At the moment, Hubspot-provided numbers can only be used for inbound/outbound calling (eg: similar to a landline). This means that text messages will not go through and will be rejected.
I understand that HubSpot-provided numbers are attributed by Twilio’s service, which cannot be used for SMS purposes at this time. However, I hope the teams can work together to help support the same number for calling and smses.
This can be a blocker for customers because they’ll require 1 number for SMS and another number for calling.
Yes, an obvious block for using the hubspot calling for any business. It’s like here’s your email but you can’t attach any files. Please fix and allow sms. You’re smarter than this hubspot.
Something needed as our end clients will try to call the number they are texting and vice versa only to be blocked as they have to be different numbers. Our retail operation needs this urgently as we begin to turn on SMS within HubSpot
Hi everyone, I am a product manager in Service Hub that works on omnichannel communication - email, live chat, sms, social, etc. For various reasons, HubSpot is removing the ‘Being Reviewed’ and ‘In Planning’ statuses for Idea submissions. Instead, Ideas will go from ‘Idea Submitted’ to ‘In Development’ if and when a feature truly is being worked on so that you all have more certainty around what’s happening.
That said, we are planning on offering voice and text on the same phone number for the reasons you’ve stated. How we offer it depends on the business use case (e.g. marketing, sales, support, other) for how you want to use calling and texting. And the reason for that is that today you are used to using HubSpot phone numbers (for an individual rep, or connected to Help Desk for a team to triage incoming calls) fairly flexibly, but SMS in the US is highly regulated by phone carriers, and phone numbers have to be registered in a certain way and can only be used for certain kinds of texting.
SMS-wise HubSpot already has Marketing SMS and is working on Service SMS (that’s on the public roadmap, no beans being spilled here ).
Your feedback is valuable - what are the most important ways that you want to interact with your customers where calling and texting happen on the same number?
The fact that HubSpot-provided calling numbers cannot also be used for SMS is a major blocker for our clients.
Forcing a business to use one number for calls and a completely different one for texts creates a confusing and unprofessional experience for their customers.
This fragmentation is a significant hurdle, and we urgently need a solution that allows a single number for both calling and SMS.
I came here looking for a solution to this problem and found that others have the same problem, and there is no solution. We are using HubSpot calling for our field sales through the app, and it is crazy that they have to manually logs sms. We need to be able to provide both with the same numbers.
Our use case for SMS would be for sales, 1-to-1 communication. That way, our reps wouldn’t have to use their personal phones for texting with prospects and clients, all comms would be captured in HubSpot alongside the other channels, and those comms could connect to internal workflows and automations. It comes down to continuity of communication and transparency across channels for all team members involved.
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