When you log a phone call in the contacts activity record you have several options to choose from like the outcome and the direction of the call.
When logging a text message these options are not available.
It is crazy that hubspot doesn’t allow the system to indicate the direction of sms. When trying to generate 2 way communication, sms is a massive piece of the puzzle. Sales agent using multiple numbers to try and generate 2 way communication, often from personal phones. Not being able to indicate incoming text communication is a massive problem. Not having direction on sms then doesn’t allow automation to be created to move a deal from attempted contact to contacted. This is a basic stage of any D2C funnel. Hubspot seems to only imagine the B2B use case. I represent a D2C ecom retailer with an abandoned cart lead generation straetgy.
We’re running into similar issues with this.
Without the SMS directional reporting, it’s difficult to monitor my sales team’s outbound activity. HubSpot currently allows us to filter for outbound emails and call filtering in reporting, but not for outbound SMS messages.
This is a major gap for us. Our sales reps often rely on text messaging to engage with prospects, and while HubSpot captures all SMS activity, it does not differentiate between inbound and outbound messages in a way that can be filtered in reports. That means reps could be receiving inbound messages without ever replying, and there is no way for us to see whether they are proactively reaching out via text or following up as expected.
Without the ability to filter specifically for outbound SMS, we cannot accurately track rep activity or give proper credit for those touchpoints. It makes it very hard to manage performance and ensure leads are being worked properly.
Does anyone at Hubspot have asolution for this? It’s 2025, text message, whatapps, etc, is a big part of the aelling process