HubSpot Help Desk: Automatically associate SMS-to-email contacts
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Bottom Canid
It would be great if HubSpot tickets/conversations could automatically associate with the correct HubSpot contact.
We can’t use the SMS-to-email feature at all because each new conversation creates a new contact that we have to manually disassociate and associate.
Chris Brisson
Hiya Bottom Canid, thanks for this post! I have a few more questions for you:
- How often do you encounter the issue of having to manually disassociate and associate contacts?
- Are there specific criteria or rules that should be used to automatically associate SMS-to-email conversations with the correct HubSpot contact?
- Can you provide examples of how you currently manage these associations manually?
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Bottom Canid
Chris Brisson We had over 100+ new conversations today in the inbox I'd like to sync with Help Desk. The additional admin work to disassociate and associate the contact isn't worth it. To answer #3, we don't manage these associations because we turned off the SMS-to-email feature.
I'd like the SMS-to-email conversation to associate with the linked Hubspot contact, rather than creating a new contact. When inside the Help Desk conversation, I'd like to be able to reply to the SalesMSG forwarding email, but still maintain the association to the true contact.
Tawheed Al-towaitee
Hi Bottom Canid
Have you considered the recent addition of Salesmsg Custom Channels to HubSpot. With this feature, you essentially can have a more native integration of Salesmsg in HubSpot and eliminate the need completely for using Email-to-SMS.
https://help.salesmessage.com/en/articles/10265193-new-text-from-hubspot-inbox-help-desk-with-custom-channels