Kaleyra's WhatsApp, SMS & Voice App

Introduction

Kaleyra's WhatsApp, SMS & Voice App is a one stop solution for all your needs to reach out and connect with your contacts.

It enables you to send WhatsApp messages to a single contact in a WhatsApp like interface, right from within HubSpot, without launching any external windows. Moreover it also allows sending WhatsApp messages to several contact(s) together in an automated way, based on HubSpot workflows
It allows you to send SMS to a single contact and even to several contact(s) using automated HubSpot workflows
It lets you make voice calls, by connecting your agents to your contacts

By integrating Kaleyra with HubSpot now you can manage your marketing and sales outreach in one place

Installation and Setup

To install Kaleyra's WhatsApp, SMS & Voice App Click here!
Select a plan from the available plans, as per your requirements
Click Next. Then you have to fill a Registration form
After submitting the form, you will be redirected to the Payment Page
After you have completed the payment process, you will be redirected to a success page that will show your selected plan and its billing period
You will soon receive an email with the link for installing the app, along with links to necessary documentation & guides
Click on the Installation link to start the installation process
Once the list of available HubSpot accounts is displayed, choose the HubSpot account you want to connect the app with
Click on Connect App to connect the Kaleyra Voice with HubSpot
You'll be redirected to a form where you need to fill the following details:
- Kaleyra API Key
- Kaleyra Security Identifier (SID)
  - API Key and SID available in Developers tab in Kaleyra
- WhatsApp Number (Business account)
- Kaleyra Voice API key
You need to add the following links in your Kaleyra portal:
(See screenshot above showing the URLs in Blue. Info icon against the URLs shows where to add these in the Kaleyra portal)
- WhatsApp URLs - 2
  - Add these URLs to Callback URLs section in Kaleyra account settings
- Voice URL - 1
  - Add this URL to your Kaleyra voice account settings in Inbound settings to receive calls
Submit the form by clicking on Submit

Your installation process is complete!

Finding Kaleyra's WhatsApp, SMS & Voice App App in HubSpot

Click on the Settings icon
On the left side-menu, click on Integrations
In the sub-menu, click on Connected apps
Here you can search for "Kaleyra"

App Dashboard

WhatsApp Integration

The WhatsApp Integration is the solution for all your needs to reach out & connect with your contacts via HubSpot. This app enables you to send WhatsApp messages to individual contacts in a WhatsApp-like interface, right from within HubSpot, without launching any external windows.

Moreover, it also enables sending WhatsApp messages to several contacts at once, in an automated way, through HubSpot workflows. By integrating WhatsApp messaging with HubSpot, you can easily manage your marketing & sales outreach through WhatsApp.

Want to inform attendees of the upcoming meeting about event details?
- Send WhatsApp messages with details, alerts or even documents about the meeting to contacts registered for the meeting
- Set up automated workflows in HubSpot with triggers based on incoming & outgoing WhatsApp messages
- Share documents, images, videos or audio files with the attendees
Want to send automated replies to contacts requesting more information about products/services or requesting a demo?
- Set up a trigger based on incoming messages & send product details & demo links automatically
Got a WhatsApp message requesting HELP/SUPPORT
- Automatically log support requests/tickets & quickly notify the support team about the request

Features

Personalized Messaging
- Send personalized WhatsApp messages directly to contacts from within HubSpot
Automated Messaging
- Automate sending WhatsApp messages by setting up workflows to trigger based on both received & sent messages in HubSpot
WhatsApp-like Interface
- View the conversation with individual contacts in a WhatsApp-like interface from within HubSpot
  - To launch the chat-interface, go to contacts, select the contact you want to check
  - On the right side, below Send WhatsApp, click on Actions — Chats
  - You can also send text messages from here after the conversation has started and the contact has replied to your initial message

Types of Messages

Send & Receive various types of WhatsApp messages such as text, image, video, document & audio

Allowed message/media formats
Type	Format
Text	Message of maximum 4096 characters
URL	JPG \| PNG \| MP3 \| MP4 \| PDF \| DOC(X) \| XLS(X) \| PPT(X)
Image	JPG \| JPEG \| PNG
Document	PDF \| DOC(X) \| XLS(X) \| PPT(X)
Video	MP4 \| MPEG
Audio	AAC \| MP3 \| OGG
Location	Current or Map Location

View WhatsApp message details from a contact’s activity timeline at any point of time. Details such as the message status (SENT | DELIVERED | READ | FAILED), the unique ID of a message and timestamp are also available

Setting up WhatsApp Templates

To start using the WhatsApp integration, you need to add message templates on the Dashboard. To add a template, follow these steps:

