# HubSpot messaging

SMS  
WhatsApp  
Viber  
RCS

The Infobip Messaging app connects your HubSpot customer engagement with Infobip SMS, WhatsApp, Viber, and RCS channels, enabling you to send messages directly from HubSpot.
  
With this integration, you can:

- Manage two-way conversations in the HubSpot Inbox
- Track message delivery and read status in the contact’s activity log

In HubSpot Automation, you can:

- Send SMS messages using a Workflow action that includes sender selection, a text field for message content, and options for URL shortening and regional settings (for example, India, Türkiye)
- Send WhatsApp messages using a Workflow action that includes sender and template selection, fields for message content (placeholders, media URLs), and URL shortening
- Send Viber messages using a Workflow action that includes sender and template selection, fields for message content (placeholders, media URLs), and URL shortening
- Send RCS messages using a Workflow action that includes sender and template selection, fields for message content (placeholders, media URLs), and URL shortening
- Trigger automations based on SMS delivery reports
- Trigger automations based on WhatsApp delivery and read reports
- Trigger automations when a user sends a WhatsApp message
- Trigger automations from inbound messages

## What you will need

- An Infobip account. If you do not have one you can [create one](https://www.infobip.com/signup). See [Create an Account](https://www.infobip.com/docs/essentials/getting-started/create-an-account) for more information on Infobip accounts.
- A HubSpot account with Admin permissions
- An SMS sender. For more information, see [Senders and numbers](https://www.infobip.com/docs/sms/get-started/senders-and-numbers).
- A WhatsApp sender. To get a dedicated sender, use the instructions for [request sender registration](https://portal.infobip.com/apps/whatsapp/senders).
  
## Install the app
  
To install the Infobip Messaging app:

1. Go to the **HubSpot App Marketplace** and sign in with your Admin account credentials.
2. Search for and install the **Infobip Messaging app**.
4. On **HubSpot OAuth**, choose the HubSpot account to which you want to give access.
6. On the HubSpot **Settings** page, continue with configuration.

## Configure the app

Once you have installed the app, and you have your Infobip account, you can configure the general settings.

### Configure the general settings

Use the general settings to configure the accounts, channels, and numbers.

1. On the **Settings** page, go to **Integrations > Connected Apps**.
4. Ensure that your API key has the following API scopes enabled:

         inbound-message:read
         message:send
         account-management:manage
         numbers:manage
         whatsapp:manage
         subscriptions:manage
         application-entity:manage

5. Click **Next** to continue to the next step.
7. Click on a sender number to open the **Status** section. The status can be:  
   - Sender not connected to an inbox
   - Sender not eligible for two-way communication
   - Sender is connected and eligible - it then shows the **Inbound message URL**
9. When you have finished, click **Save**, and then click **Next**.
10. On **Summary**, review the summary of your configurations.
11. Click **Finish** to end the configuration.

### Configure inbound messaging

To trigger a workflow from an incoming message, you must set up the inbound configuration for your sender.

Configure the inbound connection from the Account configuration page in the **Numbers** section.

   You see the **Connect your Infobip account to HubSpot account** page, which starts the configuration of your accounts and channels.
2. Click **Next** to go to the **Configure channels** step.
4. In the **Connection Configuration** section, check the inbox connection status:
   - A green light shows that an inbox connection already exists.
5. To add an inbound connection for timeline events for workflow triggers, select **Connect inbound**.
6. When the inbound configuration is complete, the button changes to **Disconnect inbound**.
   - Select this only if you want to remove the inbound workflow trigger functionality.
   - Inbox events continue if an inbox connection remains in place.
7. If you need to add the inbound URL manually in the Infobip [web interface](https://portal.infobip.com/), select the **copy** icon next to the inbound URL.

### Configure feature discovery

Use the **Feature Discovery** tab for guidance on using the Infobip messaging features with HubSpot tools, such as:

- [Workflows](#workflows)
- [Inbox](#inbox)

## Workflows

The Workflows feature lets you create automation workflows and send SMS, WhatsApp, RCS, and other messages.

The following record types are supported:  

- Contact
- Deal
- Company

### Setup new workflow

1. Click **Go to workflows**. The workflows dashboard opens.
2. In the dashboard, click **Create Workflow** and select **from scratch**.
3. On the next screen, select a record type for your workflow. The default type is contact-based.
4. Click **Next**.
6. On the **Re-enrollment** tab, select the toggle switch to **ON** to allow records to re-enroll after completing the setup.
7. Click **Save**.

The following actions are available:

- Send SMS message
- Send WhatsApp Text Message
- Send WhatsApp Media Message
- Send Viber Media Message
- Send RCS Media Message

### Send SMS message action

Send SMS message action is the simplest option that you can use. You need only to define the number you want to use for sending messages and the content that you want to send to your users. Every message can be personalized with customer data by adding record tokens to the message.

To include regional options for India and/or Türkiye, select the **Regional Options** checkbox and add the values from your Infobip account.

