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How to use SMS in your HubSpot automated workflows
How to use SMS in your HubSpot automated workflows
Updated over a week ago

Your TextUs integration in HubSpot allows you to build automated workflows for your business processes using inbound or outbound TextUs SMS text messages as triggers. You can use these workflows to help you manage your business’s marketing, sales, or customer service activities.

This guide provides you a basic overview of the message logging feature included in your TextUs integration, as well as instructions on how to build and implement the following basic workflows in HubSpot:

For more information on automated SMS workflows, see the HubSpot knowledge base.

Adding SMS to your HubSpot workflows

Note: Before you can build the workflows below, you need to complete your TextUs integration in HubSpot. For more information, see the How to Set Up Your HubSpot Integration.

Requirements

To use outbound SMS from TextUs in your workflows in HubSpot, you’ll need to ensure the following requirements are met:

  • Set a Contact Owner for enrolled HubSpot contacts: To successfully send an SMS text message to a contact from a HubSpot workflow, every HubSpot contact enrolled in the workflow must have a Contact Owner in HubSpot that matches a TextUs user in your organization’s account.

    • The Contact Owner workflow for the HubSpot integration is only updated at 7:00 am UTC each day. To assign a Contact Owner sooner, add an additional Set property value action to the workflow to set the Contact Owner property before the SMS action in the workflow. See How to enroll contacts in a workflow using logged messages for more information.

  • Set a default account in TextUs: A default messaging account must be set in TextUs for any Contact Owner with access to more than one TextUs messaging account. This will allow your integration to determine which TextUs account to use for sending the text message.

    To configure a default account in the TextUs web app, click your profile picture on the top right of the screen, then click Profile. On the Basic Profile page, use the Default Account dropdown to select a default account, then click Save.

Other considerations

  • Text-enabled phone number: The contact’s phone number must be valid and capable of sending and receiving text messages.

  • International numbers: If your contacts have international phone numbers, logic should be included in the workflow to handle those contacts separately or exit them from the workflow. For the SMS action to be sent successfully, the Contact Owner must have a TextUs phone number that can send traffic to the contact’s phone number using the same country code.

How to add SMS as an outbound action within a HubSpot workflow

To add an outbound text message to an existing workflow, complete the following steps:

  1. In HubSpot, click the Workflows tab on the top navigation menu.

  2. Edit or clone an existing workflow by hovering over the workflow and clicking Clone or Edit.

  3. Click the plus icon to add a new section to the workflow.

  4. In the Choose an action slide out, search for TextUs SMS action and select it from the results.

  5. In the Body field, add the text you want to send in the outbound message. You can also add contact tokens such as First name to the message to personalize it to the contact.

  6. Click Save.

  7. When the workflow is executed it will trigger the automated outbound text message.

How to enroll contacts in a workflow using logged messages

Your TextUs integration in HubSpot includes a message logging feature that allows you to track and record SMS text message communication between your HubSpot account users and their TextUs contacts.

During the integration process, your administrator chose to log messages on a contact’s profile as either Tasks or SMS Activities. As a HubSpot user, you will see messages logged as Tasks or as SMS Activities on a contact’s profile in HubSpot. Both types of logged messages include the direction, date, time, and messaging content on their record.

You can use your logged messages as either Task or SMS Activities in your HubSpot account to trigger a workflow. In the following example, we use a keyword or phrase in a contact’s logged message to trigger their enrollment in an automated workflow.

How message logging works in your TextUs integration

  • For users logging messages as SMS activities, use the following example criteria:

    • Activity type is any of SMS

    • AND Communication body doesn’t contain any of outbound

    • AND Communication body contains any of <enter your keyword or phrase>

  • For users logging messages as Tasks, use the following example criteria:

    • Activity type is any of Task

    • Task title is equal to any of Inbound Message

    • Notes contains any of <enter your keyword or phrase>

If you want to see additional properties you can use to set as criteria for your enrollment triggers:

  1. Go to a contact’s profile in HubSpot.

  2. Click the Activity tab, then click to expand a Logged SMS or Task.

  3. Click Action > History.

  4. On the History view, you can see all the data logged to each field under Property.

Important Note: Even after a contact sends an inbound text that meets your defined criteria, it may take a few minutes for the contact to be enrolled in the workflow.

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