HubSpot | Add SMS as a channel to Help Desk

You can connect SMS as a channel to HubSpot's Help Desk to manage SMS and MMS alongside your other conversations. Once connected, you’ll be able to configure and use the Help Desk for streamlined messaging. 

Connect Sinch SMS & MMS as a channel

To connect Sinch SMS & MMS as a channel, follow these steps:

1. Navigate to the Service tab in the sidebar.

2. Click on the More actions icon (⋯) and click Help Desk Settings.

   

3. Under the Ticket sources and routing section, click Channels.
4. Click the Connect a channel button and then Connect a new channel.
5. Select Sinch SMS & MMS as a channel.
6. Review the This is what you need to know before connecting a sender ID section, then click Continue.
7. Select the Sender ID to connect and click Confirm to complete the set up. 

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. 

1. Navigate to the Sinch Engage platform and then to the Extensions tab in the sidebar (Integrations page).
2. Click on See details button in the HubSpot tile and then on the Settings tab in the pop-up.
3. Click Remove integration to disconnect your HubSpot connection.
4. Reconnect by clicking Install on the HubSpot tile from the same Extensions screen in the Sinch Engage platform.

How to use the Help Desk 

1. When an inbound message is received to a number that is connected to the Help Desk, a ticket is automatically created with the message attached as a record.

   

2. Click into the individual ticket name to view more details, see the conversation within the support ticket as well as respond by writing a message and clicking Send.

   

Please refer to the HubSpot support article for an overview of the help desk workspace. 

You can view the messages sent to and received from the Help Desk from the contact record or the ticket record. 

• Contact record (Activities tab)

  

• Ticket record (Activities tab)

  

Feature summary