Ulgebra Twilio SMS and WhatsApp Integration for Hubspot

About

Hubspot has raised its profile in marketing automation, social media campaign management, and now it focuses on customer relationship management (CRM). Hence, it helps companies to attract visitors, convert to leads, and also helps to retain them as customers.

Twilio provides cloud - based communications via API. Twilio Messaging uses its API to allow users to send and receive SMS and MMS. Hence Twilio and Hubspot are integrated to make customer communication more easier and faster. "Ulgebra Twilio SMS Integration for Hubspot" has intelligent features so that the messages reach the end users and make them comfortable without losing communication.

Pre-requisites for app installation

  • Should have Hubspot account

  • Should have Twilio account

  • Should have approved templates for initiating WhatsApp conversations with clients

Features

  • Send single SMS and WhatsApp messages

  • Send bulk SMS and WhatsApp messages

  • Send messages from Hubspot contacts, deals, tickets and companies module

  • Create and manage templates inside Hubspot

  • Send messages to contact list

  • Send automated messages to clients

  • Receive incoming messages inside Hubspot

  • View message history inside Hubspot

Communication channels

The communication channels that can be used with this Hubspot integration are the SMS channel and WhatsApp channel.

SMS Channel

For using the Twilio SMS channel, a Twilio number has to be purchased. It is a two-way communication that is used for both sending and receiving SMS from clients. There would be a conversation cost for the messages sent using Twilio. The process of purchasing a Twilio number for the SMS channel can be found here.

WhatsApp Channel

For enabling Twilio WhatsApp Channel, there is a process of signing up a request to access the channel. Twilio approved templates are required inorder to initiate a conversation with your clients. The process of the same can be found here. The two types of messages available with this channel is template message and session message.

Application Installation

Step 1: Go to the Hubspot marketplace and search for the application "Ulgebra Twilio SMS and WhatsApp Integration". Click the "Install App" option to install the application from the Hubspot marketplace.

Step 2: Choose the Hubspot account in which you want to access the extension.

Step 3: Sign in to Ulgebra using any of the options to continue. You can use either sign in with google or sign in with email option.

Note: Make sure you are signing in with your Hubspot mail ID.

Step 4: Now you will get notified that the extension is installed and the modules in which you can access the extension to send messages. Click the "Go to Hubspot" option to go back to your Hubspot account.

Step 5: Now, go to any of your Hubspot contacts, and click the "Send Message" option under the "Twilio SMS and WhatsApp" option.

Step 6: Authorize your Twilio account by entering your Twilio credentials. You can get your credentials by clicking the "Get here" option. Once the values are entered, click the "Authorize Now" option to authorize your Twilio account.

Step 7: Now, connect your Twilio number by clicking the "Add Numbers Now" option.

Step 8: You will be re-directed to your Twilio account. Click the "Add Senders" option to add the Twilio number.

Step 9: Select the type of sender from the drop-down and click "Continue".

Step 10: Select the number you want to use with the extension by clicking the check box and then click the "Add Phone Numbers" option.

Now, the number is added and ready to use the extension to send messages.

This is the installation of the application "Ulgebra Twilio SMS Integration".

Application Working

Send SMS to Hubspot contacts

Step 1: Go to any of the Hubspot contacts. Click the "Send Message" option on the right panel under the "Twilio SMS and WhatsApp" option. Select the Twilio Sender from the drop-down. You also have the option to pin the Sender in default.

Add multiple recipients using the "Add recipients" option. Select the template or type your message in the text box. Enter the default country code to be added to all the Hubspot contacts. Click the "Send SMS" option to send the message to the client.

Step 2: Once the message is sent, you will get notified of the sent message and it's status.

Step 3: You can view the message history added as notes under the "Activity" section inside each Hubspot contact.

Step 4: For viewing the Twilio messages inside Hubspot, under the "Filter Activity" section, enable the "Ulgebra Twilio SMS Integration" option.

Note: The messages can also be sent from the Deals, Tickets and Companies module.

How to create and manage new templates?

Step 1: Go to any of the Hubspot contacts/deals/tickets or companies modules and click the "Send Message" option under the "Twilio SMS and WhatsApp" option on the right panel.

Click the "Insert Template" option and find the option "Add new template".

Step 2: Enter the template name and enter the template message content in the text box. You can also fetch values using the "Insert fields" option.

You can also insert emojis/smileys using the available option. Select the Visibility type as the template has to be visible only for the admin or for all users.

