How SMS messages appear in HubSpot

If your Cradle account is connected to HubSpot, every Cradle SMS you send or receive shows up on the matching HubSpot contact. Here's what that looks like and what it covers.

What you'll see in HubSpot

Each message is logged as a separate entry on the HubSpot contact's activity timeline. Every send and every reply becomes its own timeline item.

• The entry shows the message text, the direction (sent or received), and the time.
• The Cradle SMS number and the customer's mobile are recorded so you can tell which conversation it belongs to.
• The entries appear alongside calls, emails, and meetings on the same timeline view.

What this means in practice

• Each text is one timeline entry. A back-and-forth of six messages creates six entries on the contact, not one threaded entry.
• You see the whole conversation in Cradle. If you want the threaded view (every message in the same place), open the conversation in the Cradle desktop app.
• No HubSpot SMS-count property. Cradle doesn't write a "total SMS" or "last SMS sent" property onto the contact. Use the timeline as the source of truth.

How Cradle matches the customer to a HubSpot contact

The match is on the customer's mobile number. If the number matches a HubSpot contact, the messages log to that contact. If no HubSpot contact has that number, no timeline entry is created.

To get an SMS logged retroactively after adding a new contact in HubSpot, the simplest path is to send or receive another message on the same thread once the contact exists.

A few things to know

• HubSpot needs to be connected first. See Connecting HubSpot for the integration setup.
• Disconnecting HubSpot stops new SMS logging. Messages sent while disconnected won't appear on the HubSpot contact, even after reconnection.
• The HubSpot view doesn't replace the Cradle view. The Cradle desktop app remains the place to read and reply to messages.

Related

• Sending an SMS from the desktop app
• How SMS messages appear in FYI
• Connecting HubSpot