All customer conversations in one place.

Unify messages across channels into a collaborative inbox. Route by skill or priority, reply with context, and keep every thread tied to the right record.

Route the right way from the start.

Distribute conversations by team, round-robin, or rules like language, topic, or account tier. Working hours and presence prevent after-hours assignments.

Collaborate without collisions

• Agent presence and typing indicators.
• Internal comments and @mentions.
• Draft sharing and approved snippets.
• Real-time collision detection.

Resolve with context

View contact timelines, past tickets, and KB suggestions beside each thread. Insert articles or payment links in clicks, and create tasks or tickets when deeper work is needed.

Hit your SLAs

Scale support quality

Turn WhatsApp conversations into revenue.

Build opt-in audiences, send personalized messages at scale, and run two-way conversations that convert—powered by templates, automation, and real-time analytics inside your CRM.

Reach customers where they already are.

Use WhatsApp to meet buyers in their preferred channel with timely, relevant messages. Capture consent, personalize content with CRM data, and trigger follow-ups based on behavior—all while staying compliant with WhatsApp’s policies.

Build a compliant audience fast

• Collect and store explicit opt-in from forms, chat, and landing pages.
• Manage consent states (opt-in/opt-out) with automatic suppression rules.
• Create approved message templates for promotions, alerts, and support.
• Localize templates and messages across multiple languages.
• Use short links and QR codes to grow your WhatsApp list from ads and social.

Personalize and automate at scale

Triggered journeys

Send abandoned-cart nudges, re-engagement pings, or post-purchase care based on events and segments.

Dynamic personalization

Merge CRM fields (name, product, order status) and conditional content for 1:1 relevance.

Broadcasts to segments

Schedule promotional or informational sends to targeted, compliant lists with throttling and quiet hours.

Template workflows

Auto-start conversations with approved templates and route replies to the right team.

Run two-way conversations with your team

Measure, test, and optimize outcomes

Turn texts into timely conversions

Reach customers instantly with personalized, compliant SMS. Build two-way conversations, trigger messages from real-time events, and track revenue impact in one place—no code required.

Automate, personalize, and track SMS at scale.

Replace one-off blasts with lifecycle messaging for welcomes, promotions, reminders, and recoveries. Use CRM data for targeting, AI to draft and optimize, and built-in compliance to protect deliverability and brand trust.

Build compliant programs

• Two-way SMS and MMS with keyword opt-in/out (e.g., JOIN, STOP, HELP).
• Consent capture, subscription types, and quiet hours by timezone.
• Country- and carrier-aware sending rules and rate limiting.
• Short links with click tracking and UTM support.
• Templates for alerts, promos, appointments, and order updates.

Personalize every send

Dynamic content

Swap offers, images, and CTAs based on segment, location, and lifecycle stage.

Behavioral triggers

Send on form submissions, page views, cart events, purchases, and custom events.

Audience controls

Segment with CRM fields, engagement history, and custom properties; apply frequency caps.

AI assistance

Generate concise copy, variations, and translations aligned to your brand voice.

Optimize delivery and performance

Connect SMS across the journey

Empower your customers to find the answers they need.

Give customers instant, self-serve solutions with an AI-powered knowledge base that is searchable by topic, accessible on mobile and desktop, supports multiple languages, and connects to your support tools to surface gaps and recommend new articles.

Build a unique library of help articles.

Turn frequent support questions into a comprehensive, search-optimized knowledge base. Customize the experience with CMS tools, collaborate with comments and approvals, and accelerate creation with AI assistance from Hoop AI Agents Copilot (beta).

Create and publish faster

• Generate and edit articles with AI assistance to speed up writing.
• Convert FAQs into a structured library optimized for search.
• Use CMS tools to match branding with flexible themes and styles.
• Collaborate with comments and approvals to keep content accurate.
• Manage advanced needs with multi-language articles and API-driven workflows.

Improve support team efficiency

Reduce repetitive questions and shorten time to resolution. Hoop CRM tracks which articles customers have viewed to prevent duplicate answers, while integrations with Slack and other tools keep teams informed about knowledge gaps. Multi-language support helps global teams share and reuse content.

Measure, improve, and evolve your knowledge base

Deliver a searchable, multi-language experience

Payment Links

Turn any interaction into a purchase moment by sharing links in emails, pages, forms, or meetings. Buyers pay in a few clicks, and your records update instantly across deals and contacts.

Collect payments anywhere

Use links or QR codes to launch prefilled checkouts that reduce friction and error. Flexible placement meets buyers where they already are.

Create links in seconds

• Choose product, amount, and cadence.
• Generate reusable or one-time links.
• Embed across channels with minimal effort.

Delightful checkout experience

Responsive design, multiple methods, and clear confirmations increase completion and trust for new and repeat customers alike.

Centralize commerce in CRM

Operate at scale

Commerce Tools

Equip teams with AI-assisted quoting, invoicing, subscription management, and payments inside the CRM. Reduce swivel-chair work while improving governance, visibility, and speed.

AI that helps you close faster

Generate accurate quotes in seconds and standardize terms without sacrificing personalization. Workflows remove manual steps that slow cycles.

Quote smarter

• Templates for consistent, on-brand proposals.
• Inline approvals to protect margin.
• Signature and payment on the same page.

Streamline billing & payments

Create invoices, manage subscriptions, and accept payments with automatic CRM updates. Finance and sales operate from the same data.

Unlock visibility

Scale with confidence

Resolve content questions fast.

An AI customer agent that answers with approved knowledge, captures context, performs permitted actions, and hands off to your team when needed.

Turn your content into instant help.

Connect articles, product docs, and policies so customers get precise, cited answers in seconds. The agent reduces ticket volume, increases satisfaction, and frees your team for complex work while keeping responses accurate and on brand.

Knowledge that stays accurate

Trusted sources

Use your approved knowledge base, docs, and FAQs as the single source of truth to ground every answer.

Automatic sync

New or edited content is picked up quickly so answers reflect your latest guidance, pricing, and policies.

Context awareness

Tailor guidance using plan, region, lifecycle stage, and product details stored in CRM.

Multilingual readiness

Answer in the customer’s language when localized articles are available.

From answers to actions

Workflow triggers

Kick off approved flows like returns, password resets, refunds, or appointment requests.

Structured intake

Collect required fields (account ID, device, error code) and write them to ticket properties.

Form fills and updates

Validate inputs, update CRM records, and reduce back-and-forth before any handoff.

Seamless human handoff

Measure and improve