ActiveCampaign just made a big move by acquiring Hilos, a platform that helps businesses connect with customers on WhatsApp. If you’ve been looking for faster, more personal ways to reach your audience, this changes everything.
With WhatsApp now directly tied to ActiveCampaign’s tools, businesses have a real chance to build stronger relationships and boost engagement. So, let’s take a closer look at what this means for your business and how you can make the most of it.
What Is Hilos and Why ActiveCampaign Acquired It
Managing customer chats on WhatsApp isn’t easy when you’re juggling dozens of conversations at once. That’s where Hilos comes in, offering businesses a smarter way to keep every message organized, fast, and personal.
Hilos built its platform around real-time communication. Think of it like having a full customer service desk inside WhatsApp, where you can automate replies, track conversations, and never miss a chance to answer a question.
And that’s exactly why ActiveCampaign made the move. As WhatsApp keeps growing, businesses need better ways to stay connected without bouncing between apps or losing the personal touch that customers expect.
With Hilos integrated into ActiveCampaign, everything happens in one place. Imagine sending order updates, appointment reminders, or personalized offers, all while keeping your automations running smoothly behind the scenes.
How This Integration Changes Customer Communication
Fast, personal conversations are what today’s customers expect, and now, ActiveCampaign businesses can finally deliver. Thanks to the Hilos integration, talking to your audience through WhatsApp will feel as natural as texting a friend.
That feeling of natural conversation is exactly what changes everything. Instead of long email chains or clunky forms, customers can ask questions, get updates, and solve problems in a space they already use every day.
And building that kind of everyday presence makes a real difference. When customers can reach you easily without leaving WhatsApp, it feels less like “customer service” and more like genuine support, which builds faster loyalty and trust.
But most importantly, this integration keeps businesses one step ahead. Companies that make communication easy and personal without forcing customers to switch apps, will stand out in a crowded market and grow stronger relationships long term.
The Key Benefits for Your Business
Adding WhatsApp to ActiveCampaign doesn’t just make messaging easier, it makes communication smarter. Businesses can now reach customers instantly, stay part of their daily routine, and create real conversations without adding extra steps.
And that ability to stay present without being intrusive is a major win. Instead of chasing after customers with endless emails, businesses can offer quick updates, personal messages, and helpful reminders that actually get seen.
Being seen quickly opens the door to stronger engagement. When customers feel like they can ask a question or confirm a detail in seconds, real-time communication becomes a key factor in helping them stay connected and complete their journey.
On top of that, faster communication also means faster problem-solving. Businesses that answer questions, fix small issues, or offer support in real time build trust faster, and that trust often leads to better sales results.
What Makes WhatsApp Different From Email or SMS
Standing out in a crowded inbox isn’t easy anymore. That’s why businesses are turning to WhatsApp, where your messages land right next to chats with friends, not buried under dozens of unread promotions.
Landing next to a friend’s message instantly feels more personal. Unlike email marketing, where your offer might sit unopened for days, a WhatsApp message pops up and gets seen fast, often within just a few minutes.
That speed creates real conversations, not just notifications. Instead of cold SMS alerts or long email threads, customers can reply casually, ask follow-up questions, or even send a photo if they need extra help.
Plus, WhatsApp lets you share more than just text. Businesses can send videos, images, or even a quick voice note, making every interaction feel like part of the customer’s natural messaging flow, not an interruption.
Tips to Start Using WhatsApp Marketing with ActiveCampaign
Starting with WhatsApp marketing can feel overwhelming, but it doesn’t have to be. With ActiveCampaign’s new integration, you have all the tools you need to build real conversations that feel easy, personal, and helpful from day one.
Here are some practical tips to help you get the most out of it:
- Start simple with welcome messages: Greet new customers as soon as they connect. A quick “Hi [Name], thanks for joining us!” can make a strong first impression without overwhelming people right away.
- Use segmentation to send smarter messages: Don’t blast the same thing to everyone. For example, send order updates only to buyers and special offers to frequent shoppers, keeping every message relevant to the customer’s journey.
- Automate wisely, but stay human: Automation saves time, but don’t let it sound robotic. Instead of “Your request is being processed,” say “We’re getting everything ready for you, [Name], and we’ll update you soon!”
- Offer real-time support for quick wins: When customers can ask a question and get a fast answer on WhatsApp, it feels personal. A simple “Let me check that for you” can turn a small doubt into a completed sale.
- Send reminders without being annoying: Use WhatsApp for gentle nudges, like “Just a reminder—your cart’s still waiting for you!” Make it feel helpful, not pushy, by adding a light tone or offering help.
- Share updates with rich content: Don’t just send text, but also add images, links, or short videos. For example, a restaurant could send a quick photo of today’s special instead of a plain message about the new menu.
- Respect privacy and timing: WhatsApp feels personal because it’s private. Only message customers who opt-in, and avoid sending texts at odd hours. A respectful approach builds trust and keeps the channel feeling valuable.
Getting started with WhatsApp marketing is really about keeping communication real, helpful, and respectful. So, if you treat it like a true conversation instead of another broadcast channel, you’ll build stronger relationships and get better results over time.
Potential Challenges to Watch Out For
WhatsApp marketing opens exciting doors, but it’s easy to step in the wrong direction. Without a thoughtful approach, businesses can risk annoying customers, losing trust, or even getting blocked before a real connection is ever made.
That danger of losing trust is a real concern. When businesses flood inboxes with constant updates, it stops feeling helpful and starts feeling pushy, and once someone hits “block,” it’s incredibly hard to win them back.
Another challenge is staying compliant with WhatsApp’s strict rules. Unlike email, you can’t reach out whenever you feel like it. Customers have to opt-in first, and respecting that boundary is key to keeping your account healthy.
Finally, there’s the danger of sounding too automated. Customers want fast replies, but they also want real ones, and authentic communication plays a huge role in customer loyalty and retention. If your messages sound too stiff or automated, it breaks the human connection you worked so hard to build.
Final Thoughts on Why Now’s the Time to Act
The Hilos acquisition is a big step forward for ActiveCampaign users. With WhatsApp officially part of the platform, businesses now have a real way to create conversations that feel more natural, more personal, and much faster than traditional channels.
That ability to build faster, more personal connections is what will separate businesses that grow from those that get left behind. Start now, stay thoughtful with your messages, and you’ll build relationships that customers actually want to keep.
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Ross Jenkins
Ross Jenkins is the founder of DigitalME and is an ActiveCampaign Certified Consultant. He is ranked #1 on UpWork for his proficiency in digital marketing. DigitalME offers targeted digital solutions and is perfect for anyone who wants to increase leads, sales, and productivity through automation.