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HubSpot | Add SMS as a channel to Help Desk

  • Updated
✔ Sinch MessageMedia
× DirectSMS
× MessageNet
× MobiPost
× SMSBroadcast
× SMSCentral
× Streetdata
× WholesaleSMS

You can connect SMS as a channel to HubSpot's Help Desk to manage SMS and MMS alongside your other conversations. Once connected, you’ll be able to configure and use the Help Desk for streamlined messaging. 

Note: This feature is only supported on the Sales Hub and Service Hub Professional and Enterprise plans. Please refer to the HubSpot support article for more information about their supported plans and their custom channels API.

Connect Sinch SMS & MMS as a channel

To connect Sinch SMS & MMS as a channel, follow these steps:

  1. Navigate to the Service tab in the sidebar.

  2. Click on the More actions icon (⋯) and click Help Desk Settings.

    Access the Help Desk Settings from the Service tab.
  3. Under the Ticket sources and routing section, click Channels.
  4. Click the Connect a channel button and then Connect a new channel.
  5. Select Sinch SMS & MMS as a channel.
  6. Review the This is what you need to know before connecting a sender ID section, then click Continue.
  7. Select the Sender ID to connect and click Confirm to complete the set up. 

To allow the Sinch SMS & MMS app access to your HubSpot Help Desk, you may be asked to disconnect and reconnect the Sinch SMS & MMS app. 

  1. Navigate to the Sinch MessageMedia platform and then to the Extensions tab in the sidebar (Integrations page).
  2. Click on See details button in the HubSpot tile and then on the Settings tab in the pop-up.
  3. Click Remove integration to disconnect your HubSpot connection.
  4. Reconnect by clicking Install on the HubSpot tile from the same Extensions screen in the Sinch MessageMedia platform.

Note: You do not need to disconnect from within HubSpot. Simply reconnect from the Sinch platform side. Reconnection will not impact your existing configured workflows. However, please ensure that no workflows are running at the time of reconnection, as it may affect ongoing processes.

How to use the Help Desk 

  1. When an inbound message is received to a number that is connected to the Help Desk, a ticket is automatically created with the message attached as a record.

    HubSpot Help Desk overview screen.

  2. Click into the individual ticket name to view more details, see the conversation within the support ticket as well as respond by writing a message and clicking Send.

    HubSpot Help Desk support ticket view.

Please refer to the HubSpot support article for an overview of the help desk workspace. 

You can view the messages sent to and received from the Help Desk from the contact record or the ticket record. 

  • Contact record (Activities tab)

    HubSpot contact overview showing the activities tab.

  • Ticket record (Activities tab)

    HubSpot ticket overview showing the activities tab.

    Feature summary

    Feature Supported Limitations
    Connecting Sinch MessageMedia SenderId to Helpdesk Sinch SMS & MMS custom channel
    • Sinch Dedicated numbers Check Mark

    • Shared pool Cross Mark

    • alphanumeric sender IDs Cross Mark

    • Account Default Cross Mark

    • SenderIds from secondary accounts Cross Mark
    Creating Helpdesk Tickets and thread

    • SMS or MMS sent from single sending screen Check Mark

    • Inbound SMS/MMS from existing contacts Check Mark

    • Workflow based messages Cross Mark

    • Non-existent contacts in HubSpot Cross Mark
    Updating Helpdesk thread (conversations)

    • SMS or MMS sent from single sending screen Check Mark

    • Inbound SMS/MMS from contacts Check Mark
    • Any workflow based messages Cross Mark
    Sending MMS from Helpdesk Thread  

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