Hello, documentation suggests that you can enable SMS sending within a HubSpot workflow , but this doesn’t appear to be an option with a ticket based workflow; can only seem to get the SMS option from a contact workflow.
Is this possible or a miss in documentation and new feature?
Hi @dmaxwell,
SMS is indeed supported only in contact-based workflows: Send automated SMS messages using workflows
Best regards!
Thanks @karstenkoehler . Will repost to ideas as work required to use SMS for our service org would require substantial property duplication to bring relevant status across to contact records in order to make use of SMS to our clients. Ended up integrating direct to Twilio, but has downside of hardcoding messages directly within custom code within the ticket workflows.
Hi @dmaxwell,
Good news, there is a public beta you can join under Settings > Product updates for sms actions across workflow types:
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!
Hi @dmaxwell and @karstenkoehler! I wanted to share an update with you both - as of today, ‘Send SMS’ actions should be available in other types of workflows now, such as tickets and deals. This is available for those with Marketing Professional and Enterprise tiers currently. 