Once all the required details are entered, click the "Save template" option so that the template will be saved and can be fetched later.

Step 3: Now, you can fetch the new created template inside the particular Hubspot module.

Types of Twilio message views

There are three types of views which makes you more convenient to view your chats/messages and communicate accordingly. They are:

  • Form view

  • Chat view

  • Conversations view

Form view: This view is the default view using which you can instantly send messages to your clients. You can just select the sender, fetch the template or type your message and send the message using Twilio.

Chat view: In this view, you can view the messages you have sent or received with that particular client. With the available option at the top, select the "Chat View" option.

Select the sender and view the Twilio chat you have made using that particular Twilio channel. You also have the option to send reply messages by viewing the previous messages.

Conversations view: In this view you can view the conversations of the client from different channels. With the available option at the top, select the "Conversations View" option.

You can view the different channels listed from which the client has communicated.

Select the channel and view the conversations with that client made using the Twilio channel. You can also send replies by viewing the previous conversations.

You can also choose the sender and view the conversations under that Twilio sender.

Colour and channel differentiation in Twilio conversation

  • On the left side of the conversation view, you can able to see that the conversations have been differentiated into two different colors one is Grey and another one is White.

  • The Grey color indicates that the last message to the conversation was sent from your side, which means the chat was handled by any of your agents and the reply has been sent from your side.

  • The white color indicates that the customer has sent you a message and you haven't sent any reply yet which means the chat was unattended still. Once you sent a reply to the chat the color will be changed from White to Grey.

  • You can send replies directly from the conversation view and make one-to-one conversations with your customers. You can also able to send attachments and add emojis along with your messages.

  • In WhatsApp conversations, you can able to view the"Read" status and "Delivered" status of your messages.

  • In SMS you can able to view the "Delivered" status of your Messages.

  • WhatsApp and SMS are differentiated with their specific chat icon.

This is the different types of Twilio message views you have in the extension "Ulgebra Twilio SMS Integration".

How to add additional Twilio Senders?

Step 1: Go to any of the Hubspot contacts/deals/tickets or companies modules and click the "Send Message" option under the "Twilio SMS and WhatsApp" option on the right panel.

Click the "Add New Sender" option from the Sender drop-down.

Step 2: Select the type of channel. Enter the Sender ID and Display name. Select the Visibility type as to be viewed only by the admin or by all users. Once all the required details are entered, click the "Save Sender" option.

Step 3: Once done, you can fetch the sender from the drop-down. You can also pin the sender in default or delete it anytime.

Send WhatsApp messages to Hubspot contacts

Step 1: Go to any of the Hubspot contacts/deals/tickets or companies modules and click the "Send Message" option under the "Twilio SMS and WhatsApp" option on the right panel.

Select the WhatsApp Sender from the drop-down. Select the approved WhatsApp template for initiating new conversations with clients. Click the "Send WhatsApp" option to send the message.

Step 2: Once the message is sent, you will get notified of the message and it's status.

Send SMS or WhatsApp messages from Hubspot Deals

Step 1: Go to any of the Hubspot deals. Click the "Send Message" option on the right panel under the "Twilio SMS and WhatsApp" option to send a Twilio message.

Step 2: Under "Filter Activity", select the "Ulgebra Twilio SMS Integration" to view the message history in the particular module.

Step 3: Once done, you can view the message history added as notes under the "Activity" section.

Send SMS or WhatsApp messages from Hubspot Tickets

Step 1: Go to any of the Hubspot tickets. Click the "Send Message" option on the right panel under the "Twilio SMS and WhatsApp" option to send a Twilio message.

Step 2: View the message history added as notes under the "Activity" section.

Send SMS or WhatsApp messages from Hubspot Companies

Step 1: Go to any of the Hubspot companies. Click the "Send Message" option on the right panel under the "Twilio SMS and WhatsApp" option to send a Twilio message.

Step 2: View the message history added as notes under the "Activity" section.

Send bulk messages using List

  • Go to any of the Hubspot contacts. Click the "Send Message" option on the right panel under the "Twilio SMS and WhatsApp" option to send a Twilio message.

  • Click the "Add Recipients" option and find the "Select a List" option to insert the list and send bulk messages to clients.

  • You can also use the "search from contact" option to add multiple contacts.

Add the default country code to the selected bulk numbers by using the option provided.

[Note: If the country code is not added, messages will not be sent to the customers and it will be failed.]

How to set up workflows in Hubspot? Check here

Additional features - Check here