> ## Documentation Index
> Fetch the complete documentation index at: https://docs.open.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# AI SMS Support

> File SMS handoffs as HubSpot tickets so your reps see the full conversation context.

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.

## Pre-requisites

<Warning>
  **Connect and verify your SMS number first.** No inbound SMS can reach OpenCX until the channel is live — start with [Connect SMS](/sms/connect-sms) and come back here.
</Warning>

* **SMS number connected and verified** — see [Connect SMS](/sms/connect-sms) and, for US numbers, [SMS compliance](/sms/compliance).
* **HubSpot connected** — see [Connect HubSpot](/integrations/hubspot/connect).

## How conversations land in HubSpot

```mermaid theme={"dark"}
flowchart LR
  A[Customer texts your SMS number] --> B[AI replies via SMS]
  B --> C{AI can resolve?}
  C -- Yes --> D[Conversation closes]
  C -- No --> E[Handoff]
  E --> F[HubSpot ticket with transcript]
  F --> G[Rep follows up]
```

## Setting up

<Steps>
  <Step title="Confirm SMS is connected">
    Open [**Channels → SMS**](https://platform.open.cx/channels/sms) in the OpenCX dashboard. Your SMS number should be listed and active.
  </Step>

  <Step title="Confirm HubSpot is connected">
    In [**Settings → Integrations**](https://platform.open.cx/settings/integrations), open **HubSpot**. The status should show the integration is connected, preferably via **OAuth Public App**.
  </Step>

  <Step title="Trigger a test handoff">
    Text your connected number and ask to speak to a human. The AI should hand off.
  </Step>

  <Step title="Verify in HubSpot">
    A ticket should appear with the SMS conversation summary and transcript, and an internal handoff comment should be posted with the AI summary, sentiment, and language. Confirm the contact's phone number is associated with the ticket.
  </Step>
</Steps>

## What the rep sees

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

## Channel-specific details

<AccordionGroup>
  <Accordion title="US number compliance" icon="flag">
    US SMS numbers require <Tooltip tip="10-Digit Long Code — a US carrier requirement for business messaging. Registering your number and campaigns reduces carrier filtering.">10DLC registration</Tooltip> or <Tooltip tip="A carrier-required verification process for US toll-free numbers used for business messaging.">toll-free verification</Tooltip> before they can reliably deliver outbound messages. Complete this on the OpenCX side — see [SMS compliance](/sms/compliance). The HubSpot integration doesn't change the requirement.
  </Accordion>

  <Accordion title="Message length and segmentation" icon="ruler">
    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.
  </Accordion>

  <Accordion title="Following up from HubSpot" icon="reply">
    HubSpot does not have a native two-way SMS conversation thread. To reply via SMS, use the [OpenCX inbox](https://platform.open.cx/inbox) or contact the customer directly. The HubSpot ticket provides visibility and tracking.
  </Accordion>

  <Accordion title="MMS" icon="image">
    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.
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="AI SMS Support" icon="comment-sms" href="/sms/introduction">
    The channel itself — connect, routing, compliance.
  </Card>

  <Card title="Connect HubSpot" icon="plug" href="/integrations/hubspot/connect">
    OAuth setup, AI sender, workflow actions.
  </Card>

  <Card title="HubSpot Overview" icon="hubspot" href="/integrations/hubspot/overview">
    What else HubSpot lights up across every channel.
  </Card>

  <Card title="Troubleshooting" icon="wrench" href="/integrations/hubspot/troubleshooting">
    Missing tickets, contact not linked.
  </Card>
</CardGroup>