Send SMS (Advanced) from HubSpot workflows with Aircall

The advanced Send SMS action in HubSpot workflows lets you automatically send SMS messages from Aircall numbers based on workflow triggers. It uses a number-first design: you select the Aircall number first, then optionally specify which user the message should be sent as. Both the sender number and sender user can be set statically or mapped dynamically using HubSpot properties.

Important: Aircall supports SMS only. MMS (multimedia messages, including images, videos, or files) is not supported when sending messages through HubSpot workflows.

Important: This is the updated version of the Send SMS action, currently in beta. Your existing workflows using the previous Send SMS action will continue to work and are not affected. Once this action reaches general availability, the previous version will be sunset with advance notice. For documentation on the previous version, see Send SMS from HubSpot workflows with Aircall numbers.

Requirements

To use this feature, you must 

1. Have at least one Aircall number enabled for messaging.
2. Reauthenticate to add the necessary scopes from the Aircall Dashboard.

Setting up the advanced Send SMS action

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

1. Select the action

In your HubSpot workflow, add an action and choose Send SMS under the Aircall section.

Note: This action is available for workflows based on the following object types: contact, deal, ticket, company, quote, users, order, cart, invoice, and lead.

2. Choose the Aircall Number (From)

You can select the sender number in two ways: Number or Custom Input.

Option A - Number (Select a specific number): Choose an existing, SMS-capable Aircall number from the dropdown menu.

• Only mobile-enabled numbers linked to your HubSpot integration will appear.
• If the list is empty, ensure you have numbers that are SMS-enabled and not using third-party messaging APIs.

Option B - Custom Input: Select Custom Input to dynamically map the sender number using a HubSpot property. This lets you determine the From number based on a field stored in the enrolled record.

Note: Numbers entered via Custom Input must be formatted in E.164 (for example, +15550199) and be attached to the HubSpot integration. If the number does not exist in the integration, the message will not send and an error will be thrown.

3. Select the Send as User

After selecting an Aircall number, the Send As User field appears. This determines which user identity is attached to the outgoing message. The available options depend on whether you selected a static number or a custom input number.

Option A - Default (no Send As User)

The message sends from the selected Aircall number without being attributed to a specific user. This is the default if no selection is made.

Option B - Specific user (available when using Number only)

Select a user from the dropdown. The list is filtered to show only users associated with the Aircall number you selected in the previous step. This prevents misconfiguration by ensuring you cannot select a user who does not have access to that number.

Option C - Custom Input (available for both Number and Custom Input number)

Select Custom Input to dynamically map the sender user using a HubSpot property. The field expects a valid Aircall user email address attached to the selected number.

Note: The Custom Input Send As User field expects a valid user email address attached to the number selected above.

Important: If the custom Send As User value does not match a user associated with the selected number, the message will not send and an error will be thrown. If the Send As User has no remaining message segments, the message will also not send and an error will be thrown.

4. Configure Recipient Number (To)

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

5. Compose the message

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

6. Save the action

All required fields must be completed before saving. The Aircall Number field is required and must be valid. The Send As User field requires a valid selection if you choose Specific user or Custom Input. If any required field is missing or invalid, the action cannot be saved.

Troubleshooting and requirements

Why your number may not appear

Aircall displays only the numbers that meet all of the criteria below:

• Connected to the HubSpot integration
• SMS capable
• Not using third party messaging services
• Not using the Aircall Messaging API

Note: Aircall caches data for performance. Changes to numbers or user associations may take up to 10 minutes to appear. Refresh the page if the data does not load immediately.

Phone number formatting

Important: The phone number used in the Recipient Number (To) field must include the country code, for example +1 for the United States or +44 for the United Kingdom. SMS messages will fail without a country code.

Correct: +15550199
Incorrect: 555 0199 or (555) 019 9999

If your CRM stores numbers without the country code, update them to the correct international format before sending.

Send As User errors

When using Custom Input for either the Aircall Number or Send As User fields, the action applies strict validation at send time. Unlike the previous version of this action, there is no silent fallback: if a value is invalid, the message will not send and an error will be logged.

Tip: If a message fails, check the workflow Action logs in HubSpot for the specific error. This will help identify whether the issue is related to the number, the user, or message segment limits.

Limits and constraints

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

• 200 messages per minute
• 1,000 messages per hour
• 5,000 messages per day
• 10,000 messages per month

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

Message logging and replies

• HubSpot logging: Each SMS is automatically logged as an engagement on the HubSpot record.
• Aircall app: Messages appear as part of the ongoing conversation with the contact.
• Replies: If the contact replies, you can view and respond in the Aircall app or the HubSpot CTI.

Managing opt outs

Aircall does not provide built in opt out management. You must configure your own opt out logic in HubSpot.
For example, you can create a workflow that updates a property when a contact replies with a keyword like Stop and then use that property to prevent further messages.