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HubSpot | Add SMS as a Channel to Conversations Inbox

Updated

This article explains how add SMS as a channel to the HubSpot Conversations Inbox.

With this integration, you’ll be able to manage SMS and MMS alongside all of your other conversations within HubSpot’s Conversations Inbox. This centralized approach enhances collaboration and improves efficiency.

How to connect SMS as a channel

To connect SMS as a channel, follow these steps:

  1. Go to HubSpot Inbox Settings.

  2. Click Connect a Channel

  3. Select Sinch SMS & MMS as a channel.
  4. To allow the Sinch SMS & MMS app access to your HubSpot Conversations Inbox, you may be asked to disconnect and reconnect the Sinch SMS & MMS app. Navigate to the Sinch platform > Extensions page. Disconnect your HubSpot connection.
  5. Then reconnect by clicking Install on the HubSpot tile on the same page (Sinch platform > Extensions page). 

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 Configure the Inbox to send SMS

  1. After reconnecting, go to HubSpot Inbox Settings.
  2. Click Connect a channel.
  3. Select Sinch SMS & MMS as a channel.
  4. Review the This is what you need to know before connecting a sender ID section, then click Continue.
  5. Choose the Sender ID you want to connect to the inbox.
  6. Once the Sender ID is configured, your inbox is ready to use.

How to Use the Inbox

  1. Send a message from the contact record to a contact.
  2. The message will appear under the Sent section in the inbox.
    Note - You cannot start a conversation within the inbox. All conversations must start outside of the inbox. However, once the first message is sent, or a contact messages you, you can seamlessly continue the conversation within the inbox.

How conversations can be started and key info

  1. Conversations must start outside of the inbox from the contact record – you cannot initiate a conversation within the inbox.
  2. Messages sent via Workflows (Contacts, Deals, Tickets) will not appear in the inbox.
  3. Only one Sender ID can be mapped per inbox. If you need multiple Sender IDs, create separate inboxes (e.g., Marketing Inbox, Service Inbox).
  4. MMS sending is not available from the inbox.
  5. Only Dedicated Numbers are supported; Alpha tags and the account default numbers are not supported.

 

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