Setup/ things to consider before starting

  • Ensure you have Configured your HubSpot integration in CloudTalk.

  • Confirm you have the Workflows feature in HubSpot.

  • Confirm your HubSpot user account has access to this feature.

Creating your workflow

  1. In HubSpot, go to Automation > Workflows.

  2. Click Create workflow.

  3. Select Contact-based for your workflow trigger.

    đź’ˇTIP: the CloudTalk SMS action is only available for Contact-based workflows.

4. Configure an enrollment trigger for your workflow. See HubSpot’s guide on enrollment triggers for more details.

5. Click the + icon and find the CloudTalk Send SMS action.

đź’ˇ TIP: You can add additional actions before or after the CloudTalk Send SMS action.

Learn more about HubSpot workflow actions here.

6. Set up the following in the CloudTalk Send SMS action.

CloudTalk number - The sender. Must be an SMS-enabled number CloudTalk number.

Recipient number - A HubSpot Contact field with an E.164 formatted phone number.

Text - The SMS, you can add dynamically-filled fields that will be filled based on the HubSpot contact in the trigger.

7. To enable the workflow, click Review and Publish. See HubSpot’s guide for further details on the options and logic in this step.

FAQ

Issue: SMS messages not sending

This typically happens when some or all of the workflow is incorrectly configured.

Example:

The Recipient number in the action isn’t an E.164 formatted phone number field.

Solution:

Open the workflow and go to History. Find the Send SMS action that failed along with its error and click Event details. In the Server Response section, you can review the message. The most common issue causing the Send SMS step to fail is that the “recipient” isn’t added as an E.164 formatted phone number.

The image below shows an error caused by a missing valid recipient number.

If the error isn’t in the Send SMS action, please contact HubSpot Support.

Issue: CloudTalk numbers don't show up in the workflow action

This happens when the user connect multiple CloudTalk companies to the same HubSpot account.

Solution:

If you want to use this feature, only connect one CloudTalk company to your HubSpot account.

Issue: user can't see the CloudTalk send SMS option when configuring their workflow

There are 2 possible reasons for this:

  1. The user doesn’t have an active HubSpot integration in CloudTalk.

  2. When creating the workflow in HubSpot, the user didn’t choose a Contact-based enrollment trigger (see above for instructions on setting up workflow with contact-based trigger).

Solutions:

The user doesn’t have an Active HubSpot integration in CloudTalk.

  • In CloudTalk, go to Settings > Integrations, and confirm you have an Active HubSpot integration.

When creating the workflow in HubSpot, the user didn’t choose a Contact-based enrollment trigger.

  • In HubSpot, go to Automation > Workflows, and open the workflow. The trigger must be a Contact enrollment trigger.

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