The SMS opted out field sends each contact's SMS opt-out status from Aloware to a HubSpot contact property. HubSpot receives true when the contact is opted out of SMS in Aloware, and false when it isn't. Aloware remains the source of truth for opt-out status, so the value only flows from Aloware to HubSpot.
The HubSpot integration must already be connected before you can map this field. For how SMS opt-out works in Aloware, see DNC and SMS Opt-Out: What's changing in how Aloware enforces compliance.
Create the HubSpot property in HubSpot
In HubSpot, go to Settings > Properties > Contact properties.
Create a contact property with the Single-line text field type, for example Opt-out status.
Save the property.
Map the SMS opt-out status in Aloware
Log in to Aloware admin.
Navigate to Integrations > HubSpot > Settings.
Open the Contact Property Mapping tab and select + Add Mapping.
In the Aloware field, select SMS opted out.
In the HubSpot field, select the property you created, for example Opt-out status. The direction is locked to Aloware to HubSpot (→).
Save your changes.
How the SMS opted out field works
Aloware applies SMS opt-out to the whole contact, not to a single number. If any of the contact's phone numbers (phone, mobile or fax) is opted out, HubSpot shows true.
HubSpot shows false only when none of the contact's numbers are opted out.
What sets the value to true
Any of the following opts the contact out of SMS and sends true to HubSpot:
The contact replies STOP or UNSUBSCRIBE from any of its numbers.
A user manually opts out one of the contact's phone numbers.
The carrier returns error 21610.
The contact is marked as Do Not Contact (DNC).
Aloware Talk shows the opt-out label
The HubSpot contact's opt-out status field shows true
SMS opt-out and DNC are separate
Marking a contact as DNC always opts it out of SMS, but opting out of SMS never sets DNC. To track SMS opt-outs in HubSpot, use this field instead of the DNC mapping.
Aloware owns the value
The direction for this mapping is locked to Aloware to HubSpot, so it can't be saved as Inbound or Bidirectional. Each time Aloware sends the contact, it overwrites whatever is in the HubSpot property. If you plan to use an existing HubSpot property, compare the opt-out counts in both systems before you map it.
When the value is sent
The value follows the Contact Update setting in the Sync tab. If Contact Update is off, Aloware only sends the value when the contact is created, not when its opt-out status changes later.
A bulk opt-in or a bulk DNC removal doesn't reach HubSpot right away. The new value is sent the next time the contact changes. DNC works the same way.
What agents see in Aloware Talk
SMS opt-out status appears on the contact's record, so agents know how they can reach the contact before they call or text.
When a contact is opted out of SMS
The contact record shows that SMS is blocked and calls are still available. It also shows the opt-out reason and the number that triggered it. Agents can't text the contact from any of its numbers, but they can still call. HubSpot shows true.
When a contact is marked as DNC
The contact record shows that both calls and texts are blocked. Marking a contact as DNC also opts it out of SMS, so HubSpot shows true.
When a contact opts back in
A contact can opt back in by replying START. Once none of the contact's numbers are opted out, HubSpot shows false the next time Aloware sends the contact.
Removing DNC doesn't turn SMS back on, so a contact that was marked as DNC stays opted out of SMS until it opts back in.
Editing the property in HubSpot
Changes made to the opt-out property in HubSpot don't reach Aloware. Aloware overwrites the value the next time it sends the contact.
Verify the mapping
After saving the mapping:
Open a contact in Aloware and opt out its primary number.
Open the same contact in HubSpot and confirm the property shows
true.On another contact, opt out a secondary number, such as the mobile number. Confirm HubSpot also shows
true.Opt the number back in. Confirm HubSpot shows false, unless another number on the contact is still opted out.