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When the AI hands off an SMS conversation, OpenCX creates a HubSpot ticket with the full transcript and customer context. Your reps see the ticket in HubSpot and follow up from there.

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Pre-requisites

Connect and verify your SMS number first. No inbound SMS can reach OpenCX until the channel is live — start with Connect SMS and come back here.

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How conversations land in HubSpot

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Setting up

1

Confirm SMS is connected

Open Channels → SMS in the OpenCX dashboard. Your SMS number should be listed and active.
2

Confirm HubSpot is connected

In Settings → Integrations, open HubSpot. The status should show the integration is active.
3

Trigger a test handoff

Text your connected number and ask to speak to a human. The AI should hand off.
4

Verify in HubSpot

A ticket should appear tagged opencx_handedoff with the SMS conversation summary and transcript. Confirm the contact’s phone number is associated with the ticket.

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What the rep sees

  • A HubSpot ticket tagged opencx_handedoff with the conversation summary and full transcript.
  • The contact’s phone number and any prior HubSpot history linked to the ticket.
  • An internal handoff note with the AI’s escalation reason, sentiment, and language.
  • A link to the full OpenCX session for detailed AI reasoning and tool call history.

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Channel-specific details

US SMS numbers require or before they can reliably deliver outbound messages. Complete this on the OpenCX side — see SMS compliance. The HubSpot integration doesn’t change the requirement.
SMS messages are split into 160-character segments by carriers. The full conversation appears as one logical thread in the ticket transcript. Keep follow-up replies tight — carrier costs scale per segment.
HubSpot does not have a native two-way SMS conversation thread. To reply via SMS, use the OpenCX inbox or contact the customer directly. The HubSpot ticket provides visibility and tracking.
Media sent by the customer (MMS) is included in the ticket context when the carrier supports it. Outbound MMS support depends on your SMS provider’s capabilities.

AI SMS Support

The channel itself — connect, routing, compliance.

Connect HubSpot

Credentials, webhook, and email signatures.

HubSpot Overview

What else HubSpot lights up across every channel.

Troubleshooting

Missing tickets, contact not linked.