Setting Up JustCall SMS Inside HubSpot Help Desk

Overview of JustCall SMS Channel

The JustCall SMS channel integration enables teams to:

• Publish incoming SMS/MMS messages directly into HubSpot Help Desk inbox
• Send outbound SMS from HubSpot's Conversations inbox
• Maintain unified ticketing for all customer messages
• Sync conversations using JustCall's standard SMS logging process
• View delivery events and message failures with transparent status updates
• Manage SMS channel visibility from the JustCall dashboard

How to Connect JustCall SMS to HubSpot

Prerequisites

Ensure your HubSpot account is already integrated with JustCall. Refer to "How to Integrate JustCall with HubSpot" if needed.

Important Note: Service Hub settings don't apply to JustCall numbers connected as HubSpot Inbox Channels. Ticket creation for SMS uses the "JustCall number + contact number" combination. New tickets are created if none exists; otherwise, SMS is logged to existing tickets.

Connection Method 1: Via JustCall

1. From Dashboard, select Integrations in the left menu
2. Search for HubSpot integrations in the My Integrations tab
3. Click Configure on the HubSpot integration box
4. Navigate to HubSpot Integration Settings and select Connected Numbers
5. In Advanced Settings, locate Helpdesk Channel phone numbers
6. Select Connect with HubSpot Help Desk
7. Follow the finalization steps below

Connection Method 2: Via HubSpot

1. Click the Settings icon in HubSpot's top navigation
2. Navigate to Inbox & Help Desk, then select Help Desk
3. Under "Ticket sources and routing," click Channels
4. Click Connect a channel, then Connect a new channel
5. Continue to finalization steps below

Finalize the SMS Channel Setup

1. Choose JustCall SMS from the channel list
2. Select Connect with JustCall SMS button
3. Select your desired JustCall phone number and click Connect
4. Upon completion, you'll return to HubSpot and see the "JustCall SMS" channel with a checkmark, indicating active status

Reauthorize HubSpot Integration

Account Owners and Admins may see a reauthorization banner in HubSpot Integration Settings. Click "Reauthorize now" to activate the SMS channel and grant proper permissions for ticket syncing and conversation management.

Using the JustCall SMS Integration in HubSpot

Once connected, SMS workflows operate entirely within HubSpot:

Support

For questions, JustCall users can access support through the in-app link. New users can request an AI agent callback through the product website. Support team chat is available via the bottom-right icon.