topic Re: Automated SMS Ticket in Tickets & Conversations

Automated SMS Ticket

AAlléOssey — Wed, 23 Aug 2023 15:49:08 GMT

HELLO team, is it possible to create a workflow that when we move the tickets and the status changes a personalized message is sent via whatsapp or SMS? if yes have me or offer me an alternative

Re: AUTOMATION TICKET

Jigar_Thakker — Thu, 17 Aug 2023 11:55:47 GMT

Hi @AAlléOssey,
Yes, it is possible to create a workflow in HubSpot that sends a personalized message via WhatsApp or SMS when tickets are moved and their status changes. HubSpot offers automation tools that allow you to set up such workflows. Here's how you can achieve this:

1. Create a Workflow:

Start by creating a workflow in HubSpot. Go to the "Automation" section and choose "Workflows." Then, click on the "+ Create Workflow" button.

2.Set Enrollment Triggers:

Choose the enrollment trigger for the workflow. In this case, it would be when a ticket is moved and its status changes. You can likely use a property change or ticket stage change as the trigger.

3.Define the Actions:

Once a ticket's status changes and it meets the trigger criteria, set up actions to be performed in the workflow. Here, you'll want to send a personalized message via WhatsApp or SMS.

4.Integrate with WhatsApp or SMS Service:

To send messages via WhatsApp or SMS, you'll need to integrate HubSpot with a messaging service. HubSpot supports integrations with various messaging platforms. If your preferred platform is not natively supported, you can use third-party integrations or APIs to connect the messaging service to HubSpot.

5.Create Personalized Message:

Within the workflow, you can use personalization tokens to create dynamic and personalized messages. These tokens will be replaced with actual contact information when the message is sent.

6.Test and Launch:

Before launching the workflow, thoroughly test it to ensure that the trigger conditions, message content, and integration work as expected. Once you're confident in the setup, activate the workflow.

If HubSpot's built-in capabilities do not meet your requirements or if you're looking for more advanced customization, you might consider using third-party automation platforms or APIs that specialize in messaging integrations. Services like Zapier or Integromat can connect HubSpot with messaging platforms like WhatsApp or SMS gateways. These platforms allow you to create custom workflows and integrate various apps without requiring deep technical knowledge.

Let me know if you have any follow-up questions. I'd be happy to help.

If my post was helpful in addressing your query, Support the community by indicating it as the solution 🙂

Best regards,
Jigar Thakker
jigar@insidea.com

Re: AUTOMATION TICKET

BérangèreL — Fri, 18 Aug 2023 13:13:45 GMT

Hi @Jigar_Thakker,

I hope that you are well!

Thank you for this very detailed answer.

Which integration were you thinking of using for this use case to help @AAlléOssey, please?

Thank you and have a great day!

Best,
Bérangère

Re: AUTOMATION TICKET

Jigar_Thakker — Fri, 18 Aug 2023 14:37:56 GMT

Hello @BérangèreL @AAlléOssey ,

Certainly, I'd be delighted to provide you with a couple of recommendations for sending personalized SMS. You might consider exploring Salesmsg SMS and Sakari SMS, as they are both excellent options known for their ability to tailor messages to individual recipients.

Thanks and Regards,
Jigar Thakker
jigar@insidea.com

Re: Automated SMS Ticket

Masood — Thu, 24 Aug 2023 04:34:53 GMT

Hi @AAlléOssey ,

Yes, it is definitely possible to create a workflow that sends personalized messages via WhatsApp or SMS when ticket statuses change. We might need some computer magic to make it work. So, when a task changes, the computer will send a message to tell someone about the change. Like sending a note about what's happening!

Re: Automated SMS Ticket

karstenkoehler — Wed, 12 Feb 2025 05:36:38 GMT

Hi @AAlléOssey,

Good news, there is a public beta you can join under Settings > Product updates for sms actions across workflow types – meaning that if you have the right HubSpot subscription, no integration is needed.

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!