HubSpot | Handle unsolicited inbound messages

In most cases, workflows are triggered by outbound activity e.g. sending a message or receiving a reply. However, you can also trigger a workflow from an unsolicited inbound message. 

Unsolicited inbound SMS message

You may receive unsolicited inbound messages in certain scenarios e.g. you're running a competition and inviting people to text a keyword to a shared number. You don't know who will respond, but you want to automatically reply to every inbound message with an acknowledgment. 

When someone texts your number for the first time:

• A new contact is automatically created using their mobile number
• The email address field is populated with a placeholder Email to SMS address e.g. 0400000000@sinch.com)
• The contact timeline will show the inbound SMS event that triggered the contact creation

With this in place, you can now build a workflow to respond to these contacts.

Unsolicited message workflow

To create a workflow that automatically replies when an unsolicited inbound message is received:

1. From the workflow builder, open the Trigger workflow section.
2. Click on Met filter criteria , 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 'unsolicited' to filter for received message triggers.

6. From the list, select Sinch SMS & MMS: Unsolicited Inbound properties.

   

7. From the Sinch SMS & MMS: Unsolicited Inbound properties, select Occurred.

8. Set the date parameter to is before and select today's date. Choose the appropriate timezone setting.

   

9. Once the filters have been set, click Next to proceed to the Settings segment.
10. Click Save and continue to confirm the trigger settings.
11. To send an acknowledgment message, click the + icon to add an action.
12. Scroll down and click on Sinch SMS & MMS from the Integrated Apps section to open the drop-down.
13. From here, select Send SMS / MMS.
14. Configure the SMS / MMS action.
    • Phone Number: Select from the available contact records in the data variable section e.g. Phone Number.
    • Account: Your Sinch Engage account.
    • Sender ID Name: The options here will reflect the Sender IDs you have available to you on your Sinch Engage 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 Engage platform. If you're using the Account Default setting, any changes you make to your default sender ID in the Sinch Engage 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.
    • 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.

      

15. Click Save.
16. 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.
17. Turn on the workflow to activate it.