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Text From HubSpot Inbox & Help Desk With Custom Channels

Get native SMS support in your HubSpot Inbox and Help Desk

Written by Joshua Smith

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Salesmsg now seamlessly integrates with HubSpot's Inbox and Help Desk through the Custom Channel API, allowing you to manage SMS conversations natively within HubSpot. This upgrade provides a more streamlined messaging experience than the traditional Salesmsg widget.

Key Benefits

✅ Seamless Ticket Management
Send and receive SMS messages directly within HubSpot Help Desk tickets, improving customer support efficiency and reducing the need to switch between platforms.

✅ Unified Inbox Experience
Manage SMS conversations alongside emails within the HubSpot Inbox, creating a centralized communication hub for improved organization and productivity.

✅ Smart Ticket Assignment
Help Desk tickets created from custom-channel SMS conversations can be automatically assigned to the ticket owner or a mapped user, based on Contact owner or Conversation assignee.

*Please note - The HubSpot Inbox feature is exclusive to HubSpot Enterprise users.

How to Connect

  1. Make sure that HubSpot Custom Channel API BETA is enabled for your HubSpot account. To do that:

    1. Go to https://app.hubspot.com/l/product-updates/ and search for "Custom Channel". Enable beta if needed.

  2. Navigate to Salesmsg Settings - Integrations - HubSpot

  3. Reconnect your HubSpot integration and confirm new scopes

  4. Navigate to HubSpot Inbox - Actions - Connect a Channel

  5. Click "Add Custom Channel" and select Salesmsg

  6. Select your Salesmsg Inbox that you want to use for HubSpot Inbox or Help Desk

  7. Send inbound message to Salesmsg number and observe that new conversation in HubSpot Inbox got created

Frequently Asked Questions

I'm trying to connect my HubSpot Inbox with Salesmsg but I am getting a "403. Request returned no access, or forbidden” error?

If you're trying to connect your Salesmsg Inbox to HubSpot, please note that the HubSpot Inbox feature is exclusive to HubSpot Enterprise users.
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If you're already a HubSpot Enterprise user, then you'll just need to confirm that the Custom Channels API has been enabled for your HubSpot account on your end (you may need to reach out to HubSpot support for this).
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Do outbound messages create a new Help Desk ticket in HubSpot?

Only if the contact already has an open conversation in that connected inbox. An outbound message to a contact with no existing conversation there is not forwarded to HubSpot and does not open a ticket. When that contact later sends their first inbound message, Salesmsg forwards the most recent qualifying outbound message first (in its original send time), followed by the inbound message, so the resulting ticket opens with the message they're replying to. This applies to outbound messages sent any way, from the web or mobile app, the Chrome extension, the HubSpot CRM card, Slack, Front, broadcasts, workflows, campaigns, AI agent messages, CRM triggers, surveys, scheduled sends, or the Public API. Organizations with HIPAA enabled remain unaffected, as before.

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