Two Way SMS in HelpDesk & Inbox (Service SMS)

What it is

Your customers already reach for their phones when they need help. Now those SMS messages can land directly in Help Desk or Conversations Inbox, with full customer context, managed like any other ticket or conversation.

Why it matters

Until now, handling SMS support in HubSpot meant workarounds such as separate tools, integrations, or pushing customers to a different channel. Two-way SMS changes that: SMS conversations now live in the same workspace your reps already use, threaded to the customer record, right alongside email, chat, and calling.