The ability to send SMS is key for most businesses, even for businesses that don't market with SMS, being able to send this for sales or service is key to allow timely communications with clients.
Although there are lots of external platforms which allow SMS, they are often clunky and with procurement requirements in the Enterprise space preferring a lean supply chain of fewer suppliers, the ability to do this directly in HubSpot is key.
This could work in the same way which calls does within HubSpot, utilising the integration HubSpot already has with Twilio to perform the following:
Craft and send SMS via Workflow actions
Send 1:1 SMS via a contact record
Trigger workflow actions based on an SMS being received (similar enrollment criteria as marketing emails)
It would be great to be able to utilise the conversations inbox to manage replies
It would be great to be able to create bots in chat flows to automate SMS conversations
The privacy and compliance element can be managed to utilise the current subscriptions mechanism allowing subscription types to be created for either email or SMS whilst also respecting GDPR tools such as legal basis and the boolean unsubscribed from all communications.
A log of SMS messages similar to calls could be run within an object like the below:
Within the conversations inbox:
With Chatflows:
In Workflows:
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