In a business environment where rapid, personalized communication is essential, HubSpot has extended the functionality of its automation tool by enabling personalized SMS to be sent across all types of workflows.
This evolution offers companies a new dimension in interacting effectively with their customers.
The evolution of HubSpot workflows
Previously, the "Send SMS" action was limited to contact-based workflows. This restriction prevented users from fully exploiting the potential of SMS in other automated processes.
With the recent update, HubSpot has lifted this limitation, enabling the integration of SMS into various types of workflows, including:HubSpot Knowledge Base
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Contact-based workflows: Management of direct customer interactions.
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Company-based workflows: Targeted communication with partner or customer companies.
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Transaction-based workflows: Notification of business transactions.Sinch MessageMedia
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Ticket-based workflows: Updates and follow-up on support tickets.
How to configure SMS sending in different workflows
To integrate SMS sending into your workflows, follow these steps.
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Create an SMS message:
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Go to Marketing > SMS in your HubSpot account.HubSpot Knowledge Base+1HubSpot Knowledge Base+1
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Click on Create a message.HubSpot Knowledge Base+1HubSpot Knowledge Base+1
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Write your message and configure the required parameters.
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Save the message.
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Add the "Send SMS" action to the workflow:
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Navigate to Automation > Workflows.HubSpot Knowledge Base+4HubSpot Knowledge Base+43 & Four | HubSpot Partner Agency+4
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Select an existing workflow or create a new one.
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Define the registration criteria for the workflow.HubSpot Knowledge Base
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In the workflow editor, click on the + symbol to add an action.HubSpot Knowledge Base
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In the left-hand panel, click on Communications and select Send SMS message.
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Select the SMS message you have created.
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Specify the recipient contact or use filters to target a specific segment.
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Save workflow changes.
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This integration simplifies the automation of communications and ensures a consistent customer experience across various contact points.
Use cases for SMS in different workflows
The addition of the SMS action opens the way to a variety of practical applications:
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Contact-based workflows:
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Welcome: Send a welcome message to new subscribers.
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Nurturing: Share relevant content to maintain the relationship.
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Abandoned cart recovery: Remind customers of items left behind.
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Company-based workflows:
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Partner Notifications: Inform partners of new opportunities.
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Account updates: Communicate important account changes.
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Transaction-based workflows:
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Order confirmations: Confirm purchases made.HubSpot Knowledge Base
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Payment reminders: Alert you to upcoming or overdue payments.
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Ticket-based workflows:
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Status updates: Inform customers of the progress of their tickets.
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Ticket closure: Notify resolution of a reported problem.
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Best practices for sending automated SMS messages
To maximize the effectiveness of your automated SMS campaigns, consider the following recommendations:
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Personalization: Use personalization tokens to address contacts by name and tailor content to their preferences.
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Timing: Schedule SMS messages to be sent at appropriate times, taking into account time zones and local times.
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Consent: Ensure that contacts have given their consent to receive SMS messages, and comply with all applicable regulations.
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Concise content: Messages should be clear and concise, with a clear call to action.
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Tracking and analysis: Monitor open, click and response rates to evaluate effectiveness and adjust strategies if necessary.
The extension of SMS functionality to all types of HubSpot workflows represents a major step forward for companies seeking to automate and personalize their communications.
This capability enriches customer interactions and optimizes marketing processes. To take full advantage of this functionality, it is essential to understand the different workflow configurations and to apply best practices in SMS communication.