HubSpot | How to send SMS from a Ticket Workflow

When working with HubSpot Tickets, it may be necessary for collaborators to receive a notification when specific actions are taken concerning that ticket, and SMS messages are an effective notification method than can be easily be added to a workflow.

1. Start by selecting Workflows in the menu ribbon, then click on the Create workflow button and select Ticket-based workflow from the options:

2. Next, set any Ticket-based action as the enrollment trigger:

3. Click on the + icon in the workflow to add a new action, and select Send SMS from the slide-out menu:

4. Configure the parameters of the SMS as follows:

A) Phone Number - select the appropriate contact token for your contact's mobile number.

B) Sender ID - select your Sender ID - this data is retrieved from the messaging Hub and will reflect the options available to you on your Sinch MessageMedia account, including any dedicated numbers, registered alpha tags, and your default sender ID. Please login to the messaging Hub to manage these settings.

C) Workflow ID - select your workflow reply ID. This will ensure that replies to this message will only trigger actions in a specific workflow.

D) Text Message - compose your message here. You can use contact tokens for any personalisation you want to include, like your contact's first names.

E) Image URL - to send MMS, paste the image URL here - some important callouts for sending MMS:

▶ MMS images need to be saved in your HubSpot file library before you can copy and paste the image URL. Go to Marketing > Files & templates > Files.
▶ In order to send MMS messages, you need to have MMS enabled for your Sender ID. To do this, you can submit a support request and our team will help you out.
▶ If you don't have an MMS compatible number and you're not sending MMS, leave this field blank or it will trigger an error.

F) The next three fields - Post to Contact Timeline, Post to Company Timeline, and Post to Ticket Timeline - allow you to post this SMS activity to the desired timelines.

G) Country Code - if you're sending overseas, enter the country code here, otherwise leave it blank to default to your local country.

H) Owner - by default, all inbound replies are Select the owner of this action. This selects the email address to which notifications relating to this action will be sent

I) When you're happy with your configuration, click Save.

5. Now when the workflow is activated, all contacts associated with this ticket will receive an SMS notification whenever the trigger conditions are met.