Automate Sending Follow-Up SMS to Prospects After Unanswered Outbound Calls Using Aircall SMS in HubSpot Workflows

Using Aircall SMS in HubSpot workflows to automate follow-up messages after unanswered outbound calls is a game-changer for sales teams. It ensures prospects know who reached out, encouraging them to respond, while saving agents time for higher-value tasks like calls and closing deals.

This integration boosts efficiency and enhances the prospect experience with immediate, personalised follow-ups. SMS is logged against the Contact record in HubSpot, and SMS conversations are also logged and assigned in Aircall Workspace, allowing agents to quickly address responses and maintain seamless engagement across SMS and calls. This streamlined approach strengthens sales operations and maximizes outreach efforts.

This process is easily implemented using a single Aircall tag and a simple HubSpot workflow. 

⚠️ Please note - Aircall Workflow SMS is currently in beta. Please reach out to your Aircall point of contact to have this enabled for you

Step One: Creating Aircall Tags

Our first step is to created a dedicated tag that will be used during calls to trigger the SMS workflow. 

1. Log in to your Aircall Dashboard 
2. Navigate to Call Settings ➡️ Tags
3. Create a new tag called 'No Answer Send SMS' (or a similar name that aligns with your internal processes). 

Step Two: Configuring the HubSpot Workflow Enrolment Trigger

Navigating now to HubSpot, we can begin building our HubSpot Workflow. 

1. Select Workflows under the Automation menu on the left-hand side of the screen
2. Select 'Create a new workflow ➡️ Create from scratch'
3. Select 'Contact-based ➡️ Blank workflow' 
4. Press 'Next'

We are now in the HubSpot Workflow editor and our first step is to configure the Enrolment trigger. 

For this workflow, we will be leveraging the Aircall custom property 'Last used Aircall tags'. This is a dynamic field that updates after the completion of each call with the most recent tags used. 

1. Click on the Enrolment trigger step to open up the editing side panel.
2. Under 'Automatically trigger enrolment', select 'when filter criteria is met'. 
3. Under Object information, select Contact properties. 
4. Use the search bar to find the property 'Last used Aircall tags'
5. Set the criteria to 'is equal to' and type the name of the tag you created in Step 1 (No Answer Send SMS)
   • 💡If your internal process involves adding multiple tags during a call, adjust the criteria to 'contains any of' for flexibility. This means the workflow can still be triggered even if there are other tags present on the call activity.

In regards to re-enrolment, you must decide whether you would like the prospects to be able to re-enter the workflow and therefore receive the same message again at a later date. In this case, we want to the prospects to only receive this particular message once in the sales cycle at this specific moment of outreach. Therefore, we have not opted for re-enrolment. However, if you decide to allow it, use the 'Last used Aircall tags' property as the criteria.

Step Three: Add the Aircall SMS Action

The next and final step in our workflow is to add the Aircall SMS action. This SMS will be sent once a contact successfully enrols in the workflow by meeting the criteria. 

1. Click on the + icon in your workflow to choose an action. 
2. Scroll down to Integrated apps and select Aircall: Send SMS - Beta. 
3. Configure the following fields: 
   • Aircall Number: select the Aircall number you wish the SMS to be sent from. Please note, the number must be connected to the integration. 
   • Assigned User: select the user to whom the conversation should be assigned to in Aircall Workspace, and also be the assigned sender of the message in the logged activity in HubSpot
   • Recipient Phone Number: map the SMS to the appropriate phone number field on the contact record (e.g., Mobile Number). Ensure this field contains a valid SMS-capable number. 

Finally, you’ll need to craft the message that will be sent. You can write any message you’d like and even personalise it by incorporating HubSpot record tokens. These tokens dynamically populate with the recipient’s details. To do this, simply click within the text box where you want to insert a property, and a list of available text properties will appear for you to choose from.
 

Your workflow is now complete, and should look like the below: 

You are now ready to review and publish your workflow, and run some test calls! 🎉

💡Food for Thought

• Aircall Workflow SMS is still in beta, so we are actively working on improving and refining the flexibility of the tool. 
• If you have multiple Aircall numbers to apply this workflow to, it can currently be configured for only one number per workflow. However, you can easily clone the workflow as needed and make minor adjustments to the Aircall SMS action.
• When using this workflow with a shared sales number, you can designate a team lead or manager as the Assigned User. They will automatically receive the conversation in Aircall Workspace and can easily reassign the lead to the appropriate team member using the "Assign Conversation" feature.