Aircall SMS in Hubspot Workflows - Using the Branch Action to configure multiple paths within a workflow.

Using the Branch Action to Configure Multiple Paths for Aircall SMS in HubSpot Workflows

You can enhance your customer engagement by automating Aircall SMS messaging within HubSpot workflows. This integration allows you to create personalized and dynamic messaging flows based on specific triggers, actions, and criteria.

Step 1: Set Up Custom Properties for Aircall Integration in HubSpot

Before you can configure workflows with Aircall SMS, you need to create custom properties for the Aircall integration in HubSpot. Follow these steps to add these properties:

Creating Custom Properties for Aircall Integration in HubSpot

Step 2: Enabling Aircall SMS in HubSpot Workflows

Once the custom properties are set up, you can configure your HubSpot workflows to incorporate Aircall SMS. This feature is currently in private beta. To enable Aircall SMS in your account, please reach out to your Customer Success Manager. Additionally, you must have at least one Aircall number enabled for messaging to use this feature.  For detailed steps on adding Aircall SMS to your HubSpot workflow, follow this guide:

Send SMS from HubSpot Workflows with Aircall Numbers

Aircall does not currently provide an out-of-the-box solution for managing opt-outs, but you can configure this logic directly within HubSpot workflows.

Here are some options for managing opt-outs:

• Opt-Out URL/Page: Generate an opt-out page or URL where customers can opt out from receiving messages.
• Keyword-Based Opt-Out: Encourage customers to send a message with the word "Stop" to opt-out. You can then configure your workflows to update a record property to mark the customer as opted-out, thus enforcing this rule for all future messaging.

Step 3: Using the Branch Action to Manage Multiple Paths in Your Workflow

To create different workflows based on customer responses, such as opting in or opting out, you can use the Branch Action in HubSpot workflows. This allows you to direct customers down different paths based on specific conditions, such as the message they send.

Example Workflow for Opt-In/Opt-Out Logic

• If a customer texts "STOP," the workflow can send a confirmation SMS saying they will no longer receive messages.
• If the customer replies with "YES," you can configure a different set of actions (e.g., re-engagement message).
• For any other response (e.g., "NO"), the workflow can be set to trigger a different action or path.

For more information on how to set up branches, check out the official documentation here:
How to Use "If/Then" Branches in HubSpot Workflows

How to Configure the Branch Action

1. Select the 'Message' Property: When setting up branches based on customer responses, you will likely want to focus on the message sent by the customer. Choose the 'Message' property as the condition for your branches.
2. Configure Multiple Branches: Based on the customer's response, set up multiple branches that define the next action. For example:
   • Branch 1: If the message equals "STOP," the workflow sends an opt-out confirmation.
   • Branch 2: If the message equals "YES," the workflow sends a re-engagement SMS.
   • Branch 3: For any other response, the workflow takes an alternative action.

Here's a visual guide for configuring the branches:

• Step 1: Select the 'Message' property in the branch conditions.

• Step 2: Define the branches based on specific keywords like "STOP," "YES," or other responses.

• Step 3: Create customized actions for each path, such as sending SMS, updating record properties, or triggering other workflow actions.

By using the Branch Action, you can create dynamic, personalized workflows that react to customer actions, improving your overall customer engagement strategy.

If you need further assistance or clarification, feel free to reach out to the Aircall support team or your Customer Success Manager for more personalized guidance.