Best Solutions for SMS Customer Support in HubSpot?

[cloud_ni9e]

Hello HubSpot Community,

I’m with a tech startup specializing in EHR/EMR solutions for healthcare, and we've been using HubSpot for about 9 months now, primarily leveraging the Help Desk for email and live chat support, which has been working well overall.

However, we’ve encountered a specific challenge: many of our clients prefer SMS communication for support inquiries. We currently use JustCall integrated with HubSpot, which allows us to make calls directly from within HubSpot, but we lack the ability to send or manage SMS messages directly through the platform.

I’m aware of the SMS add-on available with HubSpot’s Marketing Enterprise package, but since our primary need is for support purposes rather than marketing, it doesn’t fully meet our requirements. (Btw, we're on the Marketing Enterprise & ServiceHub Pro Plan)

Has anyone faced a similar situation or found an effective solution to enable SMS communication for customer support directly within HubSpot rather than utilizing multiple standalone products?

Any insights, recommendations, or alternative integrations would be greatly appreciated.

Thanks in advance for your help!

[danmoyle]

Hi @cloud_ni9e and welcome to the Community! 

I agree that adding texting, especially 2-way texting, would be a fantastic feature upgrade in HubSpot. 

Personally, I have not run into, nor solved, this specific need. But in my experience, a couple of integrations (in addition to what @BérangèreL mentioned) might help. Of course I'd vet these for your needs like 2-way communication and workflow integration, but the 3 integrations I've seen used well for texting in HubSpot are: 

• Salesmsg
• Sakari SMS
• TextUs

I'm sure you've thought of this, but I'd definitely ensure the solution I'm looking into connects to Service Hub features like Tickets, not just Contacts. 

Cheers! 

[BérangèreL]

Hi @cloud_ni9e and welcome, we are delighted to have you here! 🎉

Great question, thanks for asking the HubSpot Community!

I am so glad to hear that Helpdesk and live chat support are helping you, thank you for the positive feedback! ❤️

So, you are right, at the moment you can send SMS for Marketing on HubSpot: Send automated SMS messages using workflows.

Here is another article where you can reply from the conversations inbox which might help you:
"Manage and reply to marketing SMS messages in the conversations inbox".

I know you are looking for a native feature within HubSpot but I'd like to mention, just in case, that I found this integration "TextingHouse SMS" that might be of interest.

I'd love to put you in touch with some of our Top Experts and Community Members: Hi @Tnichs, @DarbyD, @jj12stars, @DSaucier, @danmoyle, @00000 and @FazleRabbihx do you have suggestions to use SMS for Support to help @cloud_ni9e, please?

Have a wonderful weekend and thanks so much! ⭐

Best,
Bérangère