Your segments and workflows in HubSpot, your sends with SMSFactor: one contact, up to date on both sides. Sends, replies and STOP opt-outs come back to the record.
The problem
When HubSpot and SMSFactor don't talk, SMS becomes a separate channel, run on exports. The symptoms look the same from one company to the next.
For every campaign, someone exports a HubSpot list, cleans it, then imports it into SMSFactor. The file is already out of date when it goes out, and contacts created in the meantime are forgotten.
A customer replies STOP to a campaign. The opt-out stays in SMSFactor, and the next list exported from HubSpot contacts them again. That is a legal risk and a damaged brand.
Confirmation, reminder, follow-up, customer reply: nothing shows up on the HubSpot record. The sales rep calls without knowing what went out the day before, and reporting ignores the SMS channel.
Definition
SMSFactor is a French platform for sending business SMS: marketing campaigns, transactional SMS (confirmations, reminders, notifications), reply and opt-out management. HubSpot carries your contacts, segmentation, workflows and pipeline.
The integration keeps the two in continuous dialogue: a HubSpot list or workflow triggers the send, then the delivery status, replies and STOPs come back to the contact record. Marketing targets, sales sees, consent stays up to date everywhere.
What flows
Here are the most common mappings between HubSpot and SMSFactor. The exact scope depends on your SMSFactor subscription, your HubSpot edition and what the app or the API allow.
| In HubSpot | In SMSFactor | Direction | When |
|---|---|---|---|
| Contacts | Contacts and mobile numbers | HubSpot → SMSFactor | On creation, then on every change |
| Lists and segments | Distribution lists | HubSpot → SMSFactor | Before each campaign, or continuously for an active list |
| Workflow actions | Transactional SMS (confirmation, reminder, follow-up) | HubSpot → SMSFactor | When the contact meets the workflow condition |
| Contact record activities | Send history and SMS text | SMSFactor → HubSpot | On send |
| Tracking properties | Delivery receipts (delivered, failed, invalid number) | SMSFactor → HubSpot | When the receipt arrives |
| Notes, tasks or conversations | Inbound SMS (replies) | SMSFactor → HubSpot | On every reply, depending on your subscription |
| SMS subscription status | STOP opt-outs and blocklist | Both ways | As soon as received, before any new send |
| Campaigns and reports | Campaign statistics | SMSFactor → HubSpot | At the end of the campaign, or nightly |
Which system is the reference? HubSpot for contacts, numbers, segments and consent; SMSFactor for routing, delivery receipts and replies. A STOP received on one side applies on both: this rule is set in writing at scoping.
Tell us about your current sends: we will tell you what can be automated with your SMSFactor subscription.
Talk to an expert →How to connect
Before continuous sync, there is often a historical data load: contacts, numbers and above all the opt-out list, loaded once into HubSpot by export and import, middleware or API. After that, there are three ways to keep data flowing day to day.
The starting point when your needs stay standard: sending SMS from your workflows and lists. It is quick to set up, with no development; what it covers depends on your subscription and your HubSpot edition. Its limit: a fixed way of working that struggles with replies, custom properties or several senders.
Make, Workato or a specialized middleware orchestrate the flows without heavy code: bringing back replies, updating the subscription status, creating a task for the sales rep. The right choice when the app is no longer enough and your scenarios are stable. Its limit: every scenario has to be configured, maintained and monitored.
A direct connection to the SMSFactor and HubSpot APIs, built for your rules: several senders, multilingual SMS, custom objects, consent by purpose. Essential when volumes or business logic go beyond the other two options. Its limit: it has to be designed around call limits and data volume, and it needs monitoring.
We recommend an option after auditing your flows, not before.
Use cases
A confirmation SMS goes out right away, then a reminder the day before. The show-up rate is tracked in HubSpot, right next to the pipeline.
After the delay you set, the workflow sends a short SMS follow-up. If the customer replies, a task is created for the sales rep.
Their SMS subscription status switches to “unsubscribed” in HubSpot. They leave every send list, whichever team prepares the campaign.
Their reply shows up on their record and the contact owner is notified. The conversation picks up with the full history in view.
Our method
Three phases, each covering processes, technology and people. A dedicated project manager stays with you from the first workshop to go-live, with a project committee and a steering committee.
Understand · Think
Three workshops, business, functional and technical, to map each send with its trigger, direction and rules: who receives what, when, with which consent. We compare several approaches and recommend one. Nothing gets built before your written sign-off.
Build · Build
Field-by-field mapping between HubSpot and SMSFactor, number format, tracking properties, then configuration or development. A pilot sends real SMS to internal numbers before cutover; a delta then catches up the contacts created in the meantime.
Steer · Run
Go-live, training for your marketing and sales teams, monitoring of failed sends and unmatched replies. The integration then evolves with your campaigns: new scenarios, new senders, new rules.
At delivery
Acceptance testing runs in three steps: we test and share the counts, you check a sample of records and sends in a shared file, we fix the gaps and rerun the checks. The acceptance report is signed after that, not before.
Pitfalls to avoid
An SMS integration rarely fails on sending. It fails on consent, numbers and rules nobody set. Here are the six points we lock down before the first send.
What clients say
“The support is complete, the team listens to our needs and keeps proposing ways to get even more out of our setup.”
“From the start, our collaboration with the Copernic agency went very well. Everything ran very smoothly.”
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Reviews translated from French
HubSpot Elite Partner
For 10+ years, we have connected HubSpot to our clients' tools: telephony, SMS, ERP, e-commerce, customer service. 800+ clients have trusted us with their CRM, and HubSpot has awarded us its highest partner tier.
Elite Partner and 4 accreditations
CRM implementation · Onboarding · Data migration · Architecture design
SMSFactor offers an app for HubSpot, which lets you send SMS from your workflows, among other things. What it covers depends on your SMSFactor subscription and your HubSpot edition. When you need to go further (bringing back replies, consent synced both ways, several senders), an integration platform or an API connection takes over. We check what your setup allows from the first conversation.
The most common flows: contacts and mobile numbers, lists and segments, transactional SMS triggered by workflow, send history, delivery statuses, replies and STOP opt-outs. The direction of each flow and the system of reference are set at scoping. Past campaigns and their statistics do not carry over by default: we decide together whether to load them. Custom objects in HubSpot require an Enterprise license.
Both, depending on the flow. A transactional SMS triggered by workflow goes out almost at once; a STOP opt-out must come back before the next send. Campaign statistics can come up in batches, every night or several times a day. The pace depends on your subscription, the call limits of both APIs and data volume. We choose it flow by flow, based on how your teams use it.
A few weeks for a standard scope, confirmed after scoping. A wider scope, with an opt-out database to load, several senders, multilingual SMS or number cleanup, takes longer. The schedule is set in the scoping document; it also depends on how available your leads are to approve each step.
An error must never go unnoticed. Every flow is logged: a rejected SMS (invalid number, unsubscribed contact, sending credit used up) is flagged without blocking the other sends. An alert goes to the designated person, the cause is fixed at the source, then the send is replayed if it still makes sense. In the Run phase, we track these logs and fix recurring anomalies at the root.
Yes, and it is often the best idea. Many projects start with a single flow: for example, a meeting reminder SMS triggered by workflow, with STOPs synced into HubSpot. Marketing campaigns, replies and sales follow-ups are added next, on the same foundation. Scoping plans this path so nothing has to be redone at step two.
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