HelloSend for HubSpot lets your team send and receive SMS and WhatsApp message —without leaving HubSpot. It provides a shared inbox, one‑to‑one messaging, campaigns, automation via HubSpot Workflows, and real‑time analytics. Built on secure AWS infrastructure, HelloSend follows industry best practices and is ISO 27001 and SOC 2 certified for enterprise‑grade security.
Supported Integrations
Supported Channels
Prerequisites
Note: Feature availability may vary by your HubSpot subscription. Automation requires HubSpot Workflows (Professional/Enterprise typically).
Step-by-Step Guide
1Install HelloSend in HubSpot
- Go to the HubSpot App Marketplace and search for "SMS & WhatsApp by HelloSend"
- Click Install app and choose the correct HubSpot account.
- Review and grant the requested permissions.
- After installation, open any Contact, Company, or Deal record to see the HelloSend DM panel in the right sidebar.
2Connect your SMS number
- In HelloSend → Settings → Channels → SMS, choose Twilio or RingCentral.
- Authenticate your provider and select the SMS‑enabled number to use.
- Toggle Send/Receive and (if applicable) MMS support.
- Click Save and send a quick test message from a HubSpot contact record.
3Connect WhatsApp
Option A — Personal (Mobile) WhatsApp
- Go to HelloSend → Channels → WhatsApp (Mobile) and click Link device.
- Open WhatsApp → Settings → Linked devices on your phone and scan the QR shown in HelloSend.
- Keep your phone online for reliable delivery; pairing persists across sessions.
Option B — Meta WhatsApp Business (API)
- Go to HelloSend → Channels → WhatsApp (Meta) and click Connect.
- Sign in with your Facebook Business account and complete the guided steps.
- Choose/verify the phone number, set a display name, and finish verification.
- (Recommended) Sync message templates for outbound initiations and workflow use.
4Send 1:1 Messages from Records
- Open a Contact/Company/Deal record in HubSpot.
- In the HelloSend panel, pick SMS, WhatsApp (Mobile), or WhatsApp (Meta).
- Select a Template (optional), insert merge fields, or type free‑form.
- Click Send. Replies appear in the HelloSend Shared Inbox and log to the HubSpot timeline.
5Automated SMS & WhatsApp
- In Automation → Workflows, create or open a workflow.
- Add HelloSend actions such as Send SMS, Send WhatsApp (Mobile or Meta), Start/Stop Drip, or Wait until replied.
- Trigger on events like form submissions, deal stage changes, list membership, or property updates.
- Personalize with HubSpot tokens (e.g., First name, Deal amount). Ensure required WhatsApp template is selected for Meta‑initiated messages.
6Run Campaigns (Bulk)
- Go to HelloSend → Campaigns.
- Choose SMS or WhatsApp (Mobile/Meta).
- Select audience via HubSpot list, filters, or CSV import.
- Allows you to schedule the SMS campaign for a specific date and time.
- Launch and track delivery, responses, and failures in real time.
7Monitor Analytics & Logs
- View message logs with status (Sent/Delivered/Failed) per contact.
- Track campaign metrics: send volume, In Progress status, Delivered count, Failure count, skiped count.
- Export logs for audits and compliance.
Key Features (Inside HubSpot)
💬 Direct SMS Messaging in HubSpot with HelloSend
Direct SMS Messaging lets agents send one-on-one SMS conversations right from HubSpot tickets or contact records, without switching tools. Every message—both sent and received—is automatically logged in the ticket timeline for full context and easy reference. This ensures smooth customer communication, better issue resolution, and a complete message history in one place. Perfect for personalized support, quick updates, or private follow-ups, Direct SMS Messaging keeps your team connected and your records up to date.
Shared Inbox (SMS & WhatsApp)
Team‑wide, centralized conversations with assignment, notes, and flags.
📢 Bulk SMS Campaigns with HelloSend in HubSpot
Run large-scale Bulk SMS Campaigns directly from HelloSend integrated with HubSpot. Use advanced audience segmentation by HubSpot fields like status, region, or custom properties to target the right customers. Perfect for promotions, alerts, reminders, and mass notifications, campaigns ensure consistent messaging across your customer base. Track delivery rates, open rates (if MMS links are used), and response rates in real time, all while keeping conversations logged in HubSpot for complete visibility.
