HubSpot | Send SMS from a ticket workflow

When managing tickets in HubSpot, you may want to keep customers or collaborators informed when certain actions occur. With the Sinch MessageMedia integration, you can easily send SMS alerts by adding them to a ticket-based workflow.

Ticket-based workflow

1. From the left-side navigation bar, click on Automation and then Workflows.
2. Click on the Create workflow drop-down button and click From scratch.
3. Click on Met filter criteria if it's a new workflow.
4. In the Eligible records segment, select Ticket.

5. Set the appropriate ticket-based action for your workflow as the enrollment trigger e.g. Ticket status.

   

6. Click Next.
7. When you're ready, click Save and continue to confirm the trigger.
8. Click on the + icon to open the list of available actions.
9. Scroll down and click on Sinch SMS & MMS from the Integrated Apps section to open the drop-down.
10. From here, select Send SMS / MMS.
11. Configure the SMS / MMS action.
    • Phone Number: Select from the available contact records in the data variable section.
    • Account: Your Sinch MessageMedia account.
    • Sender ID Name: The options here will reflect the Sender IDs you have available to you on your Sinch MessageMedia account e.g. Dedicated numbers, registered alphanumeric sender IDs. The Account Default is the default Sender ID you have set up on your account in the Sinch MessageMedia platform. If you're using the Account Default setting, any changes you make to your default sender ID in the Sinch MessageMedia platform will be applied to this workflow.
    • Workflow ID: Your workflow reply ID. This will ensure that replies to this message will only trigger actions in a specific workflow.
    • Text Message: Compose your message. You can include any relevant personalization by choosing from the data variable list e.g. First Name.
    • Image URL: To send an MMS, paste the image URL here. Please review the MMS requirements before setting this up.
    • Post to Contact Timeline, Post to Company Timeline, and Post to Ticket Timeline: These fields allow you to post this SMS activity to the preferred timelines.
    • Country Code: If you're sending messages overseas, enter the country code here, otherwise leave it blank to default to your local country.
    • Owner: Select the owner of this action - this selects the email address to which notifications relating to this action will be sent.
12. Click Save.
13. When you're ready, click Review and Publish.

• Select Yes, enroll contacts who meet the enrollment criteria immediately when the workflow is turned on before turning on the workflow.
• Select No, only enroll contacts who met the trigger criteria after turning the workflow on if you want to send a bulk message to anyone who meets the enrollment criteria after turning the workflow on.