Goal: Use automated and conversational messaging in HubSpot (Sinch Engage SMS app) to engage consumers at key moments of their buying journey while enabling real-time lead handoff to retail partners.
Provide instant lead notifications
You want to qualify leads faster
Provide real-time concierge-style support
Increase engagement with high-intent consumers
Engage consumers at key moments in their buying journey
Customer scenario
Customer industry: Luxury goods (working with retail partners)
A premium brand captures online leads through its website and manages engagement using HubSpot. Many high-value or complex products are not purchased directly online - instead, customers require consultation, concierge-style assistance, or connection to a local sales representative or retail partner.
By adding RCS, SMS and MMS into its workflows, the brand can qualify buyer intent in real time, deliver trusted personalized concierge support, and instantly notify retail partners when new high-intent leads are ready for follow-up.
This approach connects consumers and retailers through a seamless, automated messaging experience.
By integrating SMS, MMS, and RCS into HubSpot workflows, the brand can:
Instantly notify retail partners when high-intent leads are captured
Send automated SMS polls and surveys to new subscribers
Re-engage post-purchase customers for cross-sell opportunities
Customer feedback:
“We were amazed at how many people actually give us their mobile number when subscribing - it’s a huge untapped opportunity. If we could text them right away to ask their buying timeline or connect them to our concierge, it would change the way we convert leads.”
Implementation requirements
Product setup:
Sinch Engage + HubSpot integration installed and authenticated
MMS / SMS-enabled numbers and RCS agent provisioned
Messaging templates created (polls, follow-ups, notifications)
HubSpot workflows configured with response branching
Data requirements:
Contacts with valid mobile numbers and SMS opt-in
HubSpot Web Forms capture opt-in and retailer info
HubSpot website tracking enabled for event-based triggers
Workflow summary
- Trigger: HubSpot Form submission, lifecycle stage changes, website events, or retail selection forms
- Audience: Consumers who are looking for engagement rings and high end jewelries.
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Result:
- Consumers receive timely, coordinated engagement and assistance from a concierge if they want to buy immediately.
- Sales team get instant leads - accelerating qualification and conversion.
Key use cases and setup guide
Retailer notifications for leads
Business need: Reduce the delay between consumer inquiry and retailer follow-up
Workflow setup:
Trigger: High-intent lead captured via the contact us web form
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Action: Send SMS to retailer partner contact
e.g. “New lead: {{Name}}, {{ProductInterest}}, {{ZipCode}}. Reach out ASAP.”
Results:
This reduces lead handoff time between the company and retail partner
Faster retailer response
Higher conversion rate
Consumer buying timeline poll
Business need: Identify high-intent buyers immediately after subscription
Workflow setup:
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Trigger:
New form submission
Engagement ring page subscription
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Message example:
“Hi {{FirstName}}, what’s your buying timeline?
1 = Now
2 = < 3 months
3 = Later” -
Workflow branching:
“1” → Immediate concierge outreach
“2” → Nurture sequence
“3” → Long-term education flow -
Action: Send SMS to retailer partner contact
e.g. “New lead: {{Name}}, {{ProductInterest}}, {{ZipCode}}. Reach out ASAP.”
Results:
Faster lead prioritization
More efficient sales allocation
Higher engagement with serious buyers
Post-purchase cross-sell
Business need: Re-engage customers for complementary purchases e.g. wedding bands
Workflow:
Trigger: Contact tagged with a specific lifecycle stage or property e.g. “Engagement Ring Customer”
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Message example:
“Congratulations on your engagement! Have you chosen your wedding band yet?”
Results:
Personalized upsell opportunity
Increased customer lifetime value
Real-time website engagement
Business need: Engage high-value shoppers while actively browsing
Workflow:
Trigger: HubSpot website event tracking identifies a logged-in contact browsing specific product pages.
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Message example:
“Hi {{FirstName}}, we see you’re exploring rings - can we help you find your perfect design?”
Results:
Converts passive browsing into active engagement
Provides luxury-level concierge experience
Improves conversion rates
FAQs
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Can this workflow support RCS to send rich message?
Yes - RCS supports verified sender branding, interactive buttons, carousels, and rich media - ideal for premium or luxury brands where trust and visual presentation are critical.
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Can this workflow support MMS and images?
Yes - MMS allows high-resolution imagery to be included in messages.
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Can workflows branch based on replies?
Yes - Numeric or keyword responses can trigger workflow branching.
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Can retailers reply directly?
Yes - Two-way messaging allows retailers to reply and engage in conversations.
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Can this scale across multiple retail partners?
Yes - Workflows can dynamically route notifications based on territory or postcode.
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Do I need HubSpot event tracking for real-time website engagement?
Yes - Triggers rely on HubSpot tracking active sessions for logged-in users.