HubSpot | Create in-app notifications for SMS opt-outs

You can set up workflows to trigger internal notifications when a contact opts out of receiving SMS messages from your business - helping your team stay informed and take any necessary follow-up actions.

In-app notification workflow

To set up a workflow to trigger internal notifications when a contact opts out:

1. From the workflow builder, open the Trigger workflow section.
2. Click on Met filter criteria if it's a new workflow, or When filter criteria is met if it's an existing workflow.
3. In the Eligible records segment, select Contact.
4. In the Add criteria segment, scroll down to Integration filters and click Sinch SMS & MMS.
5. In the search bar, search 'opt-out' to filter for received message triggers.

6. From the list, select Sinch SMS & MMS: SMS Opt-out Received as the criteria.

   

7. From the Sinch SMS & MMS: SMS Opt-out Received properties, select Occurred.

8. To start the workflow from today, set the Occurred date to is after and enter yesterday’s date. Alternatively, select the date you'd like start. Select the Timezone setting that suits you. 

   

9. Click Next to proceed to the Settings segment.
10. Click Save and continue to confirm the trigger settings.
11. 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).
12. Configure the notification action as follows:
    • Recipients - You can determine who in your organisation receives these notifications e.g. 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.

      

13. Click Save.
14. 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.
15. Turn the workflow on to receive inbound notification messages via the notification bell in HubSpot.