Send SMS from HubSpot workflows with Aircall numbers – Aircall

What is it?

Configure Aircall Send SMS action to automatically send SMS messages directly from HubSpot workflows, making it easier to engage with your customers based on specific triggers and criteria. This feature is available to all customers and offers seamless integration with Aircall for streamlined communication.

How to access it?

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

How to set it up?

To configure the Send SMS via HubSpot workflows, follow these steps:

Select the Action

In your HubSpot workflow, choose to add an action and then find and select the “Send SMS” action under the Aircall section.

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

Fill in the Required Fields

Aircall Number (From):

Select an SMS-capable Aircall number from the dropdown. Only mobile-enabled numbers linked to your HubSpot integration will be listed.
If there are no SMS-enabled numbers, the list will appear empty, and the action cannot be saved.

Why is there no number displayed?

We only display the following types of numbers:

Numbers connected to the HubSpot integration.
SMS-capable numbers.
Numbers from companies having the SMS feature enabled.
Numbers that do not utilise the third-party messaging services.
Numbers that do not utilise the Aircall Messaging API.

We are caching the data for performance purposes so any recent changes will take 10 minutes to be taken into account.
Please note that when there are multiple integrations and numerous connections related to those integrations, the page may take some time to load. If it does not load properly, please refresh the page to display the data.

Sender User:

Choose one user associated with the selected Aircall number. The list of users will only show those linked to the number you’ve chosen.
Tip: Newly connected numbers or users may take up to 10 minutes to appear due to caching.

Recipient Number (To):

Select the phone number field from your HubSpot object (e.g., Contact, Deal) where the SMS will be sent.

Message:

Write the SMS content, up to 1,600 characters, and use HubSpot record tokens to personalize the message (e.g., {{Contact.FirstName}}).

Save the Action:

Ensure all required fields are populated before saving the action. If any fields are missing or invalid, the action cannot be saved.

Notes and Considerations:

The phone number used in the "Recipient Number (To)" field must include the Country Code (e.g., +1 for US numbers). Without it, the SMS will fail to send, even if the rest of the number format is correct.
- If your phone numbers are stored in formats without the country code (e.g., XXX-XXX-XXXX or (XXX) XXX-XXXX), you’ll need to update them to include the correct country code for successful message delivery.
The number you are messaging needs to include the Country Code
The limits are as follows for a given user and a given Aircall number and they cannot be increased :
- 200 messages per minute
- 1000 messages per hour
- 5000 messages per day
- 10000 messages per month

The messages selected from the workflow action will account for the limit of the “Aircall Number” and the “Sender User” chosen in the action configuration.
If a message fails to be sent due to the limit constraints, in this beta phase we will not attempt to send the message again.
You can check the success of the send message action in the “Action logs” section of the workflow.

Message Logging and Ongoing Conversation

Each SMS sent via a HubSpot workflow is automatically logged as an engagement in the corresponding HubSpot record.
Additionally, the message will appear in the Aircall app as part of the ongoing conversation with that specific contact, as long as the contact exists in Aircall.
If the recipient replies to the SMS, you’ll be able to view their response and continue the conversation in the Aircall app or the HubSpot CTI. The subsequent messages will also be logged as an engagement in the appropriate record.
Aircall does not have an out of the box way to manage Opt-outs. You can configure your logic for opt-out management in HubSpot. Some potential options you can explore is to generate an opt-out URL/page or by recommending customers to send a message with the word “Stop” and configure in workflows an update to a record property to mark the customer as opt-out, enforcing this rule in your messaging workflow triggers.