How to Use the SMSFactor app on HubSpot

Now that you have installed the SMSFactor app from your HubSpot account, you can start sending SMS messages.

In this tutorial, we will cover how to:

Send individual SMS messages from the Object Records

Send individual SMS messages from Workflows

Send multiple SMS messages from Workflows

Step 1 : Sending SMS Messages with the SMSFactor App

Option 1 : Sending individual SMS messages from the object Records

The first option to send your SMS messages from the SMSFactor App is directly via a HubSpot Object. You can send SMS from contact records, company records and also from deals. For deals, we directly retrieve the phone number of the contact or company associated with the transaction .

When a HubSpot Object is opened, several pieces of information can be found on the right side. You can find the number of SMS sent to the contact, company or deal, the number of credits remaining or consumed in your SMSFactor account, the last 3 messages sent (with date of sending, status and content of the message) and finally a "send an SMS" button. Also note that at the end of the installation of the App, this information will be visible at the bottom of the column .

Sending a message directly to a contact using a saved telephone number.

Type of sending: There are two types of messaging: marketing and transactional. Even if it concerns the same product, the legislation is not the same. Transactional SMS messages have no restrictions, but marketing SMS messages cannot be sent between 20:00 and 8:00 nor on Sundays or bank holidays in France (Different rules may apply in your country. For more information please contact us). Marketing SMS messaging must always offer a way to unsubscribe via replying with the word STOP or by providing a link to unsubscribe (depending on local legislation).

Choose the number to which the SMS will be sent: You have the possibility to choose which number associated with your HubSpot Object will be used for sending. If there are multiple phone numbers registered, you will have the option to choose one of them.

Customize the sender: You can, if you wish, customize the sender of your SMS messages within the limit of 11 alphanumeric characters (depending on the country's regulations). It is important to know that when you personalize the sender, the SMS reply function is no longer available.

Message : Create your SMS message! You can also use one of the templates saved in your SMSFactor account.
Note : SMS messages are 160 characters in length. You can send a message longer than this, but it will be counted as follows: 1 SMS message extra for every extra 153 characters.

Allow or not UNICODE with special characters: By activating this option, you can add emojis or special characters within your message. If you activate this option, the SMS is then composed of 70 characters. Beyond this limit, multiple SMS messages can be counted.

Add a shortened URL: add a shortened tracked link to your message. Has your customer downloaded your document? Did they click to book an appointment? You’ll know everything! To do this, click on "Add a shortened URL" and you will be able to insert a link in your message.

Add Object Properties: By clicking on customize, you will be able to add one or more property tokens to your SMS. To do this, select the HubSpot ID of the property you want to add to your SMS. To identify which tokens correspond to which ID in your HubSpot account, go to: Data Management -> Properties.

Choose the date and time to send: You can choose a specific date to send on a delayed basis or send instantly.

Create SMS templates: It is possible to create SMS templates yourself to send more quickly on a daily basis by saving them by clicking on "Save as template" which appears when you start writing the message. These templates will then be saved to be reused for the next SMS sendings.

Option 2: Send single SMS messages using the scenarios of your choice via Workflows

The second option for your SMS sending is via a workflow. A workflow is a HubSpot feature that automates actions using triggers. HubSpot Objects will be entered into a Workflow based on a trigger, such as a change in an object property value for example. Then, the configured actions will be executed (like an internal task creation, a SMS sending, etc).

You have to choose which HubSpot object the workflow should be based on. The action of the app is a bit different depending on the HubSpot object chosen. It will be the same for contacts and companies but it will be different for deals. Indeed, deals do not have phone number properties. So we will look for the phone number of the associated contact or company. If there is no result, then the SMS cannot be sent.

You can automate SMS messages in your workflows by adding an action in the same way that you would send a marketing email or create a task, for example.

You can set up the SMS message that you would like to be sent to the contacts in your workflow.

Recipient number: Select the property containing the telephone number of your contacts.

Edit sender: You can, if you wish, edit the name of the SMS sender with a limit of 11 alphanumeric characters (depending on local legislation).You should know that if you edit the sender, the recipient cannot reply to the SMS message.

