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FeaturesNurtureHubUpdated March 22, 2026

Blog: Introducing SMS Touchpoints in NurtureHub Nurture Journeys

Introducing SMS Touchpoints in NurtureHub Nurture Journeys

Release v1.0.78

NurtureHub nurture journeys now support SMS alongside email. From this release, agents can add SMS messages to any nurture sequence, giving contacts a consistent experience across two channels — with zero additional workflow setup required.

What this release adds

SMS in nurture sequences

Nurture journeys are no longer email-only. When assigning a contact to a category, the AI-generated sequence can now include SMS touchpoints at any step. A typical three-step sequence might look like:

  1. Email — welcome / introduction
  2. SMS — short follow-up nudge (≤ 160 characters)
  3. Email — detailed property insight or call to action

The platform handles generation, scheduling, and delivery for every step.

AI-generated SMS content

The same AI that writes nurture emails now writes SMS messages in the agency's brand voice. Every generated SMS fits within the 160-character GSM-7 limit, so messages are delivered as single parts — keeping costs predictable and formatting clean on all UK handsets.

Opt-in and opt-out compliance

SMS is a higher-consent channel than email. NurtureHub enforces this by requiring a separate SMS opt-in record for each contact. The platform will not send an SMS to any contact who does not have explicit SMS consent recorded, regardless of their email consent status.

When a contact replies STOP, the platform processes the keyword automatically:

  • The contact is marked as SMS opted-out immediately.
  • No further SMS messages are queued or sent to that contact.
  • The opt-out state is visible on the contact record.

This behaviour is automatic and requires no agent action.

Delivery receipt tracking

Every SMS sent through NurtureHub generates a delivery callback record. Agents and platform administrators can see whether a message was delivered, failed, or went undelivered — the same level of visibility already available for email sends.

Cost tracking

Each outbound SMS is costed at the point of send and attributed to the sending tenant. Cumulative SMS spend appears in the billing and usage dashboard, separate from email send volume.

Unified lead scoring

SMS delivery events join the same engagement event store used by email. This means:

  • Lead scores update when SMS events are received, not just email events.
  • Hot-lead alert thresholds apply across both channels.
  • Engagement timelines in the contact record show email and SMS events in chronological order.

No additional scoring configuration is needed.

Requirements and constraints

ConstraintDetail
Supported numbersUK mobile numbers only
Message length160 GSM-7 characters maximum
Consent requirementSeparate GDPR-compliant SMS opt-in required
Opt-out mechanismInbound STOP keyword, processed automatically
Cost visibilityPer-tenant, visible in billing dashboard

Getting started with SMS

  1. Check contact consent — ensure each contact has an SMS opt-in recorded before including them in an SMS-enabled sequence.
  2. Assign the contact to a category — the platform will generate a sequence that may include SMS touchpoints where appropriate.
  3. Review and approve — the approval step shows email and SMS steps together. SMS previews display the generated message and character count.
  4. Monitor delivery — delivery status and engagement events appear in the contact's engagement timeline and contribute to their lead score.

Released in v1.0.78. For API-level documentation on SMS events and consent fields, see the API Reference.