We’re introducing a change in how SMSs are logged in HubSpot! From now on, all SMS and MMS activities will be logged as engagements of the type SMS, using HubSpot’s communications API. This allows you to filter and track these interactions more efficiently, just like calls.
What’s Changing?
- SMS Logging as Engagements: Previously, SMS activities were logged in the activity timeline, which didn’t allow for easy filtering. Now, SMS will be logged as an engagement, providing better visibility and filtering options in your HubSpot records.
- MMS Logging: With the introduction of MMS, these will also be logged as engagements in HubSpot, just like SMS and calls, ensuring a unified view of all communications.
- New "Enable SMS/MMS Logging" Setting: A new option in your HubSpot integration settings will allow you to enable or disable SMS/MMS logging. By default, SMS/MMS logging will be enabled, but you can easily turn it off if needed.
Important Note: To see your MMS messages being logged with the media attached, you'll need to reauthenticate your HubSpot integration. A banner in the HubSpot integration settings will prompt you to start the re-authentication process. Be sure to complete this step to enable smooth MMS functionality.
How to Enable/Disable SMS/MMS Logging
You can control whether SMS and MMS messages are logged in HubSpot by adjusting the setting in the HubSpot integration dashboard. Here's a step-by-step guide to managing this setting.
- Access HubSpot Integration Settings and locate the SMS/MMS Logging Setting
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- In your dashboard, navigate to Integrations
- Select HubSpot Integration Settings
- Scroll to the section labeled Enable SMS/MMS Logging
- Adjust the Setting:
- The default option is set to Yes (SMS/MMS logging enabled)
- To disable SMS/MMS logging, select No
- Save your Changes
Understand SMS and MMS Logging
MMS Logging
The media file sent in the MMS will appear as an attachment to the engagement.
When sending an MMS, there may be a slight delay before the attachment appears in HubSpot. This delay happens because the attachment is processed asynchronously. If you notice a delay, give it some time for the attachment to display.
SMS Logging
The SMS is logged as an engagement and associated with the related HubSpot records.
Log Details
Outbound Message Details
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)
- Message: SMS Content
- See full conversation: click to see the full conversation the phone app
- MMS Attachment: only for MMS
Inbound Message Details
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)
- Message: SMS Content
- See full conversation: click to see the full conversation the phone app
- MMS Attachment: only for MMS
Owner Assignment
The Owner of the SMS engagement will be marked based on the following logic:
- 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. - 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. - 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.
Best Practices
Keep SMS/MMS Logging Enabled: For most users, enabling this feature will help maintain a comprehensive record of communications and provide better insights into customer interactions.
Filter SMS/MMS in HubSpot: Take advantage of HubSpot’s filtering options to quickly locate and analyze SMS/MMS engagements for specific contacts or campaigns.