HubSpot Help Desk SMS Channel

Aircall is now integrated as a messaging channel within HubSpot Help Desk, allowing businesses to manage SMS communication seamlessly. This integration supports two-way messaging.

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 an inbound message is 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

Dashboard Updates

• The HubSpot integration settings in the Aircall Dashboard will now include an additional section to show if a number is enabled for Calling, SMS, or both:

⚠️ Please note that Help Desk ticket creation rules in HubSpot will override Aircall’s native ticketing for SMS-enabled numbers.

• A banner will now be shown, prompting users to re-authenticate the HubSpot integration if necessary to enable the Help Desk SMS Channel feature:

Setup & Configuration

Connecting an Aircall Messaging Channel to Help Desk

⚠️ Please ensure the HubSpot integration has been re-authenticated before continuing.

1. Navigate to Setting Icon > Tools > Inbox & Help Desk > Help Desk > Channels
2. Click Connect a Channel and select Connect a new Channel, it will open a page where you will click:
   • SMS with Aircall → Continue with SMS with Aircall
3. A pop-up will open for Aircall Dashboard to choose SMS-capable numbers linked to your Aircall account. To ensure all appropriate numbers are listed, please make sure:

   • The numbers are associated with the HubSpot integration

   • The numbers are SMS capable

   • Your company has SMS enabled

   • The numbers do not utilize third-party messaging services

   • The numbers that are not connected to a public API 

   • The Helpdesk setting is enabled in the integration settings of the Aircall Dashboard
4. Select a number to connect (only one number can be chosen per channel account)
5. Confirm your selection, and HubSpot will enable it as a Help Desk SMS channel. It will automatically redirect to the HubSpot page, and if there are any errors it will be shown on that page

Managing Connected Numbers

Users can toggle whether they would like to Expose my numbers to HubSpot for Help Desk in the Hubspot Help Desk connection section of the integration settings in the Aircall Dashboard. In this section, users will also see all numbers connected for Calling and SMS:

Ticket Creation & Messaging Workflow

Responding to Messages from Help Desk

• Open the Help Desk ticket
• Select Aircall SMS channel from the channel dropdown
• Enter your message in the editor and click Send
• 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/or file attachments are not currently supported for outbound messages
• Tickets are not associated with engagements
• When connecting a number, an account token is provided with a short duration. Connection of a number must be completed within 5 minutes
• From Aircall's side, the Company will be sent to HubSpot as a sender, however Help Desk does not associate that company with the ticket, meaning SMS Help Desk tickets are not mapped to the company
• From Aircall's side, the Contact will be sent to HubSpot as a sender, however HubSpot will map the association of the ticket to that Contact. If a Contact is newly created, HubSpot may not associate the SMS Help Desk ticket with that Contact. Additionally, if the Contact's details (i.e. Phone Number) is updated after association, the ticket association will not change