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Orchestrate fully automated, interactive WhatsApp journeys directly within your HubSpot Workflows. This feature transforms static message templates into dynamic, two-way conversations. By leveraging Quick Reply buttons, you can build intelligent chatbots that engage leads, qualify prospects, and handle support queries 24/7—without writing a single line of code. Using Eazybe’s advanced “Send WhatsApp & Wait for Reply” action, your HubSpot workflows pause to listen for customer inputs, then instantly route them down specific branches based on which button they clicked. It’s the ultimate tool for turning WhatsApp into an always-on engine for sales and support.

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Why the Template-Based Chatbot Matters

In an era of instant gratification, customers expect immediate answers. This feature bridges the gap between manual chatting and complex custom coding. It allows scaling businesses to automate repetitive conversations while keeping all data synchronized inside HubSpot, ensuring that your human agents only step in when high-value interactions occur.

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Key Benefits

Automates Lead Qualification

Stop wasting time on cold leads. Set up a workflow that asks qualifying questions via button clicks (e.g., “Budget?”, “Timeline?”). Based on the reply, automatically update the HubSpot contact property or route them to the right sales rep.

Delivers Instant 24/7 Engagement

Your business never sleeps. Create workflows that greet customers, provide product details, or schedule demos instantly, regardless of the time of day, ensuring zero drop-offs due to delayed responses.

Standardizes Customer Journeys

Ensure every prospect receives the exact same high-quality onboarding or support experience. By pre-planning flows, you eliminate human error and maintain consistent brand messaging across every interaction.

Seamless HubSpot Data Sync

Unlike external bot builders, this lives inside HubSpot. Every button click and response is captured natively, allowing you to trigger further marketing emails, tasks, or deal stage updates based on the chat outcome.

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Scope of Capability

The template-based chatbot can handle various automation scenarios:
Use CaseDescription
Surveys & FeedbackSend a template asking for a rating (1-5 buttons) and tag customers based on their score.
Appointment BookingGuide users through selecting a time slot or service type.
FAQ AutomationLet users choose a topic (Pricing, Features, Support) and receive instant answers.

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How It Works: Step-by-Step Configuration

To deploy your chatbot, follow this structured setup within your HubSpot account.

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Step 1: Blueprint & Template Creation

First, map out your desired conversation flow. Create your WhatsApp Templates in Eazybe with Quick Reply buttons (e.g., “Yes,” “No,” “More Info”) corresponding to the choices you want to offer.

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Step 2: Initialize the Workflow

1

Navigate to Automation

Go to Automation in your HubSpot account.Navigate to Automation menu
2

Select Workflows

Click on Workflows from the automation menu.Select Workflows option
3

Create a New Workflow

Click Create workflow to start building your automation.Create new workflow button
4

Choose From Scratch

Select From scratch to create a custom workflow.Select from scratch option
5

Set Enrollment Trigger

Set the enrollment trigger to Met filter criteria. You can choose any filter criteria of your choice.Set enrollment filter criteria
6

Select Contact as Workflow Type

Choose Contact as the workflow type.Select Contact workflow type
7

Define Enrollment Filters

Define enrollment filters by contact properties to determine who enters the workflow.Define enrollment filters
8

Add Filter Values

Add the specific values for your filter criteria.Add filter values
9

Proceed to Actions

Click to proceed to the workflow actions section.Proceed to workflow actions
10

Save Initial Setup

Save the initial workflow setup configuration.Save initial workflow setup

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Step 3: Deploy the “Listen” Action

1

Add WhatsApp Integration

Click to add a new WhatsApp integration action to your workflow.Add WhatsApp integration action
2

Select Wait for Reply Action

Choose Send WhatsApp & Wait for Reply from the available actions.Select wait for reply action
3

Choose Sender Number

Select the sender phone number for this workflow.Choose sender phone number
4

Select Template

Select the template you created in Step 1 with Quick Reply buttons.Select WhatsApp template
This action pauses the workflow until the user clicks a button.
5

Save Action

Click Save to save the WhatsApp send action.Save WhatsApp send action

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Step 4: Configure Smart Branching

1

Add Another Action

Add another workflow action to create branching logic.Add another workflow action
2

Select Branch Action

Select the Branch action from the available options.Select branch action
3

Choose Branching Type

Choose One property or action output for your branching logic.Choose one property branching
4

Select Branching Property

Select the property that will determine the branch path.Select branching property
5

Use User WhatsApp Reply

Use User WhatsApp Reply as the branching property.Use user WhatsApp reply property
6

Configure Branch Conditions

Configure the conditions for each branch based on button replies.Configure branch conditions
7

Enter Branch 1 Value

Enter the value for Branch 1 condition (must match the button text exactly).Enter branch 1 value
8

Add Additional Branch

Click to add an additional branch for another button option.Add additional branch
9

Enter Branch 2 Value

Enter the value for Branch 2 condition.Enter branch 2 value
10

Save Conditional Branch

Save the conditional branch configuration.Save conditional branch
Crucial: Ensure the branch name/value matches the exact text on your Quick Reply button. Any mismatch will cause the workflow to fail.

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Step 5: Build the Journey

1

Add Action within Branch

Add an action within a branch to define what happens for that path.Add action within branch
2

Add Another WhatsApp Action

Add another WhatsApp integration action within the branch.Add WhatsApp action in branch
3

Select Wait for Reply

Choose Send WhatsApp & Wait for Reply within the branch.Select wait for reply in branch
4

Select Template Value

Select a value for the branch-specific WhatsApp message template.Select template value
5

Choose Sender Number

Choose the WhatsApp sender number for this branch.Choose sender number for branch
6

Select Template for Branch

Select the WhatsApp template for this specific branch.Select template for branch
7

Confirm Template

Confirm your template selection (e.g., “catalogue2”).Confirm template selection
8

Save Branch Action

Save the branch-specific WhatsApp action.Save branch action
9

Review and Activate

Review the complete workflow and activate it.Review and activate workflow
Under each branch, add the next step of your flow—whether it’s sending another WhatsApp template, assigning a task to a sales agent, or updating a deal stage. Repeat the process to build deep, multi-step conversations. Then save the workflow and your response-based HubSpot chatbot is ready.

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Your Chatbot is Ready

Pro Tip: Test your chatbot thoroughly before deploying to production. Create a test contact and walk through each button path to ensure the branching logic works correctly.

Create WhatsApp Templates

Learn how to create WhatsApp message templates with Quick Reply buttons

HubSpot Workflow Guide

Complete guide to setting up HubSpot workflows

Workflow Troubleshooting

Common issues and solutions for workflow problems

Broadcast Campaigns

Send bulk WhatsApp messages to multiple recipients

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Need Help?

If you have any questions or need further assistance, reach out to us at support@eazybe.com.