Great minds think alike

Would love to have the ability to connect more than one phone per inbox for SMS conversations or one phone number to specific inbox for SMS. This would help tremendously throughout the company as multiple departments uses the SMS feature to message clientele such as sales, marketing and customer service. Having one registered SMS number is not ideal. This would organize the operation base on SMS communication, inbox and account users more effectively. ...read more

I would love to see Automated SMS attributed to goals inside of workflows. We have an SMS only workflow and the only way to track goals from it is UTMs inside of another tool.   Talking with Hubspot support, only automated emails get goal attribution. I know SMS is working to meet the goal because of my other triggers outside of Hubspot, but having the data populate inside hubspot is necessary so that I don't have to do a workaround to take leads out of a workflow. ...read more

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? ...read more

Hello HubSpot Team,   We have been using the Marketing SMS & Marketing SMS Replies function for a few weeks now and it has been amazing. It has helped with getting user engagement moving and we also see a decent number of replies that our team follows up with. It would be amazing to expand this offering to other countries, similar to what you did with calling (the "HubSpot Numbers Expand Globally").   This is quite specific for us, but being able to support the UK would help and I have seen others request similar things in the past (see here). This would allow us to ensure we use HubSpot for all our needs rather than having to onboard & integrate another solution as well as add another app that the CS & Marketing team have to navigate too.  ...read more

I have 2 requests for the SMS tool we are using with HubSpot: SMS notification timing is not ideal. This is the current method;  Essentially when using time ranges it includes the time of day when this was set plus the range specified in the filter. The example I shared initially for example, if it is 3 PM on 20th August and the filter is for "less than 1 day ago" we look back at the following range: The time now (3pm) until previous midnight (15 hours) on 20th August The entire prior day midnight to midnight (24 hours) on 19th August The entire range included in the filter would be 39 Hours (midnight 19th August until 3 PM 20th August) The issue is that a meeting is scheduled for 2 pm, but by setting a notice for 1 day ahead, it does NOT function on a 24 hours. NOT ideal.   2. Second issue is that more than 1 reminder cannot be sent from the same workflow. (ie: 24 hr and 2 hr ahead of meeting). Only 1 can be sent and it's not even based on the time of the meeting, only the date. 3.  Third issue is based on using contact records, a user can't re-enroll in the workflow. What? Why?   ...read more

When customers reply to our SMS text messages, we're currently only able to receive them in one email inbox. We have multiple departments that the texts are for (sales, marketing, recovery, etc.), and we need certain SMS text replies to go to certain email addresses rather than just one.    This would help our staff help customers quickly and efficiently, ensuring no reply is stuck in the incorrect inbox, and takes manual labor off the Marketing department to forward replies to other departments.  ...read more

This is a request for sales team members, and for the IT/ marketing teams setting up use of HubSpot SMS tool.   I recently reached out to HubSpot support and was informed that there is currently no functionality to set up an internal notification, be it in-app or email, for when a customer replies to one of our marketing SMS messages. I believe it is extremely important to introduce this functionality so our team can know the minute a text is received.   The best way I can understand to monitor these messages is to periodically check back to the inbox our SMS's are attached to. If a sales member were to be notified when a message is received (preferably via email), they can immediately return to that customer and respond.   We used to use Sakari as a 3rd party app integration, and this functionality was available. There was a HubSpot property (created via our integration with Sakari) for SMS received, updated with a timestamp each time a new text message was received into the system. We were able to trigger a re-enrollment workflow that would send an internal email notification to the contact owner.   HubSpot, please add this functionality. It's very important to us! Thank you! ...read more

Submitting on behalf of a customer.   Currently, the opt-out list import tool would only take into account email communication subscriptions. It would be helpful if customers could also import an opt-out list for SMS subscriptions to preemptively opt out contacts even before they exist in the CRM.   Bulk actions wouldn't work for certain scenarios. A use case is that sometimes Portals have a subscription of paid contacts where all contacts are billable. And creating new contacts to just opt them out wouldn't be as efficient as these contacts would count towards their paid contacts limit. ...read more

Our marketing team would love to be able to use shortcodes and customizable keywords in our SMS marketing, to make it easier for contacts to Subscribe, Reply, and interact with our brand.   For example, instead of our CTA saying, "Text Subscribe to (xxx) xxx-xxxx to receive our newsletter", we could say, "Text GOLF to 12345 to receive our weekly Golf news!" and be able to customize that for different segments + content.      ...read more