In your HubSpot portal, go to Contacts ➜ Contacts
Open any Contact's page
On the right-hand side, under the Kaleyra WhatsApp section, look for the Templates link and click on it
You'll be redirected to the Dashboard. Here, you can View, Create, Edit or Delete Templates
To create a template, as per the templates already approved in Kaleyra portal, click on Add New Template. A form will open, enter the template name and choose either Text or Media
- For Text Templates
  1. Enter template name
  2. Select Type — Text
  3. Select number of parameters (if present in the template)
  4. Enter/Copy the message from your Kaleyra portal here
  5. Submit form to add template
- For Media Templates
  1. Enter template name
  2. Select Type — Media
  3. Select Attachment Type — Image, Audio, Video, Document
  4. Select the number of parameters (if present)
  5. Enter/Copy the message from your Kaleyra portal here
  6. Submit form to add template
- If a template contains parameters, then add their suggested parameter names - these are easy to understand names of the parameters that will show up in HubSpot to users, guiding them about contact token(s) to use for these parameters in the message templates. For example, a template is supposed to have First Name as its parameter. So, the suggested parameter could be First Name. These are optional but it is recommended to add them, making it easier for the user to know what contact token(s) to select from HubSpot.

Sending WhatsApp messages to individual contacts

Open HubSpot ➜ Contacts ➜ Contacts
Choose a contact to send WhatsApp message
On the right side, under Kaleyra WhatsApp, click on Send WhatsApp Message
In the Recipient, choose either Mobile number or Phone number from the dropdown
Select how to send message, there are 4 options:
- Using Kaleyra Template (Text)
  - Select the Template
  - Enter template parameters (params) as comma-separated values, enclosed within double quotes. You can skip this if there are no parameters in the template
  - Click on Send
- Using Kaleyra Template (Media)
  - Select the Template
  - Enter template parameters (params) as comma-separated values, enclosed within double quotes. You can skip this if there are no parameters in the template
  - Enter the media URL for the Image, Video, Document or Audio. Supported media types are JPG, JPEG PNG, MP3, MP4, PDF, DOC/DOCX, PPT/PPTX and XLS/XLSX
  - Click on Send
- Create Custom Message (Text)
  - Enter the message to send
  - Click on Send
- Create Custom Message (Media)
  - Add the message you want to send
  - Add the URL of the media to attach
  - Enter the message/caption for the attachment
  - Click on Send
After you click send, you will get a success message once the request is made
Open the contact and go to the activity log to see the event with details for the sent message and events with details of message status: Sent or Delivered or Read
Similarly, an event is also created when a message is received from the contact
You can also see all your messages sent & received message for an individual contact in a WhatsApp-like chat interface that opens within HubSpot. To open this window, Click on the Actions button ➜ Chat
On clicking Actions ➜ Chat, a WhatsApp-like chat interface showing all sent and received messages is opened

Sending Bulk WhatsApp messages

Go to Workflows on HubSpot from the Automation menu
To create the workflow, setup the trigger to initiate the workflow
- Trigger can be based on several Kaleyra App events, including received message text
- You may choose to create a new deal, a new support ticket, reminders or tasks or send a new WhatsApp message based on the trigger
To send a new WhatsApp message based on the triggers set, Click on Choose an action for Kaleyra WhatsApp, Send WhatsApp Message
On the action details form, choose Mobile or Phone number
Select how to send message, you can choose from the given 4 options:
- Using Kaleyra Template (Text)
- Using Kaleyra Template (Media)
- Create Custom Message (Text)
- Create Custom Message (Media)
Save the Action after completing the form
Click on review and publish to turn the workflow ON
There will be one final review for the number of contacts that will be enrolled in the workflow and the message will be sent to. Click on Turn on to start the workflow
The Activity log of the contact shows various details about the messages sent and received, like the message status (Sent | Received | Delivered). When sending of message fails, it also shows the reason of failure

NOTE: As per WhatsApp policy, the first WhatsApp message you send has to be a templated message and not a custom message and once you get a reply from the contact you can send them as many messages as required. There is a 24 hours window to reply

SMS Integration

Engaging and interacting with your contacts and customers - requires sending SMS and being able to track these messages at any point in time. Sending marketing SMS is the need of the hour to attract, engage and delight your customers and to move leads towards conversion into customers. As of now, HubSpot does not provide an inbuilt way to send SMS to contacts. Hence the need to jump out of Hubspot to other external applications providing SMS sending capability. But, what about tracking? What about mapping all these messages to a contact? What about sending SMS in bulk, in an automated manner?