⚙️ Automated Workflows (Drip Campaigns) with HelloSend Webhooks
Drip Campaigns in HelloSend allow you to send a sequence of automated messages via SMS or WhatsApp over a set schedule—ideal for follow-ups, onboarding, or re-engagement. With HelloSend’s webhook automation, you can integrate directly into HubSpot triggers or external systems, sending personalized messages based on customer actions, ticket updates, or time delays. Each step in the drip sequence is fully customizable, with options to pause on reply, use dynamic variables, and deliver messages across multiple channels without manual intervention.
💬 WhatsApp Messaging in HubSpot
Use HelloSend to start and respond to WhatsApp messages right from HubSpot.
You can connect either:
- Personal WhatsApp (Mobile) – Link your mobile WhatsApp account by scanning a QR code in HelloSend. Setup takes less than a minute
- WhatsApp Business API – Connect via your Facebook Business account for verified, large-scale messaging.
All conversations are automatically logged to the relevant ticket or contact record.
📞 Voice Calls and Call Flows
Make and receive voice calls directly inside HubSpot using your connected Twilio number.
Features include:
- Phone Settings: Customize hold music for callers on hold, and configure voicemail to capture messages when agents are unavailable. Define a fallback number to ensure call continuity—if your application is unresponsive due to server issues or timeouts, Twilio will automatically route the call to this number.
- Welcome Message: This is the initial greeting a caller hears. You can configure it using one of the following methods: Text-to-Speech (TTS) – The system reads out your custom message. Play Audio – Upload a pre-recorded audio file. URL – Provide a URL to stream audio from.
- Call Recording: Enable or disable call recording based on your needs. You can optionally inform the caller using a message node before recording starts — customizable using TTS, uploaded audio, or URL-based audio.
- Business Hours: Control call routing based on defined working hours: Opened – Directs calls to available teams or users. Closed – Plays an unavailable message or redirects the call as needed.
- Route Calls: During open hours, route incoming calls either directly to a team (e.g., Sales, Support) or through an IVR menu for structured call distribution and better caller experience.
- Ring Team: Define which team the call should ring. Choose between: Parallel Ringing – All team members receive the call simultaneously. Sequential Ringing – Call each user one at a time in a defined order. You can configure the ring interval (how long each user rings) and repeat count (how many times the sequence repeats) to ensure the call is answered.
- No Answer Scenario: Specify the fallback behavior when no agent answers. If all agents are busy, the system plays a Busy Message. If all agents are offline, the call plays the Unavailable Message. Both messages support three configuration options: Text-to-Speech, Audio Upload, or URL.
- Unavailable Message out of business hours: Triggered outside business hours or when no agents are available. Delivers a closing message using Text-to-Speech, Audio Upload, or URL, then ends the call.
- Note: All message types—Welcome, Busy, Unavailable, and Recording prompts—can be configured using Text-to-Speech, Audio Upload, or URL input.
🌟 Benefits of Using HelloSend – SMS, WhatsApp and Voice for HubSpot
Multi-Channel Messaging
Communicate with customers via SMS and WhatsApp directly from the ticket view—conversations are automatically synced.
Campaigns & Workflow Automation
Launch bulk campaigns or trigger messages using HubSpot workflows (e.g., based on ticket status, SLAs, or tags).
Integrated Calling
Make or receive calls via Twilio with call logs, recordings, and notes saved to the related ticket.
Shared Inbox with Role-Based Access
Improve team collaboration with a shared inbox while maintaining data control through (Role-Based Access Control) (RBAC) — ensuring users only access messages and numbers relevant to their role or team.
Automatic Logging and Transparency
All communication—whether it's a message or a call—is automatically logged in the ticket history. This ensures consistent context for agents and a complete audit trail for your team.
Global Reach via SMS and WhatsApp
Connect with customers across regions using Twilio, RingCentral, or WhatsApp Business. HelloSend supports both mobile-linked and API-based WhatsApp channels.
📝 Conclusion
By integrating HelloSend with HubSpot, your support team gains a powerful all-in-one platform for managing calls, SMS, and WhatsApp in real time. It eliminates tool switching, improves agent response time, and creates a centralized, trackable communication experience for every customer interaction.
Whether you're scaling your support team or optimizing existing workflows, HelloSend gives you the tools to deliver fast, reliable, and personalized communication directly inside HubSpot.
