Use custom SMS keywords in workflows

When communicating with customers using SMS, you can provide them with custom keywords to trigger specific actions in HubSpot. For example, after instructing interested customers to text WEBINAR, you could set up a workflow to add those contacts to a segment of webinar participants.

Create SMS keywords

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to SMS. 
3. Click the Tools tab. 
4. In the Inbound keywords section, click Add keywords. 
5. In the dialog box, enter a keyword. 
6. Click Add keyword. 
7. To delete a keyword, click the delete delete icon next to that keyword.

Use SMS keywords in a workflow

Once you've set up your SMS keywords, you can create a workflow to take specific actions when contacts send SMS messages containing those keywords. By using branches, you can set separate actions for each keyword in a single workflow. 

Please note: inbound keywords from phone numbers associated with multiple contacts will not trigger this type of workflow. 

1. In your HubSpot account, click More, then navigate to Automation > Workflows. If More doesn't appear in your account, navigate to Automation > Workflows directly.
2. Click the name of an existing workflow, or create a new workflow.
3. In the workflow editor, click the Trigger box. 
4. Select SMS replied. The trigger should display as "SMS replied has been completed any number of times anytime." 
5. Set whether you want contacts to be able to re-enroll in the workflow, then click Save. 
6. In the workflow editor, click the plus icon under the enrollment triggers. 
7. In the left panel, click Branch.
8. Select One property or action output. 
9. Click the Property or value to branch on field, then select Inbound SMS keyword. 
10. Select the Create a separate branch for each value in this property checkbox, then click Next. 
11. Make any changes to the branches for your workflow, then click Save. 
12. For each branch, click the plus icon, then add an action. 
13. When you're finished editing your workflow, click Review and turn on in the top right.