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Sales team SOP · eQ Homes

Responding to SMS Messages in HubSpot

When a contact replies to an SMS, our workflow assigns the conversation to the salesperson responsible for that contact and sends an email notification. Open HubSpot to read the conversation and respond.

Step 1

Watch for your email notification

When one of your contacts replies by SMS, you will receive an internal email notification.

  1. Review the notification to identify the contact.
  2. Open HubSpot and make sure you are in the eQ Homes account.
  3. Follow the steps below to locate the conversation.

Step 2

Open the HubSpot Inbox

  1. In the left navigation, click CRM.
  2. Select Inbox.

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CRM → Inbox navigation

1. Select CRM in the left navigation, then Inbox. Show only the relevant navigation; exclude unrelated customer details and browser information.

Step 3

Find your assigned conversations

  1. In the Inbox’s left panel, select Assigned to me.
  2. Find the contact named in your notification.
  3. Click the conversation to open it.
Assigned to me
Start here to find conversations assigned to you.
All open
Use this to help locate an open conversation if you have access.
All closed
Check here if the conversation may already have been closed.
Unassigned
Conversations without an assigned owner. Flag these to your manager or CRM administrator when relevant.

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Inbox with “Assigned to me” highlighted

2. Select Assigned to me, even if All open is currently selected. Highlight Assigned to me and crop or obscure unrelated customer details.

Step 4

Read the message and check the owner

  1. Confirm that you have opened the correct contact.
  2. Read the latest incoming message and the earlier conversation.
  3. Review the Owner shown at the top.
  4. Check whether another teammate has already responded.

Some replies may be reactions, such as a thumbs-up, rather than a new question. Read the conversation before deciding what response is needed.

If the owner appears incorrect, ask your manager or CRM administrator to review the assignment.

Step 5

Send your SMS response

  1. Go to the message composer at the bottom of the conversation.
  2. Select SMS.
  3. Type your response.
  4. Check the recipient, wording, and any details you are sharing.
  5. Use the Send control.
  6. Confirm your message appears in the conversation and check for any error.

SMS sends a text to the contact. Comment adds an internal note and does not send an SMS.

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Close-up of SMS and Comment tabs

3. Select SMS to text the contact. Comment is an internal note. The Send control is not shown in this reference; its exact location is not illustrated.

Example response · Alex and Sarah are example names

“Hi Alex, thanks for getting back to me! I’d be happy to help. Which community or home style are you interested in? Sarah, eQ Homes”

Step 6

Record the next step

After responding:

  • Create a follow-up task if you owe the contact information or need to follow up later.
  • Update relevant contact details when the conversation provides new information.
  • Leave the conversation open when action is still needed.
  • Close the conversation once the exchange is complete and no immediate action remains.

Daily habit

Check Assigned to me at the start of the workday, periodically during the day, and before signing off. Email notifications are helpful, but the inbox should also be checked directly.

Troubleshooting

Before you move on

  • Correct contact opened
  • Latest message reviewed
  • SMS selected
  • Response sent and checked
  • Follow-up recorded if needed
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