Automating follow-up SMS messages after unanswered outbound calls ensures that prospects know who reached out, encouraging them to respond while saving your sales team valuable time.

By leveraging Aircall SMS within HubSpot workflows, you can deliver instant, personalized follow-ups that enhance engagement and improve your sales pipeline efficiency.

All SMS messages sent through this automation are:

  • Logged against the contact record in HubSpot, and

  • Assigned in Aircall Workspace, allowing agents to manage conversations and follow-ups seamlessly across both platforms.

This process requires just one dedicated Aircall tag and a simple HubSpot workflow.

Step 1: Create an Aircall tag

Start by creating a dedicated Aircall tag that will trigger your workflow in HubSpot after an unanswered outbound call.

Steps:

  1. Go to Aircall Dashboard > Call Settings > Tags

  2. Click Add a tag and name it something descriptive, such as No Answer Send SMS (or another name that fits your internal workflow).

Step 2: Configure the HubSpot workflow enrollment trigger

Now switch to HubSpot to create the workflow that will send the SMS message.

Steps:

  1. In HubSpot, go to Automation > Workflows.

  2. Click Create workflow > From scratch > Contact-based > Blank workflow, then click Next.

  3. In the Workflow editor, click on the Enrollment trigger step to open up the editing side panel.

  4. Under Automatically trigger enrollment, select when filter criteria is met.

  5. Under Object Information, choose Contact properties.

  6. Search for the property Last used Aircall tags.

  7. Set the criteria to is equal to, and type the tag name you created in Step 1 (for example, No Answer Send SMS).

Tip: If your internal process involves applying multiple tags during calls, use contains any of instead of is equal to.
This ensures the workflow triggers even when multiple tags are present.
KB_hubspot_followup_sms_enrolment trigger.png

Re-enrollment settings

Decide whether contacts should re-enter the workflow in the future. In this example, prospects should only receive this follow-up once per outreach cycle, so re-enrollment is disabled. If you want to allow re-enrollment, use the Last used Aircall tags property as the criteria.

Step 3: Add the Aircall SMS action

Finally, add the action that will automatically send the SMS message when the workflow is triggered.

Steps:

  1. Click the + icon in your workflow.

  2. Scroll to Integrated apps and select Aircall: Send SMS.

  3. Configure the following fields:

    • Aircall number: select the Aircall number that should send the message. The number must be connected to your HubSpot integration.

    • Send As User: choose which user the message should be sent as. The dropdown is filtered to show only users associated with the Aircall number selected above. You can also select Custom Input to dynamically map the sender user using a HubSpot property (expected format: a valid Aircall user email address attached to the selected number). If you do not need to attribute the message to a specific user, leave this as the default.

    • Recipient phone number: map to the appropriate field on the HubSpot contact record (e.g., Mobile number). Ensure this number is valid and SMS-capable.

Writing your message

In the message field, craft your follow-up SMS. You can personalize it using HubSpot record tokens (such as the contact’s first name, company name, or owner name).

To insert a token:

  1. Click in the text box where you want to add it.

  2. Choose a property from the list that appears.

Screenshot 2024-12-23 at 8.00.34 pm.png

Once your message and logic are configured, review and publish your workflow. It should look similar to the example below:

Screenshot 2024-12-23 at 8.30.04 pm.png
Important: If you use Custom Input for the Send As User field, the value must be a valid Aircall user email address associated with the selected number. If the user is not found on that number, or has no remaining message segments, the message will not send and an error will be logged in the workflow's Action logs.

Food for thought

  • Multiple Aircall numbers: each workflow can only be configured for one Aircall number at a time. If you use several numbers, simply clone the workflow and adjust the SMS action to the desired number.

  • Shared numbers: when using a shared sales line, you can assign a team lead or manager as the Send as User. They will automatically receive the conversation in Aircall Workspace and can reassign it to the correct team member using Assign Conversation.