Send SMS messages in the conversations inbox

If you purchased the Marketing SMS Add-On and set up messaging in HubSpot, you can connect your SMS number to a single channel in the conversations inbox.

Once connected, you can review, organize, and reply to incoming SMS messages within the conversations inbox. You can also use SMS channel data in conversations-based workflows and in the reporting tool.

Connect SMS as a channel in your inbox

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to SMS.
3. In the Marketing section, click Manage next to a registered phone number. 
4. In the right panel, click Connect in the Reply management section. 
5. Click the Choose an existing inbox dropdown menu and select an inbox, or click Go to inbox settings to create a new inbox.
6. Click Save. 

Your SMS number will now appear as a connected channel in your connected inbox settings. 

Create an SMS view in the conversations inbox

Once you've connected your SMS number, incoming SMS messages will appear in the list of conversations associated with any of the status filters in the left sidebar (such as All open and All closed).

You can also create a custom view to filter for messages that come from your connected SMS channels.

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. In the bottom left, click the Actions dropdown menu and select Create a view.
3. In the right panel, enter a name for the view, then click Next.
4. Click Add filter.
5. In the pop-up box, click Source. 
6. In the Source filter, click the second dropdown menu, then select the SMS checkbox.
7. In the bottom right, click Create view.

The new view will appear below the other default inbox filters and views.

Reply to incoming SMS messages 

When a contact receives an SMS message you've sent or scheduled or sent with a workflow, they can reply to the message. Any replies they've sent will appear as a new conversation in your inbox.

Users can then review the contact's information and reply, as long as the contact meets the requirements to be contacted via SMS. 

Click on an SMS conversation to view the conversation history and use the reply editor to compose a response.

Please note: incoming and outgoing inbox messages count against your monthly SMS segment usage. MMS messages are counted as 5 message segments.

Review SMS activities on the contact record

1. In your HubSpot account, click More, then navigate to CRM > Contacts. If More doesn't appear in your account, navigate to CRM > Contacts directly.
2. Click the name of a contact.
3. On the contact record, click the Activities tab.
4. Click the Activity dropdown menu and select the SMS checkbox. To narrow down the activities that appear, select and clear the Select all checkbox, then select the SMS checkbox again.