You can connect SMS as a channel to HubSpot's conversations inbox to manage SMS and MMS alongside your other conversations. Once connected, you’ll be able to configure and use the inbox for streamlined messaging. There are a few important setup details and considerations to keep in mind.
Note: This feature is only supported on the Sales Hub and Service Hub Professional and Enterprise plans. Please refer to the HubSpot support article for more information about their supported plans and their custom channels API.
Connect Sinch SMS & MMS as a channel
To connect SMS and MMS as a channel:
- From the left-side navigation bar, click on CRM and then Inbox.
- Within your HubSpot Inbox, click on Inbox Settings.
- Click Connect a Channel.
- Select Sinch SMS & MMS as a channel.
- Review the This is what you need to know before connecting a sender ID section, then click Continue.
- From the Account name dropdown, select the account you want to send from. Next, select the Sender ID you want to use for that account. Once both are selected, click Confirm to complete the setup.
To allow the Sinch SMS & MMS app access to your HubSpot Help Desk, you may be asked to disconnect and reconnect the Sinch SMS & MMS app.
- Navigate to the Sinch MessageMedia platform and then to the Extensions tab in the sidebar (Integrations page).
- Click on See details button in the HubSpot tile and then on the Settings tab in the pop-up.
- Click Remove integration to disconnect your HubSpot connection.
- Reconnect by clicking Install on the HubSpot tile from the same Extensions screen in the Sinch MessageMedia platform.
Note: You do not need to disconnect from within HubSpot. Simply reconnect from the Sinch platform side. Reconnection will not impact your existing configured workflows. However, please ensure that no workflows are running at the time of reconnection, as it may affect ongoing processes.
How to use the conversations inbox
- To begin a conversation with a customer from the conversations inbox, send a message from the contact record to a contact.
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The message will appear under the Sent section in the inbox.
Key considerations to keep in mind:
- Conversations must start outside of the inbox from the contact record - you can't initiate a conversation within the inbox. Once the first message is sent or a contact messages you, you can seamlessly continue the conversation within the inbox.
- Messages sent via Workflows (Contacts, Deals, Tickets) will not appear in the inbox.
- Only one Sender ID can be mapped per inbox. If you need multiple Sender IDs, create separate inboxes e.g. Marketing Inbox, Service Inbox.
- Only Dedicated Numbers are supported; alphanumeric sender IDs and the account default numbers aren't supported.
MMS in the HubSpot conversations inbox
MMS messages initiated in the HubSpot inbox
Media types and extensions supported by the HubSpot conversations inbox and Sinch MessageMedia:
| Media | Supported by Sinch MessageMedia | Image insert - New upload | Image insert - from HubSpot files | Attachments - New upload | Attachments - from HubSpot files |
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Notes:
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You can't directly upload video and audio files from the conversations inbox. If you want to upload video and audio files, please upload them to the HubSpot File storage and pick them from there.
- Unsupported media files will be disabled from conversation inbox uploads. When a media extension is not supported or the media size exceeds the limit, the HubSpot platform will display a warning 'Not delivered' at the bottom of the message.
- Maximum file sizes are as follows:
- US: 500 KB in jpg, png, gif, 3gp, mp4, mpg, avi, wmv, mp3, wav and pdf
- Other sending countries: up to 410 KB in jpg, png and gif
You can create a Detailed Report in the Sinch MessageMedia platform to see MMS sent from the HubSpot inbox.
MMS messages initiated outside the HubSpot inbox (single send screen and inbound replies)
| Media | Supported by Sinch MessageMedia | Inbox display for Outbound | Inbox display for Inbound |
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