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In this article, you will learn how to access Workflow Automations, use triggers, conditions, and actions, and build effective workflows.
User level: Admin

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Prerequisites

  • 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.

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Creating your workflow

  1. In HubSpot, go to Automation > Workflows.
  2. Click Create workflow > From scratch.
  3. Select Contact-based for your workflow trigger.
TIP: 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.
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.
CloudTalk does not support sending SMS messages to short/ short code phone numbers.
  • 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.

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FAQ

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Issue: SMS Messages Not Sending

This issue typically occurs when some or all parts of the workflow are incorrectly configured. Example:
  • The recipient number in the action is not formatted in E.164 (the international standard for phone numbers).
Solution:
  1. Open the workflow and navigate to History.
  2. Locate the Send SMS action that failed.
  3. Click Event Details to view the error.
  4. In the Server Response section, review the message.
  5. The most common issue is that the “recipient” is not added in an E.164 formatted phone number.
If the error is not in the Send SMS action, please contact HubSpot Support.

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Issue: CloudTalk Numbers Not Showing Up in the Workflow Action

This occurs when multiple CloudTalk companies are connected to the same HubSpot account. Solution:
  • To use this feature correctly, ensure that only one CloudTalk company is connected to your HubSpot account.

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Issue: CloudTalk ‘Send SMS’ Option Not Visible When Configuring the Workflow

There are two possible reasons for this issue:
  1. The user does not have an active HubSpot integration in CloudTalk.
  2. The workflow in HubSpot was not created with a Contact-based enrollment trigger.
Solutions:
  • Check HubSpot Integration in CloudTalk:
    1. In CloudTalk, go to Settings > Integrations.
    2. Confirm that your HubSpot integration is Active.
  • Ensure a Contact-Based Enrollment Trigger in HubSpot:
    1. In HubSpot, go to Automation > Workflows.
    2. Open the workflow and verify that the trigger type is Contact-based enrollment.
Following these steps should resolve the issue. If the problem persists, reach out to HubSpot Support for additional troubleshooting.
Need help or have a question? Just reach out through our Support portal — we’re here for you.