the conversations inbox on Marketing Hub or Service Hub Professional or Enterprise. Viber and LINE connect through messaging partners. Azend sets up routing, templates and consent for each market.
What leaders measure.
The metrics we instrument in HubSpot. Named, never promised.
From chat to customer record.
The conversation leaves the phone, so no customer leaves with a departing rep.
What we set up.
Every channel, number and rule, configured once and documented.
Connect
WhatsApp Business accounts, numbers and inboxes per market and brand.
Route
Chats assigned by market, language, product or account owner.
Templates
Approved message templates for follow-ups, reminders and re-engagement.
Consent
Opt-in and opt-out recorded per channel, built to each market's law.
Report
Response times and conversations by market, team and outcome.
Native where it exists. Partners elsewhere.
Connects to the conversations inbox on Marketing Hub or Service Hub Professional or Enterprise. Needs a verified Meta Business Manager and a number not used on the WhatsApp Business app.
Viber and LINE
Not native channels. They connect through HubSpot Marketplace apps or the custom channels API, set up with our messaging partners and tested per market.
The rules to design around.
WhatsApp limits, as HubSpot documents them. Planned before go-live, not after.
A session stays open for 24 hours after the contact's last reply.
Templates outside it
After the window closes, only a pre-approved template message restarts the chat.
Monthly template limit
HubSpot notes 1,000 template messages a month across connected accounts. High volume needs a plan.
Built on HubSpot.
The capabilities this work configures.
Questions.
Can we keep our current WhatsApp Business app number?
Not on the same number. HubSpot requires a number that is not connected to the WhatsApp Business app or another WhatsApp integration, so we plan the number move.
How is customer consent handled?
We record opt-in and opt-out per channel on the contact, built to Malaysia PDPA, Singapore PDPA and the Philippines Data Privacy Act. By country
What if we send more template messages than the limit allows?
We design for it early: which messages go through the native inbox, and which through the WhatsApp Business Platform with a messaging partner such as Infobip. WhatsApp Business Platform
Bring every chat into the record.
A strategy call maps your channels, numbers and markets, and the response times each one should hit.