HubSpot Ideas

HHuegi2

SMS De-Duplicating & Reporting

We just sent out our first SMS message through HubSpot. We were disappointed to learn that there is no de-duplication of mobile numbers, similar to how HubSpot de-dupes email addresses. If you have multiple contacts with different emails, but they have the same mobile phone number, those contacts will get duplicate SMS messages. 

 

Additionally, there is an analyze tab for SMS, but there is no indication of when reporting will show up. It's only been 24 hours, but there is no data to confirm that our message went out. We only know it was successful because we received the message.

 

Is de-duplication and reporting on the roadmap in the near future?

HubSpot Updates
March 01, 2024 07:49 AM

Hi @HHuegi2 and others,

 

Hi I am the PM on the team owning this part of SMS. This is something we are reviewing but we do not have a solution yet. I am interested to know in this case how you would "want" to assign the number to the correct contact? In the event of a marketing sms going out to a list and a company has 8 employees who shared the same number, what is the best way you can imagine asigning the number to a single contact. 

 

Thank you in advance!

 

Shane

8 Replies
RBozeman
Participant

Hey @HHuegi2,

 

Wanted to share a potential solution with you. I work for Insycle, which has a few features to extend phone number deduping. Here are some quick highlights for your use case:

 

  • Insycle can compare both the "Phone Number" and "Mobile Phone Number" field together for identifying duplicates.
  • Ignore phone number formatting when comparing phone numbers
  • Reformat all of you phone numbers to a consistent format (best is E. 164) to ensure you can catch the maximum number of duplicates (and integrated phone apps will be able to identify matching records, creating less duplicates overall). 

Hope that helps! 

Ryan

EEigenraam
Member

It would be really nice if Hubspot would offer this solution in the near future indeed!

Shane_Janssens
HubSpot Product Team

Hi @HHuegi2 and others,

 

Hi I am the PM on the team owning this part of SMS. This is something we are reviewing but we do not have a solution yet. I am interested to know in this case how you would "want" to assign the number to the correct contact? In the event of a marketing sms going out to a list and a company has 8 employees who shared the same number, what is the best way you can imagine asigning the number to a single contact. 

 

Thank you in advance!

 

Shane

FlywheelKinetic
Contributor | Elite Partner

@Shane_Janssens I'd think that in most cases no one shares a mobile phone in the same way that employees share a work phone. But for B2C this is less of an issue. I think it would help to surface these as options to merge in the duplicates tool.

CSchwoerer
Member

I think this would be great because for us, we have certain types of accounts where multiple people may be on one together, but also have their own account separately. We would want the phone number to be just used one time!

HHuegi2
Member

@Shane_Janssens I agree with @FlywheelKinetic. I could see the value in using mobile phone number field for texting and phone number field for other outreach. This would allow orgs to keep one phone number for all contacts at a company as you mentioned, but different phone numbers for mobile. I would recommend looking at it the same way you do for email. If a company has 8 users that use the same email address, you aren't going to send 8 emails to the same address because emails are de-duped by default. I would think it would be the same concept for mobile. OR if HubSpot users wanted this functionality for texting for some reason, at least offer the ability to de-dupe or merge mobile phone properties for multiple records. 

AFerrer9
Member

This is a no-brainer! Please add this feature. I feel it reflects poorly on the sender if someone gets the same text over and over.

BrookeWorrell
Member

It doesn't make sense to de-dup a phone #. 

As a consumer/customer/patient, if I receive duplicate texts I feel the sender is incompetent, please consider the enhancement soon.