When sending SMS messages as part of your HubSpot workflows, you can enable notifications for inbound messages to keep on top of any customer replies. You can set up HubSpot in-app notifications for Contact Owners as well as email notifications for the Message Sender.
HubSpot in-app notifications for Contact Owners
Contact Owners can receive HubSpot in-app notifications when a contact responds to their SMS message within HubSpot. To set this up:
From the workflow builder, choose a trigger to start the workflow by clicking on Custom events & external events and then on App events.
Choose an app event. From the Sinch Engage SMS app drop-down list, select SMS Received for inbound SMS, MMS Received for inbound MMS or WhatsApp Received for inbound WhatsApp messages.
Define the criteria for your workflow e.g. Occurred at. You can do this by clicking on the + Add criteria button.
To start the workflow from today, set the Occurred date to is after and enter yesterday’s date. Select the Timezone setting that suits you.
- Once criteria has been set, click on Done.
- Click on Next to proceed to Eligible records.
- Click on Next to proceed to Settings.
- To set up the HubSpot in-app notification, click on the + icon to add an action and set it as Send in-app notification (under Communications).
Configure the notification action as follows:
- Recipients - Under Send to existing owners, select Contact owner (this can be any HubSpot user or Salesforce integration user, and can be set manually or via Workflows).
- Notification type - Select Desktop or Mobile app (whichever is most suitable).
- Subject - Enter a relevant subject e.g. "SMS Received".
- Body - Create a relevant notification message e.g. "SMS Received from..." and then add merge fields such as First Name and Last Name.
- Click Save.
- When you're ready, click Review and Publish.
- Select the No, only enroll contacts who meet the trigger criteria after turning the workflow on option if you want the enrolment to only apply to contacts who meet the trigger criteria e.g. contacts who have sent an SMS to you.
- In the Re-enrol section, click Edit and set re-enrolment to allow contacts who meet the trigger criteria to re-enrol after yesterday’s date.
- Turn the workflow on to receive inbound notification messages via the notification bell in HubSpot.
Email notifications for the message sender
Whether you're sending a one-off SMS directly from HubSpot or including SMS as part of a workflow, it's important to know when a contact replies so you can stay on top of conversations and respond promptly.
Even if you're not the contact owner, you can still receive email alerts for replies by enabling email notifications.
Direct messages
To get an email notification when a contact replies to a message you've sent manually:
- In the Sinch MessageMedia platform from the left-side navigation bar, click on Extensions and then Integrations.
- Locate the HubSpot integration tile and click See details.
- Click the Settings tab.
- Check the box for Receive email notifications when a contact replies via SMS.
Messages sent from a workflow
To receive reply notifications from a message sent through a HubSpot workflow:
- Make sure the Owner field is set to a specific user when you configure the workflow.
- The user assigned as the Owner will receive the email notification when a contact replies.