Recording SMS interactions on Contact, Deal, and Ticket records

Apps Third-Party Apps
1

Does anyone know a SMS app for HubSpot that records SMS activity on the Contact record in a way that the activity can also be associated with relevant Deal and/or Ticket records?

We’ve trialled solutions like Sakari but they only record SMS activity to the Contact record. This means we miss relevant SMS activity witht the client if we are reviewing a Deal or Ticket.

Ideally the solution would integrate with the Hubspot Inbox &/or Help Desk for alerts on inbound SMS messages. We already use HubSpot calling and don’t want our calling disrupted by an app that does both SMS and calling.

We are a small business based in New Zealand wanting to send and receive SMS messages to clients in New Zealand. We are currently subscribed to Service Hub Pro but not Marketing Hub Pro due to the prohibitive cost.

2

Hi @Nautilus,

There are several options worth considering:

  1. JustCall: This SMS tool integrates with HubSpot and can log SMS activity on Contacts, Deals, and Tickets. You can set up workflows to associate SMS activity with relevant records. JustCall focuses on SMS but also offers calling features. You can limit its use to SMS to avoid disrupting your current calling setup.
  2. MessageMedia: This is another SMS provider with a HubSpot integration. It allows SMS conversations to be logged to Contact records and, with some workflow customization, can be associated with Deals or Tickets as well.
  3. Custom Workflows: If you’re open to a bit of setup, you could use HubSpot workflows to copy or associate SMS activity from the Contact record to related Deals or Tickets. This may require some technical assistance or a third-party tool, such as Zapier.

For inbound SMS alerts, both JustCall and MessageMedia offer notifications that can be connected to your HubSpot Inbox or Help Desk, so your team won’t miss any client messages.

Since you’re on Service Hub Pro, you should be able to use these integrations without needing Marketing Hub Pro. I’d suggest reaching out to the support teams of these providers to confirm NZ compatibility and discuss your specific needs.

Hope this helps! If you need more details on setup or would like to explore custom workflow options, please let me know.

3

Thanks Ernest for your prompt reply. I looked into both JustCall and MessageMedia but it looks like neither is suitable:

  • JustCall can’t provide a compliant NZ number for SMS
  • MessageMedia chare $300/mo just for a SMS phone number before actual usage fees

I’m looking into Twilio at the moment but have already spent weeks trying to find a solution and never thought it would be this hard.

Cam

4

Hi @Nautilus, thanks so much for the update and thanks @GiantFocal for the suggestions!
Let’s see what our Top Experts can share: Hi @danmoyle, @HubDoPete and @Mike_Eastwood do you have others ideas to keep SMS activities visible across Deals and Tickets or do you know other integrations that could help @Nautilus, please?
Have a great day and thanks so much in advance for your help!
Bérangère

5

Thanks for the tag @BérangèreL.

@Nautilus have you tried SalesMSG? I’ve had clients use it and here’s what I found as far as working out what you’re asking for.

:eyes: Associates SMS with Contacts, Deals, and Tickets: Salesmsg allows you to add personalized texts into any HubSpot workflow (contacts, tickets, or deals) and trigger workflows with SMS tags. SMS activity can be logged and associated with multiple record types, not just contacts.

:eyes: Inbox Integration: Salesmsg supports integration with HubSpot Inbox via an Email-to-SMS feature, letting you receive and reply to inbound SMS messages directly from your HubSpot Inbox. All SMS conversations are logged with timestamps for context.

:eyes: NZ Number Support: Salesmsg supports international numbers, but you should verify with their support for compliant New Zealand numbers.

:eyes: No Calling Disruption: Salesmsg focuses on SMS and does not interfere with HubSpot calling.

I agree with @GiantFocal as well that a workflow might also be the answer if not an integration.

6

Thanks Dan, I really appreciate you and other HubSpot community leaders taking the time to respond to my post and share your knowledge :grinning_face:

SalesMsg looks to be a great solution and it was the first product that I shortlisted as it looked to meet all our requirements. Unfortunately, they do not offer New Zealand numbers for SMS.

We tried Sakari and some other HubSpot SMS solutions and they all log to the contact record only. That would be fine if we could then associate the logged SMS with other records (e.g. companies, deals, tickets) but I haven’t found one that supports manual associations on logged SMS.

I thought about using workflow to associate a SMS on the contact record with relevant companies, deals, and tickets as suggested by @GiantFocal. However, the required associations can be very nuanced (e.g. assoicated with this open deal for the contact, but not another open deal or ticket). Therefore, I think they will need to be manual/adjustable rather than follow a strict rule.

Unless I can find a HubSpot integration soon, we’ll probably have to go with a non-integrated SMS provider and manually log each SMS to the relevant record in HubSpot (then manually assoicate with other relevant records). This will be painfully slow but I can’t see another way to get SMS logged to all relevant records in HubSpot.

7

Thanks for the fedback and extra insight @Nautilus - sorry it’s not working out more easily. It does sound like a more manual process as you’re describing it. That’s a real bummer.

8

Hi @Nautilus ,

I hear your pain, Cam. You’ve really done your homework here Salesmsg, JustCall, MessageMedia, Sakari… and yet none seem to fully tick the boxes for NZ support plus multi-object logging.

Right now HubSpot only natively logs SMS on the Contact timeline. Associating that same activity with Deals or Tickets requires either a provider that pushes associations at log-time, or a workflow layer to copy/associate activities after the fact see HubSpot’s activity association limits:

(Associate activities with records)

Unfortunately, as you said, workflows won’t easily handle nuanced manual cases like “this deal but not that one.”

If no vendor can provide compliant NZ numbers, the fallback is indeed a manual log. You could slightly streamline that by creating a custom engagement type for SMS

(2026-03 API reference - HubSpot docs)

So even if you paste in the message, you can still associate it with multiple records in one go. Not ideal, but at least consistent in reporting.

For what it’s worth, this is where we’ve seen Stacksync add value not as an SMS sender, but as the middleware to fix associations across objects. The platform can catch inbound SMS logs from whichever provider you choose, then auto-associate them with the right Deals or Tickets based on your rules.

That way you avoid weeks of manual logging or brittle workflows, and you keep context intact across HubSpot. Teams using this pattern often cut their admin time by 40%.

Hope this gives you a clearer path. Curious would you prefer a vendor that solves both SMS + associations in one app, or are you open to using SMS + a sync layer to handle the associations?

9

Thanks Ruben for taking the time to reply.

The nuance required for which records to associate a logged SMS to prevents us setting up automations. We are ok with these being initially logged to the contact record but then need to be able to manually associate the SMS with deals, contacts, companies etc. We can do this for manually logged SMS but not automatically logged SMS which seems very odd.

Regarding your question about SMS + a sync layer, the sync layer won’t help us much unless it uses AI (e.g. based on the SMS contents, sync to the insurance deal for the contact but not to the investment deal or support ticket).

10

I finally found a HubSpot SMS/TXT integration that logs activity to the Contact record and supports user associations of the logged SMS/TXT to other HubSpot records (Deals, Tickets etc.).

TNZ supports this requirements, provides notifications of replies, supports SMS/TXT templates, and also works in many countries including New Zealand. It is also cheaper than most other well know solutions (I tested 7).

The TNZ integration hooks into the native “Logged SMS” function in HubSpot for both outbound messages and replies. This means that HubSpot actions like ‘Add comment’ and ‘Associations’ are available.

456×126 12.2 KB