SMS Automation
What It Doesโ
LeadHub can send text messages (SMS) to your leads automatically, as part of any automation you create. For example, when a new lead comes in, you can automatically send them a text saying "Hi! We received your message and will call you shortly."
SMS messages are sent through Twilio, a phone number service that handles the actual delivery. You will need a Twilio account to use this feature.
Setting Up Twilioโ
Twilio is the service LeadHub uses to send text messages. You need to sign up for a Twilio account and get three pieces of information from them.
Step 1: Create a Twilio Accountโ
Go to twilio.com and sign up. Twilio has a free trial that lets you test SMS sending before paying.
Step 2: Get Your Credentialsโ
After signing up and logging in to the Twilio Console, you need three things:
| What you need | Where to find it in Twilio |
|---|---|
| Account SID | Shown on the main Twilio Console dashboard |
| Auth Token | Shown on the main Twilio Console dashboard (click to reveal) |
| Phone Number | Under Phone Numbers โ Manage โ Active Numbers |
If you do not have a Twilio phone number yet, go to Phone Numbers โ Buy a Number inside the Twilio Console. Choose a number that has SMS capability. Numbers typically cost $1/month.
Step 3: Enter Credentials in LeadHubโ
There are two ways to add your Twilio credentials, depending on how your system is set up. Your system administrator will have done one of these:
Option A โ Settings panel (per-tenant): Some installations expose Twilio settings inside the tenant settings page. If you see a "Twilio" or "SMS" section in your settings, enter your Account SID, Auth Token, and phone number there.
Option B โ Server configuration: Your system administrator adds the credentials to the server's configuration file. Contact them with your Account SID, Auth Token, and Twilio phone number and ask them to configure SMS.
Using SMS in Automationsโ
Once Twilio is configured, you can add SMS actions to any automation.
Adding an SMS Actionโ
- Go to Automations in the sidebar and open or create an automation.
- In the Actions section, click Add Action.
- Choose Send SMS from the action list.
- In the Message field, write the text message content.
- Save the automation.
When the automation triggers, LeadHub sends the SMS to the lead's phone number automatically.
Variable Supportโ
You can personalize SMS messages with information from the lead's record. Use these placeholders in your message and LeadHub fills them in automatically:
| Variable | What it inserts |
|---|---|
| {{first_name}} | Lead's first name |
| {{last_name}} | Lead's last name |
| {{full_name}} | Lead's full name |
| {{email}} | Lead's email address |
| {{company}} | Lead's company name |
Example message:
Hi {{first_name}}, thanks for reaching out! We'll call you within the hour.
If a lead named "Sarah" submits your form, she receives: "Hi Sarah, thanks for reaching out! We'll call you within the hour."
International Numbersโ
Twilio supports phone numbers in most countries around the world. When you choose a Twilio phone number, pick one in the same country as your leads for the best deliverability rates. International SMS delivery (sending from a US number to a UK recipient, for example) works but may cost more per message.
The lead's phone number must include the country code to work internationally. For example, a UK number should be stored as +447911123456, not 07911123456.
Best Practicesโ
Get Consent Firstโ
In most countries, it is legally required to have the lead's permission before sending them text messages. Only send SMS to leads who have opted in โ for example, by ticking a checkbox on your lead capture form that says "I agree to receive text messages."
Sending unsolicited SMS messages can get your Twilio account suspended and may violate laws like TCPA (USA) or GDPR (Europe).
Always Include an Opt-Outโ
Best practice (and in many countries, a legal requirement) is to include opt-out instructions in every SMS. Add text like "Reply STOP to unsubscribe" to your messages.
Twilio handles opt-outs automatically for US numbers โ if someone replies STOP, Twilio blocks future messages to that number.
Character Limitsโ
A standard SMS is 160 characters. Messages longer than 160 characters are split into multiple messages, and Twilio charges per segment. Keep messages short and to the point.
Check the character count before saving your automation. If your message with variables filled in might exceed 160 characters, shorten it.
Timingโ
Think about when your SMS fires. A lead who submitted a form at 11pm does not want to receive a text at 11pm. Consider using conditions in your automations to only send SMS during business hours.