SMS Replies - Where do these go?

[DSaucier]

Hello,

We recently purchased the SMS addon for Marketing Hub. I am looking to understand what happens when a recipient of a text replies to that text. Does it show up anywhere in HubSpot to either reply to or setup an internal notification?

Thanks in advance

[karstenkoehler · Accepted solution]

Hi @DSaucier,

Update: This is in (apparently private) beta and you can learn more about it here: https://knowledge.hubspot.com/sms/manage-and-reply-to-marketing-sms-messages-in-your-conversations-i...

It's currently not possible to see replies to SMS directly in HubSpot – the same way for a long time replies to marketing emails were not accessible in HubSpot but only in the inbox of the email address specified as sender address.

Since the sending number is generated during the setup and doesn't seem to come with an inbox, see here, it looks like it's currently not possible to see replies, as also discussed previously here.

The SMS add-on is not yet available to European customers so I can't test and verify this for you, unfortunately, it's documentation only.

Hope this helps!

[EricHirsh · Accepted solution]

Marketing SMS Replies is now live!

[antoinettehocbo]

Hello everyone!

Thank you for your interest in our SMS replies feature. We are currently looking for early testers to give us feedback and help us refine our solution. We’re specifically looking for customers who already have a registered SMS number and are actively sending campaigns using our current SMS solution. If you’re interested in participating in this beta and meet this baseline criteria, please provide additional information about how you’re using SMS via this form: https://docs.google.com/forms/d/e/1FAIpQLSfgH7vEkdo9-ms2zZXEIgSeaexAsTbBz_tyrO3UgIJHcQFXwA/viewform?...

If you’re a good fit for our beta, someone from our product team will reach out to you directly with more information about how to participate in the next week or so.

Thanks,

Antoinette

[JHanson]

This was 3 (almost 4) months ago. Has this testing been completed? We have a new client coming onto HubSpot, and I want them to have texting. I would love to set them up with out-of-box HubSpot SMS but they need to be able to receive texts back from leads & members. 

[antoinettehocbo]

This feature is in public beta and we are still continuing to gather feedback before releasing it for general availability. I don't have concrete timelines to share yet, but if your client is eager to have this feature they can get access to this beta (via the Product Updates page) once they have the Marketing SMS Add-On.

[JHanson]

Thank you for getting back to me! For anyone reading this later, here's an article talking about it: https://knowledge.hubspot.com/sms/manage-and-reply-to-marketing-sms-messages-in-your-conversations-i.... 

Typically we'll send SMS to contacts already assigned to a sales rep. Would that rep be "assigned" the conversation in the inbox? Does HubSpot recognize that a contact replying has a contact owner and/or notify the owner?

[antoinettehocbo]

If you have a paid Sales or Service seat, you can configure automatic assignment settings to route to the contact owner (as well as specific users or teams). And you can configure how the assigned owner of the conversation is notified in your notification settings under the "chat and email conversations" section (SMS falls under the "Chat" category in these settings). 

[r_d_z]

Hey Antoinette!

this is definitely crucial, at least for the type of use we make of HubSpot. We would love to take part in this beta, and in general cannot stress enough how important an inbox for incoming messages is.

Is there a schedule or assesment on when would this be publicly available?

[CCRyan]

Hey, I can't advocate enough for the importance of this feature.  There is no way we can roll out utilization of SMS through Hubspot if replies aren't tracked (and, at a very bare minimum, that there is no auto-reply to a contact letting them know their text message response went nowhere for whatever time reply management doesn't exist in HS).  Thanks!

[antoinettehocbo]

Hello @DSaucier, 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!

[NMatina]

Without the ability to see the replies to outbound sms , this feature is basically useless.

I just found this out after I sign up and paid for it, and set it up, and made my first send ready.

I am very dissapointed, and regret buying it now.

Please let me know when this is ready.

nick@sandiegofishing.co

[gilian]

Definitely interested in the beta! I just filled out the Google Form.  We use SMS primarily for emergency purposes so it'd be great if our customers could text us back with questions that we can answers since it's very time sensitive to both them and us. Thanks for working on developing this!

[SGagliano7]

Hi Antoinette - please let me know when we can see/manage/reply to sms messages that come in as replies to the sms messages we send through hubspot. As an immediate need, we'd have to add the disclosure that we can receive opt-in and opt-out replies, but that no message replies sent by contacts to us would be viewed ot captured. 

[FRock]

Is this almost available? We set up a workflow so that when a customer completes a form submission on our website, it sends them a text. We would like that text to show up in our inbox, and if they reply, then we can communicate through the inbox with sms. 

[ASeals2]

Hi @antoinettehocbo! I'd love to connect on this topic. I also work in product for my organization and have discussed some of our business needs for SMS replies, such as being able to respond directly to the notification and it be sent as an SMS message, and also multiple internal notification options, such as a Slack or Gmail notification. 

[antoinettehocbo]

Hi @ASeals2 ! I sent you a DM so we talk more.

[CTomasino]

Have you guys finished the solution for this yet? Just trying to figure out where the replies to SMS's go...

[antoinettehocbo]

Hi @CTomasino, we're currently working on displaying replies in HubSpot now. For now, replies don't appear in HubSpot, but we are monitoring replies for subscription keywords to update your contact's preferences. If you're interested in being an early tester of our solution, send me a DM with more information about how your using SMS and we can add you to our contact list for upcoming betas!

[IBerkeley]

I would like to be an early tester. Thank you!

[JJohnson789]

We would like to be an early tester of this

[CTomasino]

Sounds good. let me know how I can help!