Add a name to your campaign for easier tracking.

After completing the fields and creating a workflow, click **Review and publish** in the top right corner. On the panel on the right, you see workflow step. To go to the next step, click **Next**. When you get to the last step, click **Turn on workflow** to publish your workflow.

When the workflow is activated, you can check whether your records have received your messages from their profile's timeline.
  
### Send WhatsApp Text message action

To send WhatApp Text messages:

1. Select **Send WhatsApps Text Message**.
2. Choose the account (the sender) from which you want to send a message and the recipient number.
3. Set the remaining fields:
   - Select a template
   - Define the number of parameters
   - Add an optional campaign name
4. You can also select the **Shorten URLs** option.
5. Click **Save**.

### Send WhatsApp Media message action

To send WhatsApp Media messages:

1. Select **Send WhatsApps Media Message**.
2. Choose the account (the sender) from which you want to send a message and the recipient number.
3. Set the remaining fields:
   - Select a template
   - Define the number of parameters
   - Add an optional campaign name
4. To enable URL Shortening, select the **Shorten URLs** option.
5. Click **Save**.

After completing the fields and creating a workflow, click **Review and publish** in the top right corner. On the panel on the right, you see a workflow step. To go to the next step, click **Next**. When you get to the last step, click **Turn on workflow** to publish your workflow.

### SMS failover

SMS failover ensures message delivery through an alternative channel when the primary channel is unavailable.

To setup SMS failover:

1. In the menu, go to **Automation > Workflows**.
2. Click **Create workflow**.
3. On the next screen, select a record type for your workflow. The default type is contact-based.
4. Click **Next**.
5. On the workflow panel, select **Edit > Edit enrollment trigger** from the navigation bar.
7. Click **Add criteria**, and select **WhatsApp sent** in the categories list.
9. Select the criteria that will trigger the record, if the criteria are met.
12. Close the editor and save it again.
14. Fill out the values as you would for the regular SMS sending process and click **Save**.
15. Click **Review and publish** to activate the workflow.

### Send Viber Media message action

For the Send Viber Media message action, firstly, you need to create a Viber template before you add the action in the workflow.

#### Create a Viber template

Before you add the Viber message action into the workflow, you need to create a Viber template in the Template Builder. For more information about creating the template, see [Template Builder](#template-builder).

#### Add the Viber action in Workflows

In Workflows, add the Send Viber Business Message action:

1. Choose the account (sender) you want to send a message from and recipient number.
3. After completing the fields and creating the workflow, click **Review and publish** in the top right corner. The panel on the right will appear and you see workflow step.
4. Click **Next**, and then on the last step, click **Turn on workflow** to publish your workflow.
5. To enable URL Shortening, select the **Shorten URLs** option. Additionally, if you want to use a custom domain and you have registered it with Infobip, you can add it to the domain for the URL Shortening field. If it is left empty, one of the default domains will be used.

### Send RCS media message action

For the Send RCS Media message action, firstly, you need to create an RCS template before you add the action in the workflow.

#### Create RCS template

Before you add the RCS message action into the workflow, you need to create a RCS template in the Template Builder. For more information about creating the template, see [Template Builder](#template-builder).

#### Add the RCS action in Workflows

In Workflows, add the Send RCS Message action:

1. Choose the account (sender) you want to send a message from and the recipient number.
3. After completing the fields and creating the workflow, click **Review and publish** in the top right corner. The panel on the right will appear and you see workflow step.
4. Click **Next**, and then on the last step, click **Turn on workflow** to publish your workflow.
5. To enable URL Shortening, select the **Shorten URLs** option. Additionally, if you want to use a custom domain and you have registered it with Infobip, you can add it to the domain for the URL Shortening field. If it is left empty, one of the default domains will be used.

### Additional action options

The following additional options are available for the actions:

- URL shortening
- Regional options

#### URL shortening [#url-shortening-additional-action-options]
  
To enable URL shortening, select the **Shorten URLs** option. URL shortening is available for all actions.

Additionally, if you want to use a custom domain and you have registered it with Infobip, you can add it to the domain for the URL Shortening field. If it is left empty, one of the default domains will be used.

See the [URL shortening](https://www.infobip.com/docs/url-shortening) documentation for more information.
  
#### Regional options [#regional-options-additional-action-options]
  
When sending SMS messages to certain areas, some parameters are imposed by local law regulation. This is currently available for India (Distributed Ledger Technology (DLT) specific parameters) and Türkiye (IYS).

To enable the regional settings:

1. Select the **Regional Options** checkbox.
2. Add the required information.

## Template Builder

For Viber and RCS workflows, you need to create templates. You can use the Template Builder to assist you with the templates.

On the Infobip Configuration page, the **Message templates** tab shows the list of existing templates, with options to create a new template, and an **Action** button, where you can edit and delete templates.

