HubSpot Help Desk SMS Channel

Aircall is now integrated as a messaging channel within HubSpot Help Desk, allowing businesses to manage SMS communications directly in HubSpot. This integration supports two-way messaging for a seamless customer communication experience.

Key features

• Enable Aircall SMS as a custom channel in HubSpot Help Desk

• Select Aircall numbers to connect as Help Desk SMS channels

• Automatically create tickets in Help Desk when inbound messages are received

• Log messages within the Help Desk ticket view

• Reply to SMS messages directly from a Help Desk ticket

• View connected numbers in the Aircall Integrations Dashboard

• Stop Aircall-based ticket creation for numbers assigned to Help Desk SMS

Setup and configuration

Connecting an Aircall messaging channel to Help Desk

Important: Please ensure the HubSpot integration has been re-authenticated before continuing.
A banner will appear prompting users to re-authenticate the HubSpot integration if necessary to enable the Help Desk SMS Channel feature.

1. In HubSpot, navigate to Settings Icon > Tools > Inbox & Help Desk > Help Desk > Channels.

2. Click Connect a Channel, then select Connect a new Channel.

3. On the next page, choose SMS with Aircall > Continue with SMS with Aircall.

4. A pop-up will open in the Aircall Dashboard where you can select SMS-capable numbers linked to your Aircall account.

To ensure all appropriate numbers are listed, make sure:

• The numbers are associated with the HubSpot integration

• The numbers are SMS capable

• Your company has SMS enabled

• The numbers do not use third-party messaging services

• The numbers are not connected to a public API

• The Help Desk setting is enabled in the Aircall Dashboard integration settings

5. Select a number to connect (only one number can be chosen per channel account).

6. Confirm your selection. HubSpot will enable the number as a Help Desk SMS channel and automatically redirect to the HubSpot page.

   • If there are any errors, they will be displayed on that page.

Managing connected numbers

Users can manage Help Desk connections from the HubSpot Help Desk connection section in the Aircall Dashboard integration settings.

• Toggle Expose my numbers to HubSpot for Help Desk to control visibility of numbers available for Help Desk use.

• In the same section, users can also view all numbers connected for Calling and SMS.

Ticket creation and messaging workflow

Important: Help Desk ticket creation rules in HubSpot override Aircall’s native ticketing for SMS-enabled numbers.

Responding to messages from Help Desk

1. Open the Help Desk ticket.

2. Select the Aircall SMS channel from the channel dropdown.

3. Enter your message in the editor and click Send.

4. The response will be logged in both the Help Desk ticket and the associated contact record.

Limitations

• Only plain text messages are supported.

• MMS and file attachments are not currently supported for outbound messages.

• Tickets are not associated with engagements.

• When connecting a number, an account token with a short duration is issued; connection must be completed within 5 minutes.

• From Aircall’s side, the Company is sent to HubSpot as the sender, but Help Desk does not associate the company with the ticket.

• From Aircall’s side, the Contact is sent to HubSpot as the sender; however:

  • HubSpot will associate the ticket with the contact if it exists.

  • If a new contact is created, HubSpot may not associate the SMS Help Desk ticket with that contact.

  • If a contact’s details (for example, phone number) are updated after the ticket is associated, the association will not change.