SureSMS

Reply to Text Messages in HubSpot Inbox

HubSpot SMS With SureSMS, you can set up SureSMS as an SMS channel in HubSpot Help Desk or Inbox. A customer sends an SMS to your number, the conversation appears in HubSpot, and the agent’s reply is sent back as an SMS.

This is not a synchronization of HubSpot contacts into a SureSMS group, and it is not a marketing flow.

You need to take care of that first

  • A HubSpot account where you can install apps and connect a channel to an Inbox.
  • A SureSMS account with a sender name and at least one phone number that can receive text messages.
  • A HubSpot subscription in SureSMS. The portal shows the details of the account.
  • A cell phone from which you can send a test text message.

In SureSMS

  1. Go to Integrations → HubSpot. The status is Not connected.
  2. Click Connect HubSpot.
  3. Install the SureSMS app in HubSpot and grant the permissions that HubSpot displays.
  4. When you come back, you should Setup Checklist show that the app is installed.
  5. Make sure your subscription is active. If it isn't, complete the purchase in the portal.

In HubSpot

  1. Open the Inbox or Help Desk where the conversations will be routed.
  2. Add SureSMS as a channel when HubSpot asks you to select a channel.
  3. Link the SureSMS number that will receive the text message.
  4. Save the settings.

Once everything is set up, SureSMS will prompt you to reply to incoming text messages in HubSpot Help Desk or Inbox—not in the SureSMS message window.

How to Test

  1. Send a text message from your own cell phone to the associated number.
  2. Open HubSpot Inbox and find the conversation.
  3. Response from HubSpot.
  4. Check your cell phone to make sure the reply comes as a text message.
  5. Open up View log in SureSMS, if something doesn't show up in HubSpot.

If it doesn't work

  • No conversation in HubSpot: Make sure the number is linked to the channel.
  • Replies will not be sent: Check to make sure the app is still connected, and review the log.
  • The plug is missing: HubSpot finds or creates a contact based on the cell phone number.

If you want to send the text message to a system other than HubSpot Inbox, use Webhooks for Incoming SMS Messages. See also Overview of Integrations.