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Logging Your SMS in HubSpot

Jordan W.
  • Updated

Please note that in order to see SMS messages in HubSpot, you will need to adjust your Activity Filters on your Contacts/Companies to include events from the Aircall Integration:

SMS Logs - Information

Each SMS message will be logged based on the numbers assigned to your integration, along with your Business Hours setting (either logging calls only during business hours, or at all times). Messages will be logged as HubSpot timeline events on the respective Contact or Company, with the following information:

For Outbound Messages -

The Subject will be 'SMS sent from Aircall Agent Name via Aircall Number Name to HubSpot Contact First & Last Name or Company Name'

With the Details of:

  • Sent from: Aircall Number (E164 format)

  • Sent to: HubSpot Contact/Company Number (E164 format)

  • Status: Status Name (Sent, Delivered, or Not Sent based on the logic detailed below)

  • Owner: Aircall Agent's Name in HubSpot, HubSpot Contact/Company Owner's Name, or HubSpot Admin Name based on the logic detailed below

  • Message: SMS Content

For Inbound Messages -

The Subject will be 'SMS received from HubSpot Contact First & Last Name or Company Name on Aircall Number Name'

With the Details of:

  • Sent from: HubSpot Contact/Company Number (E164 format)

  • Sent to: Aircall Number (E164 format)

  • Status: Status Name (Received)

  • Owner: Aircall Agent's Name in HubSpot, HubSpot Contact/Company Owner's Name, or HubSpot Admin Name based on the logic detailed below

  • Message: SMS Content

Status Assignment:

The Status of of the SMS timeline event will be marked based on the following logic:

  1. For outbound messages, the Status will be -
    -Sent for messages which have been sent, but not delivered to the receiver yet.
    -Delivered once the message has been delivered to the receiver.
    -Not Sent for messages that did not send.

  2. For inbound messages, the Status will be Received for messages which have been received.

Owner Assignment:

The Owner of the SMS timeline event will be marked based on the following logic:

  1. For outbound messages, the Owner will be the name found in HubSpot for the Aircall Agent which sends the message, so long as they are a user in both Aircall and HubSpot, with the same email address in each platform.

    Should the Aircall Agent not be a HubSpot user, or should their email not match in both accounts, the Owner is selected to be the HubSpot Contact/Company Owner for the Contact/Company the message was sent to.

    Should the Company/Contact have no Owner the Owner of the message is marked as the HubSpot Admin who installed the integration.

  2. For inbound messages to Aircall numbers with only one user assigned, the Owner will be the name found in HubSpot for the Aircall Agent assigned to the line, so long as they are a user in both Aircall and HubSpot, with the same email address in each platform.

    Should the Aircall Agent not be a HubSpot user, or should their email not match in both accounts, the Owner is selected to be the HubSpot Contact/Company Owner for the Contact/Company the message was sent to.

    Should the Company/Contact have no Owner the Owner of the message is marked as the HubSpot Admin who installed the integration.

  3. For inbound messages to Aircall numbers with more than one user assigned, the Owner is selected to be the HubSpot Contact/Company Owner for the Contact/Company the message was sent to.

    Should the Company/Contact have no Owner the Owner of the message is marked as the HubSpot Admin who installed the integration.

Timestamp Selection:

Each timeline event for messages will contain a timestamp reflecting the time the message was Delivered for outbound messages, or Received for inbound messages.

For more information on how existing Contacts and Companies are searched for logging, New Contact Creation, and the Contact Sync feature, please visit this page.

Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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