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Roll Out Considerations

  • User Authorization:

    • Discuss and clarify what teams will be authorized to use the SMS platform and receive a seat.

    • Establish a process for requesting additional seats if needed and who will cover the cost of extra seats.

    • Determine how seat usage will be tracked and managed. Each team is allocated two seats. 10 people can work out of one delegated email (seat).

  • Initial Rollout: Lindsey mentioned that Student Affairs will have access in addition to Recruitment. Can we limit initial access to Recruitment until we finalize the logistics?

    • Student Affairs and Recruitment can share a seat

    • Marketing will have its own additional capabilities.

    • Recruitment will have access in the first month, and then we can add Student Affairs a month later.

  • Content Guidelines: Define what types of messages are appropriate and who will approve outgoing SMS content.

    • Set up in-person training and support documents.

    • Marketing must create boundaries on what they can or cannot do, such as using workflows.

  • Training and Support: Discuss how to provide training and ongoing support for GateWay staff during the transition.

    • How to create and send a message 

    • How to set up a list to send an SMS

  • Communication Plan: Develop a communication plan to keep all stakeholders informed throughout the transition.

🥇 Best Practices:

  • A clear opt-out option is required in every SMS message.

  • Review your SMS scheduling options. By default, HubSpot has quiet hour restrictions on SMS sending. You can only send SMS messages from 8 AM to 7:59 PM in contacts' local time zones.

    • Know your character count—HubSpot does allow a 300-character limit. However, SMS messages max out at 160 characters, so if you exceed the 160 count, your text message will be sent as two separate texts. Get to the point quickly, and use links (and link shorteners) to fill out the details of your message.

📇 Manage and reply to marketing SMS messages

How to view/reply to SMS replies

  1. CRM > Inbox > Go to your college’s inbox (GWCC - SMS)

  2. Reply to the text messages through the inbox. When you reply, it will show who is replying.

  3. Once the conversation is completed, click close the conversation in the top right conversation. Please note that if the person texts back, the SMS conversation will reopen.

There is a comment section next to the SMS reply box where you can tag people for support. Students can’t view this.

Create and send SMS messages in HubSpot

  • Sending

    • Sending to a list

    • You also have the option to send SMS messages to individuals

🤔 Questions for the Colleges:

  1. What are the most common messages you send, and who are they going to?

  2. Ask the colleges if they have a list of the SMS messages they want to send and when. This way, we can ensure they have a strategy and help build them in HubSpot.

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