Logging SMS via workflow

[Marie_]

Hello Hubspot Experts

We recently added the Sinch Message Media app to our Hubspot account to enable our sales team to send and recieve SMS messages via Hubspot (based in Australia, so can't use the HS function).

The app doesn't log the SMS as an activity so I'm looking for some advice on whether it's possible to use a workflow to log the activity. 

Hopeful someone as a workaround.

thanks

Marie

[Rishabhsoni · Accepted solution]

Hi @Marie_ , 

I understand the challenge you are facing with the Sinch Message Media app not logging SMS messages as activities that count towards your reporting metrics, such as ‘Last Contacted’ dates and outreach counts. Since manually logging each SMS is impractical for your sales team, I think the only workaround would be using HubSpot workflows and custom code. 

You can create a workflow that triggers when an SMS is sent via the Sinch Message Media app. Then, you can use a custom code action within the workflow to log an engagement (activity) on the contact’s timeline. This engagement will count towards your reporting metrics.

Thanks
Rishabh

[Marie_]

Thanks Rishabh. I thought something like that might the answer. 

In your view, is custom code something I would need to engage a developer resource or is it something I could work out how to do myself with some online resources (I'm reasonably tech savvy)?

[Marie_]

Hi Ratul

I appreciate your response. 

I will explain my challenge in a bit more detail.

The messaging app records the send and receive in the activity feed however it is not counting as a 'contact' or 'activity' for reporting purposes.

For context, our sales team are required to outreach to an unqualified lead within a certain time milestone and to deliver a specific number of outreach attempts over a time period. SMS is one of those countable activities. 

Even though the messaging service records to the activity feed, it does not log as a contact or activity in the same way that manually logging an sms would.

For example, this same contact who was delivered an sms on 18 Nov is showing the last contact as 24 Sept.

It will be unfeasible to request our sales team to also manually log an sms given the purpose for implementing the messaging app is to make outreach quicker and easier, hence why I was hoping to be able to do something via a workflow.

I can capture the messaging app action as a workflow trigger but Hubspot does not seem to offer 'log sms' as an action.

Was hoping someone has created a workaround for a similar issue.

Thanks 

Marie

[RatulRahman]

Hi Marie,  

Thanks for posting this.

Generally, all SMS apps log as SMS in CRM. Can you tell me how you are trying to log in? It is not possible to log SMS as an activity, so it should be logged as an SMS. Try this way.

If it still doesn't work, let me know, and we can dig deeper!