HubSpot | Send an SMS to a contact from the HubSpot conversation inbox

Once you've added SMS as a channel to the HubSpot conversations inbox, you can start sending and responding to contacts directly from the conversations inbox as well as set up an SMS view to easily manage the messages. 

Send an SMS to a contact

You can send SMS messages through the HubSpot conversations inbox if you have connected your SMS number as a channel. To send SMS messages:

1. Make sure your SMS number is connected as a channel in the conversations inbox.
2. From the left-side navigation bar, click on CRM and then Inbox.
3. Choose the contact you wish to message from the Sent, Assigned to me, or other relevant sections.
4. Ensure you select your Sinch SMS & MMS(or Sinch RCS) as the sending channel (this will appear if connected).
5. Write your message in the editor.
6. Click Send to send the message.
7. Your outbound message will appear in the Sent folder in the conversations inbox and it will be logged on the contact's timeline. 

Key considerations to keep in mind:

• Conversations must start outside of the inbox from the contact record - you can't initiate a conversation within the inbox. Once the first message is sent or a contact messages you, you can seamlessly continue the conversation within the inbox.
• Messages sent via Workflows (Contacts, Deals, Tickets) will not appear in the inbox. They will appear in the inbox only when the contacts reply to the messages sent via Contacts workflows.
• Only one Sender ID can be mapped per inbox. If you need multiple Sender IDs, create separate inboxes e.g. Marketing Inbox, Service Inbox.
• Only Dedicated Numbers are supported; alphanumeric sender IDs and the account default numbers aren't supported.

Build an SMS view

You can create a custom SMS view in your HubSpot conversations inbox to easily filter and manage SMS messages:

1. From the left-side navigation bar, click on CRM and then Inbox.
2. In the bottom left, click the Actions dropdown menu.
3. Select Create a view.
4. Name the view e.g. "SMS".
5. Under Filter type, select Conversation properties.
6. Search for and select the property Source.
7. Click the is any of dropdown and select SMS and Sinch SMS & MMS.
8. Click Apply filter.
9. Click Create view to set up the view. This view will now appear in your inbox filters, showing only SMS conversations.