Set up service SMS messaging in the conversations inbox and help desk

Connect an service SMS channel to help desk or the conversations inbox to receive and respond to customer inquiries via text message. For example, you can include your SMS number on your website or in onboarding materials so customers can text your team with questions. Reps can then reply directly to provide quick updates on high-priority tickets or confirm service appointments.

Please note: if you're a Super Admin, you can opt your account into the Service SMS beta.

Before you get started

• You can only send SMS messages from US-based numbers.
• Each HubSpot account can only generate a single number for SMS communications.
• SMS messaging in HubSpot is not currently supported for sole proprietors.
• Certain types of messages and business categories are not allowed on SMS platforms in the United States and Canada. Review the forbidden message categories in the documentation of Hubspot's SMS provider, Twilio, to verify they don't apply to your business or message content.

• Customers are able to send incoming images (MMS), but outgoing images from reps are not supported at this time.

Register your business and get an SMS number

Provide details about your business, including where it is registered, the business type, and your business number. 

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Calling & SMS > SMS Setup.
3. Click Start registration next to Customer Care SMS long code in the Customer Care section.
4. In the right panel, click Provide registration details from the Step: 1 Provide required registration details section.
5. For businesses registered in the United States: 
   • Click the Country of registration dropdown menu and select United States. 
   • In the Legal business name field, enter your business name exactly as it appears on your CP575 form. 
   • In the EIN field, enter the EIN exactly as it appears on your CP575 form. 
6. For businesses registered in Canada:
   • Click the Country of registration dropdown menu and select Canada. 
   • In the Legal business name field, enter your legal business name exactly as it appears on your official registration record.
   • In the Business number (BN) field, enter your business number. If your number is longer than nine digits, only enter the first nine. 
7. For businesses registered outside of the United States or Canada: 
   • Click the Country of registration dropdown menu and select Rest of world. 
   • In the Legal business name field, enter your legal business name exactly as it appears on your official registration record.
   • Click the Business registration type dropdown menu and select an option. If your registration type isn't listed, select Other, then enter your registration type in the Other business registration type field. 
   • In the Business number (BN) field, enter the business number recommended for your registration type. 
8. Click the Business type dropdown menu and select a business type, such as Corporation or Non-Profit. 
9. Click the Business industry dropdown menu and select the industry that most closely aligns with your business.
10. In the Website field, enter the URL of your business's website.
11. Click the Regions of operations dropdown menu and click each region where your business operates.
12. In the Company status section, select a status:
    
    • Public: your company is listed on a stock exchange or over-the-counter market. If you select this option, you must also select the stock exchange where your business is traded and enter its stock ticker symbol.
    • Private: your company is not listed on a stock exchange or over-the-counter market.
13. In the bottom right, click Next. 
14. In the Business address fields, enter the address of your business. 
15. In the bottom right, click Next. 
16. In the Point of contact fields, enter the contact information for the person who will be contacted about your registration. The email address you enter must use the format name@company.com. 
17. In the bottom right, click Next.

Provide SMS details

Once you've provided your business information, you must provide details about how you will be using SMS messages, including all opt-in methods, your privacy policy and terms of service, and the type of messages you'll send.

Failure to include sufficient information in these fields or providing information that doesn't apply to the same sender and SMS use case may result in a failure of your registration. 

1. In the SMS details fields, enter two sample messages in the Write two sample SMS messages you'll send section, with the kind of transactional content you'll be sending in SMS messages. Your example messages should match your brand and contain the following: 
   
   • Your business name. 
   • Information on how users can opt out, including a keyword like STOP. 
   • A public link to a privacy policy that includes a statement of non-sharing for mobile numbers, message frequency, and a Message and data rates may apply disclosure. 
   • If you're using personalization, brackets around personalized content. For example: "Hey [first name]".
2. Select an option for whether you are a financial institution that uses direct, first-party lending. This is a forbidden business category. 
3. In the bottom right, click Next.
4. In the Opt-in details section, select the checkbox next to each way recipients will provide opt-in consent:
   • By texting START to our designated SMS number: recipients text START to your designated SMS number from the number where they consent to receive SMS messages.
     • Click choose a file, then upload an image of how you will inform recipients to text START to your SMS number. 

1. • By entering their phone number and giving consent via a website form: recipients fill out a form to opt into receiving SMS messages.
     • This form must include the following: 
       • Separate checkbox to collect SMS consent. This consent must be optional and explicit, rather than tied to other services or message types. This checkbox should not be pre-checked, should not appear checked in any screenshots, and should be not be required to submit the form. It's recommended to place this checkbox near the field for entering a phone number. 
       • No mention of marketing messages. 

1. • • • Legal business name.
       • Type of messages recipients will receive.
       • Message rates.
       • Frequency of messages.
       • How to opt-out of receiving messages.
       • Live, publicly accessible links to a privacy policy and SMS terms of service. These links should point directly to the relevant policies. 

