How can Keyword SMS triggers send auto-replies in HubSpot?

[wrwr1]

Now, if we wanted to use a keyword like say, "Advocate" to get advocacy information, would I then need to make a custom property to trigger that anyone who texts us "Advocate" will then get an auto-reply SMS that contains information about our advocacy?

Moderator note: I have moved your post for visibility. For reference, here is the thread where you posted: "Can subscribers opt-in using a keyword in native Hubspot SMS"

[danmoyle · Accepted solution]

Hey there @wrwr1. Jumping in to confirm that what you're finding is pretty expected behavior in HubSpot as I understand their SMS tool. HubSpot follows strict SMS compliance. It looks like this is somewhat normal, as a lot of the platforms out there require explicit opt-in (via forms or checkboxes) before SMS can be sent, and do not allow contacts to opt in simply by texting "START" to your number unless they already exist in your contact database. But all is not lost. If you want people to become contacts by texting a keyword (if there contact record doesn't exist), I'd consider using a third-party SMS service like Twilio, Sakari, or MessageMedia, all of which can integrate with HubSpot and may provide webhook or workflow-based record creation on inbound texts. It seems like the rest of your question is answered, as workflows can handle the basic functionality with custom properties. Hope this helps! 

[KBrackman0]

Thanks so much Dan, I am OP, using my own account. I was afraid that would be the issue. So sad. I thought Twilio was what Hubspot used but perhaps they changed that?

[danmoyle]

@KBrackman0 That's a good question - I've not heard what HubSpot uses as the architecture of their SMS tool, whether it's native built or a white label of one that exists. Sorry it wasn't better news! 

[Karl11]

Yes, you’ll need to set up a custom property or use a workflow in HubSpot. When someone texts "Advocate," the workflow can detect that keyword and send an automated SMS response with your advocacy info. It’s doable with the right setup.

[wrwr1]

This is what I thought. The problem now is, even with this article,  when  I tested texting START to our number, it didn't show up as a contact record. Customer service says we can't opt-in that way which I thought this article says you can. But maybe it's only if you already have that number as a contact record?

[BérangèreL]

Hi @wrwr1 and happy Friday!

Great question, thanks for asking the HubSpot Community!

To start with, here are some resources that might eb of interest:

- Send automated SMS messages using workflows
- Set your workflow enrollment triggers

Also, I'd love to put you in touch with our Top Experts: Hi @karstenkoehler, @danmoyle and @Phil_Vallender do you have suggestions to help @wrwr1, please?

Have a lovely weekend and thanks so much!
Bérangère

[wrwr1]

Thank you so much for connecting me with your experts. I will also look into the links you sent me.