Aircall SMS in HubSpot workflows using the branch action

Overview

You can automate Aircall SMS messaging in HubSpot workflows and create dynamic messaging paths based on customer responses. By using the branch action in HubSpot, you can route contacts through different workflow paths, such as opt-in, opt-out, or re-engagement, based on the content of their replies.

This approach helps you personalize communication, manage opt-outs, and improve customer engagement at scale.

Step 1: Set up custom properties for the Aircall integration in HubSpot

Before configuring workflows with Aircall SMS, you must create the required custom properties for the Aircall integration in HubSpot.

These properties allow HubSpot workflows to store and evaluate SMS-related data, such as message content and opt-in status.

To create these properties, please follow the instructions in the dedicated guide: Creating Custom Properties for Aircall Integration in HubSpot

Step 2: Enable Aircall SMS in HubSpot workflows

Once the custom properties are configured, you can enable Aircall SMS in your HubSpot workflows.

Important: Aircall SMS in HubSpot workflows is currently in private beta. To enable this feature, contact your Customer Success Manager.

Important: You must have at least one Aircall number enabled for messaging in order to use Aircall SMS.

For step-by-step instructions on adding Aircall SMS to a HubSpot workflow, please see: Send SMS from HubSpot Workflows with Aircall Numbers

Managing opt-outs

Aircall does not currently provide an out-of-the-box opt-out management solution. However, you can manage opt-outs directly within HubSpot workflows.

Common approaches include:

• Opt-out URL or page
  Create a dedicated page or URL where customers can opt out of receiving messages.

• Keyword-based opt-out
  Ask customers to reply with a keyword such as “STOP” to opt out. You can then update a HubSpot record property to mark the contact as opted out and prevent future messages.

Tip: Using a contact property to track opt-out status allows you to enforce opt-out rules across all future workflows and campaigns.Step 3: Use the branch action to manage multiple workflow paths

Step 3: Use the branch action to manage multiple workflow paths

To route contacts through different paths based on their SMS replies, use the branch action in HubSpot workflows. This lets you define conditional logic based on specific message values.

Example opt-in and opt-out workflow logic

• Using the branch action, you can configure behavior such as:

• If a customer replies “STOP”, send a confirmation SMS indicating they will no longer receive messages.

• If a customer replies “YES”, trigger a re-engagement or confirmation message.

• If a customer sends any other response, route them to an alternative workflow path.

For more details on branching logic, refer to HubSpot’s documentation: How to Use "If/Then" Branches in HubSpot Workflows

How to configure the branch action

1. Select the message property

When defining branch conditions, select the Message property that stores the SMS content sent by the customer.

This property will be used to evaluate the customer’s response.

2. Configure multiple branches

Create branches based on specific keywords or values, for example:

• Branch 1: Message equals “STOP”
  Action: Send an opt-out confirmation SMS and update the contact record.

• Branch 2: Message equals “YES”
  Action: Send a re-engagement or confirmation SMS.

• Branch 3: All other responses
  Action: Trigger an alternative workflow action, such as internal notification or follow-up logic.

3. Define actions for each path

For each branch, configure the actions you want to trigger, such as:

• Sending an SMS with Aircall

• Updating contact or company properties

• Triggering additional HubSpot workflow actions

By combining these actions, you can fully automate how your workflows respond to customer behavior.