HubSpot: How to Use Snippets (Cold Outreach)
Texts and DMs get answered faster than emails. Here's how to send them with HubSpot SMS snippets and log them correctly as part of the Touchpoint Process
🎥 Watch the training recording (3 min)
What You'll Need Before You Start
- HubSpot access with the contact record you're reaching out to
- Your assigned tasks
- A way to send the message: iMessage on your Mac, your phone, Facebook Messenger, or Instagram DMs
- Optional: the HubSpot mobile app with the HubSpot keyboard turned on (see Step 5)
Step 1: Log the Outreach as a Call
- Open the contact record in HubSpot.
- Click More, then Log a Call.
- Select the Contact you're reaching out to.
- Set the call outcome. If you haven't heard back yet, choose No Answer.
📌 Important: Log every text, DM, and social message as a call. Don't log it as a text message or social media activity. This keeps all non-email touchpoints tracked the same way.
Step 2: Insert the SMS Snippet
- In the call notes, type # followed by the snippet name, for example #text1. You can also just type #text to see all the text snippets.
- Pick the snippet you need (for example, Prospect SMS). It drops into the notes.
- SMS snippets are named the same way as the email templates, so Text #1 pairs with Email #1 and so on. Texts #1 through #4 are all available.
💡 Tip: The snippets use tokens that fill in the contact's name and team name automatically. The only thing you need to add is your own name.
Step 3: Copy and Send the Message
- Copy the filled-in snippet text.
- Paste it into whatever channel you're using:
- iMessage / text (straight from your Mac's Messages app)
- Facebook DM
- Instagram DM
- Any channel other than email
- Send it, then save the logged call in HubSpot.
Why texts?
Email works, but a lot of contacts don't respond to it much. Adding texts and DMs gives you more touches and better odds of a reply.
Step 4: Follow the Touchpoint Timing
Every AM has Touchpoint tasks assigned for Email #1 and Text #1. Send them in this order:
|
Touchpoint |
When to send |
Notes |
|---|---|---|
|
Email #1 |
Day 1 |
Sets up the text, which refers back to it |
|
Text #1 |
Day 2 (recommended) |
The text says something like "following up on my email," so the email has to go out first |
If you're sending the email now, edit the text task so it just says Text and set its due date for tomorrow.
📌 Same-day option: You can send the text on the same day as the email, as long as you send it later in the day. The team recommends the next day.
Step 5 (Optional): Use Snippets from Your Phone
If you have the HubSpot app on your phone, you can add the HubSpot keyboard. Once it's on, type # plus the snippet name and the snippet fills in right on your phone. This lets you text contacts straight from your phone without copying from a desktop.
🎥 Coming soon: Sydney is recording a screen walkthrough of the HubSpot keyboard setup. A link will be added here.
Best Practices
- Email first, then text. The text refers to the email, so the order matters.
- Always log it as a call. This applies to texts, DMs, and social messages.
- Add your name every time. The tokens take care of the contact and team name, but not your signature.
- Use all four texts. Texts #1 through #4 are there to add more touches to your sequence.
- Pick the channel the contact actually uses. If they're more active on Instagram than iMessage, DM them there.