topic Re: Email notifications for inbound SMS in Tips, Tricks & Best Practices

Email notifications for inbound SMS

JHayes30 — Tue, 10 Dec 2024 21:47:00 GMT

I'm trying to give our sales reps and account managers better insight when we get inbound SMS from outbound SMS campaigns.

Right now, only the marketing team has access to the HubSpot. Is there a way through workflows to trigger an email to internal employees/sales team members when a contact responds to an SMS?

Re: Email notifications for inbound SMS

karstenkoehler — Wed, 11 Dec 2024 05:26:25 GMT

Hi @JHayes30,

HubSpot email notifications require recipients to be HubSpot users – that would be the requirement for someone to receive notifications.

Once they're users, you could grant them access to whatever inbox you use for receiving SMS: https://knowledge.hubspot.com/sms/manage-and-reply-to-marketing-sms-messages-in-your-conversations-inbox#create-an-sms-view-in-the-conversations-inbox

Once they have access, they (or you) can customize their notifications to receive emails for new assigned or unassigned incoming messages within that inbox: https://knowledge.hubspot.com/user-management/how-to-set-up-user-notifications-in-hubspot

For non-HubSpot users, this is a bit more complicated. You could consider setting up an alias or shared email address as a fictional HubSpot user. All sales users would be under this alias. The rest of the steps above would be the same, only that it's one shared user managed by you, not individually managed users.

Best regards

Re: Email notifications for inbound SMS

JHayes30 — Mon, 30 Dec 2024 16:22:38 GMT

Thank you, Karsten. This is really helpful.

I just reviewed the list of notifications and don't see anything related to the SMS inbox/inbound SMS message re-assignments. Am I missing something?

Re: Email notifications for inbound SMS

Caroline_Pretty — Wed, 22 Jan 2025 21:19:19 GMT

Same there. SMS notifications don't appear to be a preference here. What I did instead is create a Conversation-based workflow with the criteria being:

Inbox is any of Inbox
Inbox Source is any of SMS
Last Message received date is known
AND last message receive date is less than 1 day ago
Turn on re-enrollment

Then I set up an action to notify the points of contacts via email. I'm testing this out with a client and hope this helps here too.

Thanks!

Caroline Prettyman