You can use the Send SMS action in HubSpot workflows to automatically send text messages from your Aircall numbers. This allows you to engage customers based on workflow triggers and criteria while keeping communication streamlined across both platforms.

Requirements

To use this feature, you must have at least one Aircall number enabled for messaging.

Accessing the Send SMS action

The Send SMS action is available in workflows built on the following HubSpot object types: contact, deal, ticket, company, quote, users, order, cart, invoice, and lead.

Setting up the Send SMS action

Follow the steps below to configure the Send SMS action in your workflow.

Steps:

  1. Select the action: In your HubSpot workflow, add a new action and choose Send SMS under the Aircall section.

  1. Configure the fields: Complete the required fields as described below.

Aircall Number (From)

Select an SMS capable Aircall number from the dropdown. Only mobile enabled numbers connected to your HubSpot integration appear in the list.

If no SMS enabled number is available, the list will be empty and the action cannot be saved.

Why no number appears

Aircall displays only the following types of numbers:

  • Numbers connected to the HubSpot integration

  • SMS capable numbers

  • Numbers from companies with SMS enabled

  • Numbers that do not use third party messaging services

  • Numbers that do not use the Aircall Messaging API

Note: Aircall caches number data for performance. Recent changes may take up to 10 minutes to appear.
Important: If multiple integrations and many related connections exist, the page may take longer to load. Refresh the page if the data does not load properly.

Sender User

Select a user associated with the chosen Aircall number. Only users linked to that number will be displayed.

Tip: Newly connected numbers or users may take up to 10 minutes to appear due to caching.

Recipient Number (To)

Choose the phone number field from the HubSpot record that should receive the SMS.

Message

Write your message, up to 1,600 characters. You can personalize SMS content using HubSpot record tokens such as {{Contact.FirstName}}.

Send SMS as record owner

Select this option to send the SMS on behalf of the enrolled record owner.

If the owner does not have a valid SMS enabled number, or if there is no record owner, Aircall will use the number you selected in Aircall Number.

Save the action

You must complete all required fields before saving. If any field is missing or invalid, the action will not save.

Notes and considerations

Important: The phone number selected in the Recipient Number (To) field must include the country code. For example, +1 is required for US numbers. SMS messages will fail without a country code.

If your CRM stores numbers without country codes (for example, XXX-XXX-XXXX or (XXX) XXX-XXXX), update them to include the correct international format.

Messaging limits

The following limits apply per user and per Aircall number. These limits cannot be increased:

  • 200 messages per minute

  • 1000 messages per hour

  • 5000 messages per day

  • 10000 messages per month

Messages sent through the workflow count toward the limits of both the Aircall Number and the Sender User selected in the action.

If a message fails because it exceeded a limit, the system will not retry sending it during this beta phase.

You can verify message delivery in the workflow’s Action logs.

Message logging and ongoing conversation

Every SMS sent through a HubSpot workflow is logged as an engagement on the relevant HubSpot record.

The message also appears in the Aircall app as part of the conversation with that contact, as long as the contact exists in Aircall.

If the recipient replies, you can view and continue the conversation from the Aircall app or the HubSpot CTI. All subsequent messages are also logged in the appropriate HubSpot record.

Managing opt outs

Aircall does not provide built in opt out management for SMS. You can manage opt outs in HubSpot through your own process. For example, you can:

  • Create an opt out URL or page

  • Ask customers to reply with a keyword such as Stop and configure a workflow to update a record property to flag the customer as opted out

Once your opt out logic is in place, ensure your workflows respect this rule when sending SMS messages.