New SMS tool doesn't show replies

[jj12stars]

What good is the new SMS tool if I have no way of seeing if people replied? what if they opt out? How am I supposed to know that? Also, why wouldn't the messages and the replies and clicks be logged to the contact record? Seem like a lot is missing from this new tool.

[Shadab_Khan · Accepted solution]

Hi @jj12stars ,

They all sound like valid points, if you can get a hold of these properties(attachment) you can build contacts list to manage subscriptions (I cannot test it bcos we don't have an addon yet)

I Would also Raise That as an Idea in the Ideas Forum  that is gonna help product team.

Stay Awesome & Keep Doing it BIG 🔥 

[karstenkoehler · Accepted solution]

Hi @jj12stars,

SMS replies can now be managed, see here: https://knowledge.hubspot.com/sms/manage-and-reply-to-marketing-sms-messages-in-your-conversations-i...

Best regards!

[antoinettehocbo]

Hello @jj12stars and @WWWWW, I'm a product designer for HubSpot currently working on designs for setting up the ability to manage replies to SMS campaigns in an inbox, so this feature is coming soon! I'd like to hear more from you about your needs for SMS reply management and get your feedback on the setup experience. Send me a direct message, if you're interested in connecting! Thanks!

[BGarber]

Would love to hear more about this as well and I echo all of @jj12stars points.

[WWWWW]

until there's a way to see replies ... or talk with customers that write back ... this SMS tool detracts value / makes the customer experience worse. Like it's worse than a no-reply email ... because at least then the customer would know that they're not getting a reply. Eessh - and for 1k a year. Hoping others find value here

[dblue5]

The new SMS tool appears to have limitations regarding tracking and visibility of responses. To effectively engage with recipients and manage opt-outs, it's crucial to have a system that provides feedback on replies and opt-out requests. Additionally, logging messages, replies, and clicks to contact records would enhance the tool's usability and help maintain a comprehensive communication history. It's essential to provide feedback to the tool's developers or consider integrating it with a more robust customer relationship management (CRM) or marketing automation system for a complete communication solution.

[david234]

I completely agree with this. Without the ability to track replies and opt-outs, managing conversations becomes difficult. A proper logging system for messages, replies, and clicks would make the SMS tool much more effective.

It would be great if this feature could be unlocked in future updates to improve engagement and compliance. Has there been any response from the developers regarding potential improvements or integrations with CRM systems?

[Shadab_Khan · Accepted solution]

Hi @jj12stars ,

They all sound like valid points, if you can get a hold of these properties(attachment) you can build contacts list to manage subscriptions (I cannot test it bcos we don't have an addon yet)

I Would also Raise That as an Idea in the Ideas Forum  that is gonna help product team.

Stay Awesome & Keep Doing it BIG 🔥