HostDrift CRM has moved beyond the initial concept stage. Its core architecture is now in place, and several important components are ready for early testing with real business workflows. The goal is simple: help businesses understand customers more clearly, keep conversations connected, and bring customer service, sales, automation, and loyalty operations together on one shared data foundation.
HostDrift CRM was designed around a common problem faced by growing businesses. A team may rely on LINE OA for daily communication while customer information remains scattered across chat histories, spreadsheets, online stores, payment systems, and sales tools. When employees have to switch between several screens, important details are easily missed—including previous conversations, pending follow-ups, deal status, and customer benefits.
HostDrift CRM is therefore being built as more than another inbox. It is intended to become a central workspace covering the customer journey from the first message to sales follow-up, point earning, reward redemption, and automated engagement.
Shared Inbox and Customer 360°
One of the first major components to be developed and tested is the Shared Inbox. It brings LINE OA conversations into a common workspace where the team can see who is responsible for each customer, which messages are waiting for a response, and what stage each case has reached.
The system’s LINE Webhook connection has already been successfully tested for incoming messages. This Phase 1 milestone allows HostDrift CRM to receive events from LINE and connect them with other areas of the platform, including profiles, tasks, tags, and points.
Messages alone, however, are not enough. The Customer 360° view is being developed to bring essential customer information onto one screen, including profile details, customer source, conversation history, deals, follow-up tasks, and point balance.
The platform uses a multi-workspace architecture. Each organization can maintain its own users, permissions, data, LINE OA connection, workflow, and loyalty rules without mixing customer records or point balances with another business.
Points & Loyalty: More Than a Balance Number
The HostDrift CRM Point Engine includes a structure for monitoring available balances, point accounts, lifetime points earned, and lifetime points redeemed. A Ledger records every change so administrators can trace an adjustment back to its source rather than relying on an unexplained total.
Earn Rules allow administrators to define which activities generate points, enable or disable individual rules, and use either a fixed value or a ratio-based calculation. The current structure can support activities such as completing a profile, paying an invoice, following a LINE OA account, or completing a referral.
Mission Management extends these earning capabilities. Administrators will be able to add, remove, or edit activities, configure conditions, and change the number of points awarded without modifying the application code each time. A mission might reward a completed profile, a required number of transactions, or an activity completed within a specified period.
A Customer-Friendly LINE OA Experience
Customers will be able to type a keyword in chat to request their current balance. Whenever points change—through earning, redemption, a manual increase, or a deduction—the system can send a Rich Message explaining the transaction and showing the remaining balance.
The Rich Message can link to a Point Profile displayed in a Webview. Customers will be authenticated through their own LINE ID and can review the balance and transaction history associated with that identity. The page will clearly show the loyalty program name and the LINE OA account providing the benefit.
Pipeline, Tasks, and Event Automation
Beyond customer service and loyalty, HostDrift CRM includes Pipeline & Tasks capabilities for turning enquiries into structured sales opportunities. Teams can define deal stages, assign owners, schedule follow-ups, and identify work that is overdue or incomplete.
Connected channels can generate standardized events that trigger automation. When a customer submits a form, for example, the system may create a Contact and assign a sales Task. A successful payment may update a deal, add points, and apply a Tag. An important customer event may automatically notify the responsible employee.
Connecting More Than LINE
LINE OA is an important starting point, but HostDrift CRM is not designed to depend on one platform. Its connector architecture is being prepared for data from WooCommerce, Stripe, Google Sheets, Meta Lead Ads, email, helpdesk tools, and additional channels in the future.
Where Is HostDrift CRM Today?
HostDrift CRM is currently in Early Preview. The Phase 1 foundation has been developed, including workspace management, user roles and permissions, CRM database structures, Shared Inbox, LINE Webhook connectivity, Customer 360°, and the foundation for event automation.
Point Management, Missions, Rewards, Reports, and additional Data Connectors are being developed in phases. These features are not being built as isolated tools. They share the same data foundation and event model, allowing future workflows and channels to be added without rebuilding the entire platform.
Owner, Admin, Manager, Agent, and Viewer roles control access, while Audit Logs are designed to record important actions such as editing customer data or adjusting points.
The public website currently provides a product overview and an option to contact HostDrift about defining a use case or joining the early testing group. Public self-service registration is not yet available, so this stage is suitable for businesses that want to help shape a workflow around their actual operations.
FAQ
1. Is HostDrift CRM available to use now?
HostDrift CRM is currently in Early Preview. The Phase 1 foundation and selected capabilities have been developed and tested, including workspace management, Shared Inbox, LINE Webhook connectivity, Customer 360°, user permissions, and the foundation for automation. Other modules are still being developed before wider availability.
2. Can HostDrift CRM support LINE OA accounts from multiple businesses?
Yes. Its multi-workspace architecture separates organizational data, users, permissions, LINE OA connections, and loyalty rules. Customer information, points, and benefits remain associated with the relevant business workspace.
3. How will customers check their points?
The planned experience allows customers to enter a keyword in LINE OA, receive a Rich Message when their point balance changes, and open an authenticated Point Profile in a Webview. The profile will display the balance, transaction history, and loyalty program associated with the relevant LINE OA account.
