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In SMS campaigns, messages are divided into segments, each incurring a charge. Each college has a shared monthly limit of 25,000 segments amoung among the Recruitment, Marketing, and Student Affairs teams. If this limit is exceeded, the college is responsible for additional costs.

Phone carriers use segments to batch and bill text message deliveries. SMS (Short Messaging Service) restricts message length based on the encoding type:

• GSM-7 Encoding: Supports up to 160 characters of basic text per segment.

• UCS-2 Encoding: Allows up to 70 characters per segment when emojis or certain special characters are used.

  

SMS messages have a basic limit of 160 characters using GSM-7 encoding or 70 characters with UCS-2 encoding. When these limits are exceeded, phones can still send longer messages by breaking them into smaller segments.

Access the Conversations Inbox

1. In your HubSpot account, navigate to CRM > Inbox

2. Select the dropdown menu next to Maricopa > Select

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1. Maricopa SMS Inbox

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2. From there, you should be able to view your college inbox. All SMS replies will be found here.

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Viewing SMS Conversations

• All SMS messages received from marketing campaigns will appear in the inbox. Each message will display details such as the sender’s phone number, contact information, and the content of the SMS. To better manage conversations, you can create custom views by filtering conversations based on specific criteria. For example, you can create views for unassigned conversations, high-priority inquiries, or messages from specific channels (like SMS).

To create a custom view for SMS messages: In the bottom left, click the Actions dropdown menu, then select Create a view. In the right panel, enter SMS for the view name, then click Next. In the Filter type section, select Conversations properties. In the search bar, search for and select Source. Click the is any of dropdown menu, then search for and select SMS. Click Apply filter, then click Create view.

The new view will appear below the other default inbox filters and views.

Reply to Messages

• When a contact replies to an SMS message that you've sent via HubSpot—whether it was scheduled manually or sent through a workflow—their response will appear in the Conversations Inbox as a new conversation.

• To reply:

  • Navigate to Conversations > Inbox in HubSpot.CRM > Inbox

  • Select the dropdown menu next to Maricopa > Select Maricopa SMS Inbox

  • Click on the SMS conversation to view the SMS message conversation history. This will show both your outgoing message and the contact's reply.

  • Review the contact's CRM data, which is readily available alongside the conversation. This helps respond in a personalized and informed manner.

  • Use the reply editor in the inbox to write and send a response. Ensure that the contact is still opted in to receive SMS messages before replying.

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Track Conversations

• Keep track of message history and view previous interactions to offer personalized responses.

• Please note: If you select the close a conversation option, the SMS conversation will be permanently removed, and you can no longer message that contact.

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For a detailed guide, see the full resource on HubSpot’s Knowledge Base: Use the Conversations Inbox.