Tips, Tricks & Best Practices

JHayes30
Miembro

Email notifications for inbound SMS

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I'm trying to give our sales reps and account managers better insight when we get inbound SMS from outbound SMS campaigns.

 

Right now, only the marketing team has access to the HubSpot. Is there a way through workflows to trigger an email to internal employees/sales team members when a contact responds to an SMS?

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karstenkoehler
Solución
Miembro del salón de la fama | Partner
Miembro del salón de la fama | Partner

Email notifications for inbound SMS

resolver

Hi @JHayes30,

 

HubSpot email notifications require recipients to be HubSpot users – that would be the requirement for someone to receive notifications.

 

Once they're users, you could grant them access to whatever inbox you use for receiving SMS: https://knowledge.hubspot.com/sms/manage-and-reply-to-marketing-sms-messages-in-your-conversations-i...

 

Once they have access, they (or you) can customize their notifications to receive emails for new assigned or unassigned incoming messages within that inbox: https://knowledge.hubspot.com/user-management/how-to-set-up-user-notifications-in-hubspot

 

For non-HubSpot users, this is a bit more complicated. You could consider setting up an alias or shared email address as a fictional HubSpot user. All sales users would be under this alias. The rest of the steps above would be the same, only that it's one shared user managed by you, not individually managed users.

 

Best regards

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

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Caroline_Pretty
Participante | Partner nivel Platinum
Participante | Partner nivel Platinum

Email notifications for inbound SMS

resolver

Same there. SMS notifications don't appear to be a preference here. What I did instead is create a Conversation-based workflow with the criteria being:

  • Inbox is any of Inbox
  • Inbox Source is any of SMS
  • Last Message received date is known
  • AND last message receive date is less than 1 day ago
  • Turn on re-enrollment

Then I set up an action to notify the points of contacts via email. I'm testing this out with a client and hope this helps here too.

 

Thanks!

Caroline Prettyman

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karstenkoehler
Solución
Miembro del salón de la fama | Partner
Miembro del salón de la fama | Partner

Email notifications for inbound SMS

resolver

Hi @JHayes30,

 

HubSpot email notifications require recipients to be HubSpot users – that would be the requirement for someone to receive notifications.

 

Once they're users, you could grant them access to whatever inbox you use for receiving SMS: https://knowledge.hubspot.com/sms/manage-and-reply-to-marketing-sms-messages-in-your-conversations-i...

 

Once they have access, they (or you) can customize their notifications to receive emails for new assigned or unassigned incoming messages within that inbox: https://knowledge.hubspot.com/user-management/how-to-set-up-user-notifications-in-hubspot

 

For non-HubSpot users, this is a bit more complicated. You could consider setting up an alias or shared email address as a fictional HubSpot user. All sales users would be under this alias. The rest of the steps above would be the same, only that it's one shared user managed by you, not individually managed users.

 

Best regards

Karsten Köhler
HubSpot Freelancer | RevOps & CRM Consultant | Community Hall of Famer

Beratungstermin mit Karsten vereinbaren

 

Did my post help answer your query? Help the community by marking it as a solution.

JHayes30
Miembro

Email notifications for inbound SMS

resolver

Thank you, Karsten. This is really helpful. 

 

I just reviewed the list of notifications and don't see anything related to the SMS inbox/inbound SMS message re-assignments. Am I missing something?