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Omnichannel

Meet customers where they are. We connect WhatsApp, email, chat, social, and phone into one unified conversation layer — so no message falls through the cracks.

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UNIFIED MESSAGING

Are your customer conversations scattered across six different inboxes?

Your customers don’t think in channels — they just want to reach you. But when WhatsApp messages sit in one inbox, emails in another, live chat in a third, and social DMs in a fourth, conversations get lost, context disappears, and customers repeat themselves. We connect every channel into a single, CRM-connected conversation layer — so your team sees the full history regardless of where the customer reaches out.

Unify Your Channels See our approach
WHY MO FOR OMNICHANNEL

Omnichannel that’s connected to your CRM — not just your messaging apps

Most omnichannel setups connect channels to each other. We connect channels to your CRM — so every conversation has full customer context, every interaction is tracked, and every message contributes to the contact record.

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CRM-connected conversations

Every WhatsApp message, email reply, live chat session, and social DM is logged against the contact record in HubSpot. Your team sees the full conversation history — regardless of which channel the customer used.

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Channel-agnostic routing

Conversations are routed based on business rules — deal stage, lifecycle status, team ownership, or topic — not which channel the message arrived on. The right person handles the enquiry, every time.

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Automated channel orchestration

Follow-ups, reminders, and notifications are sent through the channel the customer prefers. Automation decides whether to send a WhatsApp, email, or SMS based on engagement history and preference data.

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Unified inbox for teams

Sales, support, and success teams work from a single inbox interface. No switching between apps, no lost context, no duplicate responses. One place for every customer conversation across every channel.

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WhatsApp Business integration

Full WhatsApp Business API integration with HubSpot — broadcast messaging, automated responses, template management, and conversation tracking. WhatsApp becomes a first-class channel in your CRM, not a sidecar.

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Reporting across channels

Response times, resolution rates, conversation volumes, and customer satisfaction — measured across all channels in one dashboard. See which channels your customers prefer and where your team performs best.

One conversation, many channels — zero lost context

When a customer emails on Monday, WhatsApps on Wednesday, and calls on Friday, your team shouldn’t need to ask them to repeat themselves. But in most businesses, that’s exactly what happens — because each channel operates as a separate system with its own inbox, its own data, and its own team. We build omnichannel architectures on HubSpot that treat every interaction as part of one continuous conversation. The contact record holds the full history. Automation routes based on context, not channel. And your team responds with complete awareness of everything that’s already been said — regardless of where it was said.

Discuss your omnichannel setup

Built for the channels your customers actually use

We don’t force-fit your customer communication into whatever channels happen to be trendy. We analyse where your customers actually engage — WhatsApp, email, live chat, social messaging, SMS, or phone — and build the omnichannel architecture around their behaviour. For South African businesses, WhatsApp is frequently the dominant channel. For enterprise B2B, email and phone still matter. For e-commerce, live chat and social DMs drive conversion. We design the channel mix and routing logic around your specific customer base, not a generic template.

See our channel strategy approach
CHANNEL FRAGMENTATION

The cost of disconnected channels

Scattered conversations don’t just frustrate customers — they cost revenue, damage retention, and blind your leadership team.

Lost conversations and context

  • Messages sit unread in WhatsApp. Email threads go cold because nobody knew about the live chat from yesterday. Customers repeat themselves across channels — and eventually, they stop reaching out altogether.

Invisible customer sentiment

  • When conversations live in separate tools, you can’t measure response times, resolution rates, or satisfaction across the full customer experience. Leadership has no visibility into how customers are actually being served.

Team inefficiency and duplication

  • Multiple team members respond to the same enquiry on different channels. Conversations are manually copied between systems. Reps spend time switching between apps instead of serving customers.

Unified conversation layer

  • Every channel feeds into one CRM-connected inbox. Full conversation history is visible regardless of channel. Context follows the customer — so your team picks up exactly where the last interaction left off.

Cross-channel reporting

  • Response times, resolution rates, CSAT, and conversation volumes — measured across all channels in a single dashboard. Leadership sees the complete picture. Team performance is measured accurately.

Intelligent routing and automation

  • Conversations are automatically assigned based on business rules — ownership, expertise, availability, and priority. Follow-ups are triggered through the customer’s preferred channel. No manual routing, no duplication.
OUR PROCESS

How we build your omnichannel experience

A structured approach that connects your channels into one CRM-powered conversation layer — designed for your customers, not just your tech stack.

Channel & Conversation Audit

We map every channel your customers currently use — and every channel your teams currently manage. We identify gaps, overlaps, lost conversations, and disconnected data flows. You get a clear picture of what’s working and what isn’t.

