topic Re: App for SMS in custom object workflows in Tips, Tricks & Best Practices

App for SMS in custom object workflows

CCoffman1 — Mon, 20 Mar 2023 21:14:07 GMT

Hi,

We are using Justcall for SMS as part of workflows right now but we're transitioning from the standard Deal object to a custom-object for these workflows. It doesn't look like Justcall supports Custom-object based workflows.

Does anyone have an app they would recommend that will work to send SMS as part of a custom-object based workflow?

Thanks

Re: App for SMS in custom object workflows

kvlschaefer — Tue, 21 Mar 2023 10:16:14 GMT

Hi @CCoffman1,

Thank you for reaching out to the Community!

I would like to invite our subject matter experts to see if they have any recommendations.

Hi @himanshurauthan, @Mike_Eastwood, @ChrisoKlepke - Do you have any integration recommendations for @CCoffman1's use case?

Thank you!

Best,

Kristen

Re: App for SMS in custom object workflows

Mike_Eastwood — Wed, 22 Mar 2023 02:31:34 GMT

Hi @CCoffman1

Do you have Ops Hub? If so a little custom code could be used to trigger an SMS via Just Call's API's.

Alternatively, it would be possible to create a custom intergation to send the SMS but there would be development and hosting costs.

Could you set some custom Contact properties, in your Custom Object Workflow, then use a Contact Based Workflow to send the SMS?

Curiously

Mike

Re: App for SMS in custom object workflows

CCoffman1 — Wed, 22 Mar 2023 04:12:43 GMT

Hey Mike,

I do have Ops hub. I considered doing a webhook to hit Just Call's API via Zapier (which I confirmed works) but I can't send as the owner of the record, I can only send from a pre-selected phone number on our Justcall account. This won't work because when someone replies we need those directed to the record owner.

I ended up creating a Contact-based workflow that is enrolled by the custom object but this isn't a great solution because the content of the communication is really specific to the custom object. I can copy those content-specific properties to the custom object but each Contact might have multiple associated custom objects so that doesn't work.

Ultimately I settled with a more generic contact based workflow with the hopes that Justcall will build out support for our custom object for a fee (in discussion now).

Thanks for your help.

Re: App for SMS in custom object workflows

karstenkoehler — Wed, 12 Feb 2025 05:37:33 GMT

Hi @CCoffman1,

Good news, there is a public beta you can join under Settings > Product updates for sms actions across workflow types – this seems to cover custom objects.

Messaging

SMS action available across workflow types

February 11, 2025

What is it?

The Send SMS message workflow action is now available in additional workflow types, giving you more ways to connect with customers at exactly the right moment. Previously limited to contact based workflows, this expansion lets you automate personalized messages across your customer journey.

Why does it matter?

Until now, the Send SMS message action has only been available in contact workflows. This is because the action is only applicable to contacts, as they are the only type of record that can receive an SMS message. This also meant that the action could only be used with triggers available in contact workflows, which doesn't fit every use case. With the update we're making, you can now use the Send SMS message action from other types of workflows.

For example, from a deal workflow, you could trigger automation when a deal is closed lost and use the Set marketing contact status action to make the "Decision maker" contact associated with that deal non marketing, to automatically reduce costs for contacts you're no longer engaging with. For example, from a deal workflow, you could trigger when a deal is closed won, and use the Send SMS message action to send a text to the "Decision maker" contact associated with that deal, welcoming them as a customer.

How does it work?

Since this action can only run against contacts, when using it in other types of workflows, you must define to which contact the SMS should send.

To set up the above example, follow these steps:

In your HubSpot account, navigate to Automations > Workflows

Click to create a new workflow from scratch

Choose a Deal-based workflow and set up a trigger

Click to add the Send SMS message action

You'll now see a new field on the action labelled "Contact," where a specific type of contact must be defined

To choose a type of contact, click the "Edit available data" link showing in the field drop down

Follow the instructions for adding a new data source for record type Contact; you can use association labels or other filters to choose which associated contact the action should run against

Currently, when these actions are used in workflows other than contact type workflows, they can only run against one contact at a time.

Who gets it?

Marketing Pro, Marketing Enterprise

Best regards!