Quick tipHow toService Hub

Text-message support with an SMS channel in help desk

Customers text you; you reply from help desk.

Subscription
Needs an SMS add-on
Permissions
Help desk settings access
Time
3 min · Intermediate
Last verified

Short answer

HubSpot's KB: connect an SMS channel to help desk to receive and reply to texts. You can't initiate SMS from help desk or the CRM record, and messages are plain text only, so no images or files. HubSpot uses Twilio as the SMS provider for its SMS add-ons.

1. Channels

Channel settings in my demo portal.

Inboxes settings with the admin banner and the channels table highlighted
Admin banner (1) and channels (2).

2. Marketing SMS

See the SMS add-on.

3. Related

Logging SMS by API.

Sources

New field notes by email

One email when a new article publishes.

Still stuck?

If this did not fix it, the problem is probably specific to your setup. Book a call and we will look at it together.

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