HubSpot | Dynamic Account Sender in workflows

You can use dynamic Sender IDs in HubSpot workflows to automatically select the correct sending number or name based on a contact's location when sending messages to customers - this ensures your messages always come from a familiar source.

Custom contact properties

Before you can use the dynamic sender ID feature, you'll need to create custom contact properties in HubSpot. These properties will store the location information for your contacts, which the workflow will use to select the appropriate sender.

1. Create your custom contact properties by adding a Property Label (e.g. Gym Location) and an Internal Name (e.g. gym_location).
2. Once the custom contact properties are created, populate the custom properties for your contacts with their respective location data. This enables the workflow to match a contact to the correct sender.

3. The text in the contact property must exactly match the label of the corresponding Sinch Engage account (or sub account) name and ID that you want to send from.

   e.g. If a contact's Gym Location is 'Downtown LA', you must have a Sinch Engage account name and ID with the label 'Downtown LA'.

   Note: The matching is case-sensitive and space-sensitive e.g. 'Downtown LA' will not match 'downtown la' or 'DowntownLA'. Make sure your naming convention is consistent across HubSpot data and Sinch Engage labels. 

Dynamic Sender workflow

Create the HubSpot workflow that will use the dynamic sender ID logic:

1. From the Automation section on the left-side navigation menu, click on Workflows.
2. Click on the Create workflow drop-down button.
3. Set up your desired enrolment triggers for the workflow.
4. Click on the + icon to open the list of available actions.
5. Scroll down and click on Sinch SMS & MMS from the Integrated Apps section to open the drop-down.
6. From here, select Send SMS / MMS.
7. Configure the SMS / MMS action.
   • Phone Number: Select from the available contact records in the data variable section.
   • Account: Select Dynamic Account from the drop-down menu. When you select this option, the Sender ID Name field will become disabled and show 'No options available'. The sender will be automatically assigned based on the contact's location.
   • 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.

     

8. Click Save.
9. 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. 

Workflow logic

Understanding the logic behind the workflow can help you troubleshoot any issues and use the feature effectively.

1. Trigger: When a contact is enrolled in the workflow, the Send SMS / MMS action is triggered.
2. Location matching: The workflow reads the value from the property on the contact's record e.g. gym_location.
3. Sender selection: It then compares this location value to the labels on all the sender accounts connected to your HubSpot portal.
4. Message sending: 
   • If a match is found: The message is sent using the default sender from that specific account.
   • If no match is found: The action ends and no message is sent. This prevents accidental sends from an incorrect number.