1. • • For public forms, select Public form, then enter a link to the form. 
     • For private forms, select Private or restricted access form, then click Choose a file and upload a screenshot of the form. 
     • For drafted online forms, select Form screenshot. Enter the URL where the form will be hosted, then click Choose a file and upload a screenshot of the form.
   • • For paper forms, select Paper form, then click Choose a file and upload an image of the form.
   • By replying to an email from our brand confirming they consent to be contacted via SMS: recipients will be sent an email, then they will reply to it confirming they wish to be contacted via SMS.
     • Click Choose a file, then upload an example of the SMS consent confirmation email. 

9. In the bottom right, click Next.
10. In the Privacy policy section, enter the live, publicly accessible URL of your SMS privacy policy. It must meet the following requirements: 
    • The privacy policy should state that the business does not share SMS consent data with third-parties third parties/affiliates/non-affiliates.
    • If the privacy does mention sharing SMS consent data, the following disclaimer should be included: "All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties, excluding aggregators and providers of the Text Message services."
11. In the Terms of service section, enter the live, publicly accessible URL of your SMS terms of service. Your terms of service include the following information: 
    • Legal business name.
    • Types of messages recipients will be sent. 
    • How to opt out. For example: "Reply STOP to opt out."
    • Message rates. For example: "Message and data rates may apply."
    • Frequency of messages. This can be a specific number of messages or a disclaimer that "Message frequency varies."
    • Carrier disclaimer. For example: "Carriers are not liable for delayed or undelivered messages."
    • Link to your privacy policy. 
12. In the bottom right, click Done.

After you've submitted your SMS details, the approval process by mobile carriers may take a few weeks. 

Connect an SMS channel to help desk or the conversations inbox

Once you’ve registered your business and got an SMS number, you can connect the SMS channel to the conversations inbox or help desk.

Respond to service SMS messages 

Once connected, any SMS messages sent to or from the number will appear in help desk or conversations inbox. You will be notified when you receive a new SMS message, but you can turn off these notifications in your settings.

Respond to service SMS messages from help desk

1. In your HubSpot account, click More, then navigate to Service > Help Desk. If More doesn't appear in your account, navigate to Service > Help Desk directly.

2. Click the search icon in the top left and enter a search term to look up a conversation generated via text, and apply filters to narrow your search. For example, you can apply filters that segment out messages that originated from your connected SMS number. Learn more about creating custom views.
   
   
   
3. In the left panel, click a ticket to open it. A messages message icon will appear beside conversations generated from SMS messages.
   
   
4. In the right sidebar, use the contextual information about the associated ticket, contact, and past conversations to inform your response to the contact's inquiry.

5. In the reply editor, write and send your response. Learn more about responding to tickets in help desk.

Respond to service SMS messages from the conversations inbox 

1. In your HubSpot account, click More, then navigate to CRM > Inbox. If More doesn't appear in your account, navigate to CRM > Inbox directly.

2. Click the search icon in the top left and enter a search term to look up a conversation generated via text, and apply filters to narrow your search. For example, you can apply filters that segment out messages that originated from your connected SMS number. Learn more about creating custom views.
   
   
3. In the left panel, click a conversation to open it. A messages message icon will appear beside conversations generated from SMS messages.
4. In the right sidebar, use the contextual information about associated records and past conversations to inform your response to the contact's inquiry.

5. In the reply editor, write and send your response. Learn more about responding to tickets in the conversations inbox.

Understand SMS consent and response windows

• Subject to applicable law, carrier requirements, and Twilio’s policies, when a customer texts your registered SMS number first, that may be treated as implied consent for you to respond as part of the same service conversation. The customer does not need to provide explicit consent, such as texting START for that response. This only applies to Service SMS use cases and does not apply to marketing or promotional messages.
• Customers can opt out at any time by texting STOP or another supported keyword. After a customer opts out, you can’t send further messages unless they send a new message, which re-establishes consent.
• The following response windows apply:
  • A support rep must respond within 48 hours of the customer’s first message. After this window, you can no longer respond.
  • After the initial reply, you can continue responding as long as you reply within 30 days of the customer’s latest message and the related ticket remains open.
  • The time remaining to reply is shown in the conversation.
    
    

Manage SMS channel settings

To edit, delete or turn off an SMS messaging channel in help desk or the conversations inbox:

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, click Channels. 
3. In the Team emails section, click SMS.
4. To turn off the channel, click the Status switch off. In the dialog box, click Turn off.
5. To disconnect the channel, hover over it and click Disconnect.
   
6. To edit routing, click the channel. On the Routing tab, click Edit routing. In the right panel,  edit ticket routing and configuration. Then, click Save.