Goal: Use SMS in HubSpot workflows (Sinch Engage SMS app) to improve lead engagement and increase enquiry conversions.
You want to follow up new enquiries quickly
Phone calls and emails alone aren’t generating responses
You need a low-friction way for leads to engage
You want to automate reminders and follow-ups
Customer scenario
Customer industry: Education
Prospective students submit course enquiries via the website. The Career Advisor team follows up using HubSpot workflows combined with Sinch Engage SMS.
Results achieved:
Faster first contact
Improved engagement from leads who don’t answer phone calls or emails
More consistent messaging using pre-approved templates
Customer feedback:
“SMS gives leads a simple, low-pressure way to ask questions. It’s less intimidating than a phone call.”
Implementation requirements
Product setup:
Sinch Engage + HubSpot integration installed and authenticated
MMS / SMS-enabled numbers provisioned
Data requirements:
Lead mobile number field populated
First name field populated
Consent captured (where required by regulation)
Workflow summary
- Trigger: New lead form submission in HubSpot
- Audience: Leads with a valid mobile number and SMS consent
- Message example: “Hi {{FirstName}}, I’ve just sent you an email with course details - check your inbox!”
- Result: Lead receives coordinated email + SMS follow-up, increasing engagement and response rates
Key use case and setup guide
- New lead form submitted in HubSpot.
- Configure your trigger: Create a contact-based HubSpot workflow that triggers when a lead submits an enquiry form e.g. course enquiry form.
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Attempt first phone call or send your initial email: Add an email action to deliver your initial details (e.g. course information pack) using a HubSpot email template.
This ensures immediate response as well as consistent branding/messaging.
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Add the SMS follow-up via Sinch: After the email step, add a Send SMS action.
e.g. Hi {{FirstName}}, I’ve just sent you an email with course details - check your inbox!
This reinforces your email delivery and increases visibility.
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Add a conditional reminder. Add a delay of 2 days, followed by a condition: If the email hasn’t been opened or the lead hasn’t replied, then send a reminder SMS.
e.g. Hi {{FirstName}}, just checking in to see if you had any questions about the course info I sent through.
This captures leads who may have missed the initial contact.
FAQs
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Can customers reply to these messages?
Yes - If two-way messaging is enabled, replies will appear in the HubSpot contact timeline.
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Can I combine SMS with email sequences?
Yes - Combining SMS and email typically increases engagement compared to using email alone.
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Can this workflow be reused for other lead types?
Yes - You can clone the workflow and adjust triggers and messaging for different enquiry types.
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Can workflows branch based on replies?
Yes - Numeric or keyword responses can trigger workflow branching.