Channel Strategy Design

Based on customer behaviour and business requirements, we define the channel mix, routing logic, and automation rules. Not every business needs every channel. We design the architecture around the channels that matter for your customers.

HubSpot Configuration

Channels are connected to HubSpot’s conversations inbox. Routing rules, chatflows, WhatsApp templates, and email sequences are configured. Team assignments and escalation paths are defined.

Automation & Orchestration

Cross-channel automation is built — follow-up sequences that adapt to the customer’s preferred channel, notification workflows, SLA monitoring, and conversation hand-off rules between teams.

Team Enablement

Your team is trained on the unified inbox, routing logic, and channel-specific best practices. We create playbooks for common scenarios — channel switching, escalation, broadcast messaging, and out-of-hours handling.

Reporting & Optimisation

Cross-channel dashboards are built. Response time baselines are established. We monitor performance through the first month and optimise routing, automation, and team allocation based on real data.

CAPABILITIES

Every channel connected, every conversation tracked

From WhatsApp Business to live chat — we build the unified conversation layer your customers and teams need.

WhatsApp Business Integration

Full WhatsApp Business API integration with HubSpot — template messaging, automated responses, broadcast lists, and full conversation logging against contact records. WhatsApp as a proper CRM channel.

Live Chat & Chatbots

Intelligent chatflows that qualify visitors, route enquiries, and capture data — all connected to HubSpot CRM. Chatbot handoff to live agents with full conversation context preserved.

Intelligent Routing

Conversations routed by deal stage, lifecycle status, team expertise, language preference, and availability. SLA monitoring and escalation rules ensure nothing falls through the cracks.

Cross-Channel Analytics

Unified reporting across all channels — response times, resolution rates, conversation volumes, CSAT scores, and channel preference trends. One dashboard for your entire customer conversation operation.

Built on four pillars

Every implementation we deliver is grounded in four non-negotiable principles.

CASE STUDIES

Trusted by leading brands

Financial Services Company

Unified WhatsApp, email, and live chat into a single HubSpot-connected inbox for a financial services company — reducing average response time from 4 hours to 22 minutes and eliminating lost conversations.

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E-Commerce Brand

Built an omnichannel customer support architecture connecting five channels to HubSpot Service Hub — enabling a 15-person team to handle 3x conversation volume without additional headcount.

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B2B Services Firm

Implemented WhatsApp Business API integration with automated lead qualification — converting WhatsApp enquiries into CRM-tracked deals with 68% higher response rates than email-only outreach.

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TESTIMONIALS

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Frequently Asked Questions

What channels can you connect to HubSpot?

We connect WhatsApp Business (via API), email, live chat, Facebook Messenger, Instagram DMs, SMS, and phone (via HubSpot calling or third-party integrations). The channel mix depends on your customer base and business requirements — we don’t connect channels for the sake of it. We design the architecture around the channels your customers actually use.

Do we need HubSpot Service Hub for omnichannel?

HubSpot’s conversations inbox is available across Hub tiers, but Service Hub Professional or Enterprise gives you the advanced features — SLA management, ticket routing, customer feedback tools, and knowledge base integration — that make omnichannel operationally effective. We’ll advise on the right Hub configuration based on your requirements. See our Implementation service for full HubSpot setup.

How does WhatsApp Business integration work with HubSpot?

We integrate WhatsApp Business API directly with HubSpot — meaning WhatsApp conversations appear in the same inbox as email and chat, logged against the contact record. You can send template messages, automate responses, build WhatsApp-triggered workflows, and report on WhatsApp performance alongside all other channels. This requires a verified WhatsApp Business account and API access, which we help you set up.

How long does an omnichannel implementation take?

A standard omnichannel implementation — connecting 3–4 channels with routing, automation, and reporting — takes 4–8 weeks. More complex implementations involving WhatsApp Business API setup, custom chatbot flows, and integration with external systems run 8–12 weeks. We phase the rollout by channel priority so your team gets value from day one.

How much does omnichannel implementation cost?

Omnichannel projects typically range from R80,000–R250,000 / £4,000–£12,000 depending on the number of channels, complexity of routing rules, automation requirements, and WhatsApp API setup. A focused two-channel setup with basic routing sits at the lower end. Enterprise omnichannel with advanced automation and custom integrations is scoped individually.

Can you help with omnichannel for customer support specifically?

Absolutely. Many of our omnichannel engagements are support-focused — connecting Service Hub, WhatsApp, and live chat into a unified support operation with SLA monitoring, ticket routing, and customer feedback loops. See our Customer Service page for the full support-specific offering, which often includes omnichannel as a core component.

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