Kaleyra's SMS Integration provides the solution for the same. It allows you to leverage the SMS channel for your marketing & sales outreach and also for all your customer support information, while managing everything, from within HubSpot! Moreover, it also enables sending SMS messages to several contacts at once, in an automated way, through HubSpot Workflows. In short, it provides you with a one-stop solution for all your messaging needs. It allows you to:

Send personalized Marketing, Transactional & OTP SMS to individual contacts
Send personalized Marketing, Transactional & OTP SMS in bulk, in an automated manner through HubSpot Workflows
Keep track of messages sent to contacts, their delivery status, details of receiver, etc
Create contact-based Lists (Active/Static) based on SMS sent
Create deals, tickets or enroll contacts in another workflow based on SMS
As Promotional SMS are not sent to DND-registered users, avoid sending them SMS by setting up automated HubSpot workflows to remove these contacts from enrolling in the workflow

NOTE

Marketing Campaigns (SMS) are restricted to be sent only between 10 AM to 9 PM

Setting up SMS Templates

To start using the SMS integration, you need to add SMS templates on the Dashboard. To add a template, follow these steps:

In your HubSpot portal, go to Contacts
Open any Contact's page
On the right-hand side, under the Kaleyra SMS section, click on the Dashboard link
You'll be redirected to the Dashboard. Here, you can View, Add, Edit & Delete Templates
To create a template, as per the templates already approved in Kaleyra portal, click on Add New Template.
1. Enter Sender ID
2. Enter the Name of the Template
3. Select the Type of Template
  - Marketing
  - One-Time Password
  - Transactional
4. Enter/Copy the message of the template from your Kaleyra portal here
5. Submit form to add template

Sending individual SMS

In your HubSpot portal, go to Contacts
Choose a contact to send SMS message
On the right side, under Kaleyra SMS, click on Send SMS. A form will open in a dialog box
In the Recipient dropdown, choose either Mobile Number or Phone Number
In the Message Type dropdown, select from the following SMS types:
- Marketing
- One-Time Password
- Transactional
After choosing the Message Type, you will be able to choose the template to send, based on Message Type
Choose the template to send
The message of the selected template will be displayed in the textbox
- You can edit the message with variable(s)/parameter(s)
- You will not be able to edit the message of templates without variable(s)/parameter(s)
After you click Send, you will see a success message once the request is made
You can go to the Contact's activity tab to see details of every SMS sent to this contact as individual events. When an SMS is not delivered, an event is created with the reason for failure and other details. The details that are recorded include the following:
- Unique ID
- Message
- SMS Sender
- SMS Receiver
- SMS Type
- Delivery Status
- Reason of Failure

Sending Bulk SMS

Go to Automation ➜ Workflows on HubSpot
Click on Create Workflow
Create a new blank Contact-based Workflow
To create the workflow, set-up a trigger for the workflow
- Trigger can be based on specific contacts, a contact list or previously sent SMS
- You may choose to create a deal, a ticket, a task or send another SMS based on these triggers
To add the Send SMS action, Click on the + under Triggers to choose an action, a list will appear with all the available actions. Search & select Kaleyra SMS
In the Recipient dropdown, choose either Mobile Number or Phone Number
In the SMS Type dropdown, select from the following SMS types:
- Marketing
- One-Time Password
- Transactional
After choosing the SMS Type, you will be able to choose the template to send, based on SMS Type
Choose the template to send
You will need to add the message of the selected template in the SMS field.
- SMS text must be identical to the approved template.
- HubSpot contact token(s) can be used as values in templates with variable values
Save the Action after completing the form
Click on Review and Publish
There will be one final review for the number of contacts that will be enrolled in the workflow and the message will be sent to. Click on Turn On to start the workflow
The Activity log of the contact shows various details about the messages sent. When sending of message fails, it also shows the reason of failure

Voice Integration

Connecting over phone calls is an important part of engaging and interacting with your contacts and customers and being able to track these conversations at any point in time is crucial. Kaleyra's Voice Integration provides the solution for the same. It allows you to leverage phone calls for your marketing & sales outreach and also for all your customer support information, while managing everything, from within HubSpot! In short, it provides you with a one-stop solution for all your calling needs.

It allows your support team to make calls to customers right from within HubSpot
It allows you to view the details of a call & listen to the call recording (available few moments after the call has ended)

Setting up Voice Agents

To start using the Voice Calling integration, you need to add Agents on the Dashboard. To add an agent, follow these steps:

In your HubSpot portal, go to Contacts ➜ Contacts
Open any Contact's page
On the right-hand side, under the Voice Call CRM extension, click on the Dashboard link
You'll be redirected to the Dashboard. Here, you can View, Add, Edit & Delete Agents
To add an agent, as per the agents already added in Kaleyra Voice portal, click on Add Agent.
1. Enter your HubSpot email
2. Enter the mobile number of the Agent
3. Submit form to add Agent

Placing Voice Call using Kaleyra Voice Integration

Open your HubSpot portal ➜ Contacts ➜ Contacts
Choose a contact to make a call and open their individual contact page
Look for Kaleyra Voice on the right-hand side
Under Kaleyra Voice, you will get the Make a voice call button
Click on the Make a voice call button to open a pop-up with a dialer screen
Click on the Green button to initiate a call to the selected Contact
You can see when the call is in progress
Once the call has ended, you can view the call details in both the Activity Log & the Calls section of that contact
Events in Activity Log
Events in Call Engagements