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.