SMS Card

Marketing & Content Hub Tips, Tricks & Best Practices
1

Is there a way to create a card on a contact that has the HubSpot native SMS to pop up with the latest message chain?
Or is there another way to notify my staff that a new SMS and/or email came in?

2

Hey @OJohnson777 :waving_hand:

Welcome to our community! That’s a great question. To give you the most accurate answer, could you clarify what you mean by ‘HubSpot native SMS’?

  1. Are you referring to the one-to-one SMS messages sent from a contact record by a sales or service user?
  2. Or are you referring to the bulk marketing SMS messages sent via the Marketing Hub?

Thanks for clarifying! — Jaycee

3

The bulk marketing SMS messages.

4

Hey, @OJohnson777 :waving_hand: Thanks for clarifying. In this case, I am afraid it’s not possible. If we look at the API documentation for Engagements, we see there is not an endpoint for SMS messages. The Communications API can log external SMS messages, but specially calls this out “Please note:
The Communications API does not apply to marketing SMS messages. Learn how to create and view marketing SMS messages in HubSpot”. This means your custom card doesn’t have an API it could call to display these details.

You’ll need to look at other options for notifying your users in this case. Hey @danmoyle @trevordjones @Jonno_Price do you have any suggestions for @OJohnson777 using Workflows, for example?

Thank you! — Jaycee

5

Thanks for the tag @Jaycee_Lewis :slightly_smiling_face:

Hey there @OJohnson777 - welcome to the Community! While. haven’t built a workflow for this myself, here’s how I’d attempt it:

  • Start by creating a contact-based workflow wit hthe trigger/enrollment criteria, “SMS Received.”
  • Be sure to set the re-enrollment to allow contacts to re-enroll whenever a new message is received.
  • Add the action, “send in-app notification” or “send internal email.”
  • If it’s an email, be sure to configure the notification to add value direclty in the rep’s email. There will be a link to see the info in HubSpot, but if you use personalization tokens to include the contact’s name and, if available, the message content, you’ll empower your reps to see what they need in the email.

Hopefully that helps!

P.S. For inbound emails, HubSpot already supports notifications for assigned conversations. You just have to make sure your team members either have access to the shared inbox or customize their notification preferences to receive alerts for new emails (my favorite is via the mobile app, personally).

6

Hey @danmoyle :waving_hand: Thanks for the fantastic suggestion, Workflows can do so much! — Jaycee