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?
This feature is in private beta. To enable it in your account, please reach out to your customer success manager.
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 - Beta” 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.
- If you see the message, “This feature is in private beta and currently not enabled in your account,” in the Aircall Number dropdown, it means the feature is not enabled for your company. Please contact your customer success manager.
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:
- There is a daily limit of 5000 and a monthly limit of 10000 messages that can be sent from a given user and a given phone number.
- 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.