Type of sending: There are two types of messaging: marketing and transactional. Even if it concerns the same product, the legislation is not the same.
Transactional SMS messages have no restrictions, but marketing SMS messages cannot be sent between 20:00 and 8:00 during the week nor on Sundays or bank holidays. In addition, marketing SMS messages must always provide the recipient a way to unsubscribe, either by STOP reply or with an unsubscribe link (depending on country regulations).

Add the STOP option: for marketing SMS messages, you are legally required to offer recipients a way to unsubscribe or stop receiving marketing communications.

Message : Create your SMS message! You can use personalisation tokens to personalize the message to the recipient. You can also use one of the templates saved in your SMSFactor account.
Note: SMS messages are 160 characters in length. You can send a message longer than this, but it will be counted as follows: 1 SMS message extra for every extra 153 characters.

Option 3: Send bulk SMS to a list of contacts via workflows

The third option allows you to send mass SMS messages to a list of contacts using HubSpot workflows.

You can, thanks to workflows, send an SMS message to a list of contacts. To do this, you need to create a workflow based on contacts for a given date.

In "Set up triggers", choose "List Memberships" and choose the list of contacts that you would like to send an SMS message to.

In the "Specify a date" field, choose the date on which you would like to send your campaign.

In "Delay" you can choose when it will be sent.

Step 2 : Find SMS messages that have been sent to your contacts

You can browse your SMS messaging history directly from your contact records. You can also find reports in your SMSFactor account.

With each SMS message sent, be it via workflow or from your HubSpot object records, an event will be created on your contact's timeline. The event will contain the details of the SMS message sent: Number, sender, send date, type of sending, and message cost.

Your messages will be accessible and visible in conversation mode thanks to the chat function. You can directly have a conversations with your contact here.

Step 3: Manage your SMSFactor account.

You can modify or create several things on your SMSFactor account or in relation to your timeline events. To do so, you have to go to the HubSpot account settings and to "Account setup". Then you have to click on "Connected Apps" and choose the SMSFactor app. You will then land on the configuration page of your SMSFactor account.

Manage your properties

It is possible to manage your token properties in 2 different places. Either directly from a contact, company or deal or from the SMSFactor App settings. In order for the events created by the app to be visible, you must click on "Filter activity" and check "SMSFactor" in the "Integrations" menu.

All the properties created for each contact are updated each time a SMS message is sent and also each time the page is refreshed. These properties are easy to use and also allow you to create workflows more easily! For example, it is possible to create a workflow to send an SMS to people who clicked on a link in the last campaign sent. Note that there are 5 different timeline events available in the activity feed of a HubSpot object:

Manage your SMSFactor timeline events

-SMSFactor - Sent: When an SMS has been sent. The created event has the SMS information and a link to the campaign report.

-SMSFactor - Acknowledgement of receipt: It is available when an acknowledgement for an SMS is received. It also contains the status of the message. It also updates the status of the last SMS sent and also the unassigned numbers if it is not assigned anymore.

-SMSFactor - Received message: When you receive a response to an SMS. It contains the elements of the SMS and the answer but also a link to continue the discussion.

-SMSFactor - Unsubscribe: When you receive a "STOP" message. It contains the information of the received message. The "STOP" also updates the "SMSFactor - Unsubscribed" property.

-SMSFactor - Clickers: When a message was sent with a shortened link and the recipient clicked on it. The event contains the information of the message and also the click.

From the beginning all events are automatically disabled except "SMSFactor -Sending" which is always created, so it's up to you to enable or disable those that you find useful or that could disturb your activity feed. To disable them, you have to go to the SMSFactor App settings: Settings > Integrations > Connected applications > SMSFactor > Actions > Access settings.

Access your SMSFactor account

It is therefore also possible to manage your SMSFactor account with the "Edit account/ Modifier le compte" button.

You can then see the SMSFactor account that is connected, the number of credits remaining or consumed, the number of SMS sent using the app or a form (email/password) to modify the account associated with it.

Uninstalling the app

Find out how uninstall SMSFactor from your HubSpot account in our installation guide.