### Create a new template

To create a new template:

1. From the **Message templates** tab, click **Create**.
2. Add a name for the template.
3. Choose a channel (Viber or RCS).

### Edit a template

To edit an existing template:

1. On the **Message templates** tab, locate the template from the list of existing templates.

### Delete a template

To delete an existing template:

1. On the **Message templates** tab, locate the template from the list of existing templates.
2. Select **Delete** from the **Action** drop-down list.
3. Click **Delete** to confirm and delete the template.

## Inbox

You can create custom channels to build a bridge between an external message service and HubSpot's inbox or help desk features. You can then publish your custom channel app in the HubSpot App Marketplace for other HubSpot admins to install and use in their own accounts.

This also bridges the gap between custom communication channels and HubSpot contacts. In previous versions of the application, CRM cards with custom dashboards were being used for two-way messaging. Updates to messages would be received as timeline events which was problematic for agents to keep track of.

Once a channel is registered inside a marketplace application, customers can install and enable it from a list.

### Configure your inbox

You can configure your inbox when you want to connect to a custom channel, such as, SMS, WhatsApp, RCS, and Viber.

Click **Connect Infobip [selected channel]** to open the configuration and start the first step.

The **Configure your inbox** page displays the following information:

- Account Name
- Portal ID
- Inbox ID

Choose the channel you want to configure and select a number or sender accordingly.

- **Dedicated numbers** - If you choose a dedicated number, click **Save** to generate the URL. When the URL appears, click **Close** and go to the next step.
- **Shared numbers** - If you choose a shared number, click **Save** to generate the URL. Then copy the generated URL and go to your **Infobip account**.

On the [Infobip web interface](https://portal.infobip.com/):

1. Go to **Channels and Numbers > Numbers**.
2. Select the *same* number that you chose in the configuration.
3. Choose the channel on which you want to use your number.
4. For keyword configuration, select the keyword you want to configure and click the three dots on the right to **Edit**.
6. Click **Save Changes** and go back to the Inbox Configuration tab.
7. Click **Close**.

### Setup ticket automation

The second step lets you automate ticket assigning. When you have set up ticket automation to specific team members, click **Next**.

You have now finished the configuration and your inbox is ready to use.

Now, click **Go to Inbox** and you can start your conversations.

You have now finished the configuration and your inbox is ready to use.

## Send a message from the entity

This section explains how to configure and use the **Infobip messaging** card in HubSpot to send a single message to a contact directly from a CRM contact record.

You access the **Send Single Message** feature using a custom UI Extension card in the HubSpot contact record sidebar.

WhatsApp is currently the only supported channel.

To ensure that the messaging card appears on the CRM Contact Record page, configure the following steps in HubSpot settings:

1. Go to **Settings > Integrations > Connected Apps**.
2. Locate and select the **Infobip Messaging** application.
3. Go to the **App cards** configuration tab.
5. On the **CRM Record Page** (**Infobip message**), click **Manage locations**.
7. Click **Save**.

When you click **Save**, the **Infobip message** card is added to the right-hand CRM Record sidebar on all contact records.

To compose and send a message, use the following steps within the **Contact Record**:

1. **Select channel**: Choose a communication channel (for example, **WhatsApp**) from the drop-down menu.
2. **Select sender**: Select a sender from the list of available senders that are specific to the channel.
3. **Select template**: Select a template from the list of available message templates.
4. **Review and fill placeholders**:
   - A preview of the selected template is displayed.
   - If the template contains any placeholders (variables), corresponding input fields will render, allowing you to enter the necessary dynamic content (for example, image url).
5. Review the message preview, and then click **Send Message**.

If there is no contact saved, and the customer replies on workflow campaign, the number is saved to the contact list with `“--”` naming.

When you have more information on the customer, you can edit the contact and fill in the fields.

## User properties

The application automatically creates a set of properties that relate to the most recently sent message for a contact. These properties are grouped inside a property group called **Infobip Last Message Information** and can be shown or hidden in the contact view.

These properties are updated when a message is sent to the contact and whenever a delivery report is received, so that they reflect the latest status.

Use contact properties in workflows to react automatically to message status updates.

You can configure the workflow and arrange branching based on any property available from DLR (for example, **Status Group name**, **Detailed Message Status**, **Inbound Reply Text**).

### Set up workflow branching

This example shows how to set up branching based on the **Last Message Status** group:

1. On the create workflow screen, select **Edit > Enrollment trigger** to set up the triggers.
2. Add the channel and the message you want to send.
3. Select **Edit > Add action** and add a **Delay** action. Set the delay to **5 minutes**.
4. Add a **Branch** action by selecting **Edit > Add action > Branch**. Choose **One property or action output**, and then search for and select **Last message status**.
5. After selecting the **Last message status** property, click **Next**. On this step, create and name separate branches for each message status you want to track.
6. Optionally, add an action to trigger a message notification when a specific condition is met.

When all actions and branches are configured, the completed workflow will match the following example screenshot.