Sinch SMS

[BVowles]

Hey HubSpot community,

Hoping someone can help with activity logging for Sinch SMS replies.

We're using Sinch SMS to message contacts via workflow. When the contact replies, their reply gets logged to the 5 most recent open deals the contact is associated to.

This happens even though our activity logging for SMS and Deal is set to 'none' (do not log activity).

Is there a way that we can prevent this from happening? We don't want the SMS activity logged to any deals as it causes a lot of confusion.

Thank you for your help.

Ben

[MuhammadAmjad]

In my experience with Sinch SMS and similar third-party SMS integrations, this behavior is unfortunately a known quirk of how HubSpot handles activity associations when using external messaging platforms.

The issue stems from how Sinch's webhook callbacks work with HubSpot's API. When a contact replies via SMS, Sinch sends the message back to HubSpot through their integration. The API automatically associates the activity with the most recent open deals, overriding your activity logging settings.

Here are a few approaches to address this:

Activity Logging Override Through Workflows

Create a workflow that triggers when an SMS activity is created on a deal record. Add a condition to check if the activity type is SMS and if it came from Sinch. Use a workflow action to either delete the activity from the deal or move it to a different object. This won't prevent the initial logging but can clean it up automatically.

Contact Sinch Support for API Configuration

The Sinch integration may have backend settings that control association behavior. Reach out to their support team and ask if they can modify the API webhook to exclude deal associations entirely. Some SMS providers allow you to specify which HubSpot objects should receive activity logs.

Use Deal Stage Filtering

If completely preventing the association isn't possible, you could modify your deal stages. Create a workflow that automatically closes deals that shouldn't receive SMS activities. Since Sinch associates to "open" deals specifically, closing irrelevant deals might reduce the confusion.

Custom Property Workaround

Create a custom property on your deals called "Exclude from SMS logging" or similar. While this won't stop the technical association, you can then create filtered views that hide deals with this property set to true, reducing visibility of the confusing SMS activities for your team.

API-Based Solution

If you have developer resources, you could build a middleware solution using HubSpot's webhooks. When an SMS reply comes in, intercept it before it reaches the deal associations, then manually log it only to the contact record.

Have you checked whether the association happens at the moment of sending the SMS or only when receiving the reply? Understanding the exact trigger point might help narrow down the solution.

[chighsmith]

Hi @BVowles,

Thank you for posting to the Community! 

I don't have any experience with Sinch SMS however, I'd like to tag in some of our Community Champions to see if they have any ideas -- Hi @DanMYD @eburnaman and @IohranAraujo Do you have any suggestions here?

Cassie, Community Manager