Goal: Use HubSpot workflows and Sinch messaging SMS & RCS (Sinch Engage SMS app) to automate patient communications, increase consultation attendance, drive marketing conversions, and recover lost revenue from no-shows.
Reduce consultation no-show rates through automated, intelligent follow-up
Recover lost revenue by re-engaging missed appointments with personalised RCS journeys
Increase marketing campaign conversions using high-volume SMS and rich RCS messaging
Improve patient experience with timely, interactive, two-way communication
Drive operational efficiency by centralizing and automating messaging inside HubSpot
Customer scenario
Customer industry: Dental / Health services
A dental practice struggled with consultation no-shows. They now use automated messaging inside HubSpot to manage high-volume patient engagement at scale by making the most of:
Automated reminders, confirmations, and follow-ups
Large-scale SMS marketing campaigns (50,000+ messages)
Rich, interactive RCS messaging for engagement and conversion
Data-driven re-engagement of consultation no-shows
By integrating SMS, MMS, and RCS into HubSpot workflows:
Follow-ups are automated and personalized
Response data feeds back into CRM records
Engagement data informs optimization
Messaging supports operational efficiency
Using HubSpot workflows and Sinch messaging, they are developing an automated follow-up strategy to re-engage these customers, driving both retention and revenue growth.
This data-driven communication model is now central to their expansion plans and showcases how integrated messaging inside HubSpot can directly impact operational efficiency and business results.
Implementation requirements
Product setup:
Sinch SMS and RCS channels enabled
Sender IDs configured
HubSpot contact properties synced
Data requirements:
Valid mobile number
Marketing consent (where required)
Lifecycle stage or appointment status properties
Consultation attendance tracking
Workflow summary
- Trigger: Campaign launch e.g. Black Friday
- Channel: SMS or RCS broadcast
- Audience: Segmented marketing list
Result: Increased campaign conversions and retargeting of engaged/inactive contacts
Key use cases and setup guide
Post-Consultation Review Requests (RCS)
Business need: Capture authentic patient feedback in an engaging format to build trust and social proof.
Workflow setup:
Trigger: Consultation completed
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Action: Send RCS review request
e.g. “Thanks for chatting with us! How did your consultation go? Your feedback helps others start their journey with confidence. Leave a quick review…”
Results:
Increased review capture rate
Improved service insights
Stronger online reputation
Large-Scale Promotional Campaigns (SMS & RCS)
Business need: Drive high-volume sales during limited-time promotions.
Workflow:
Segmented HubSpot lists
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Campaign-based SMS or RCS sends
e.g. “Enjoy some serious savings - Take up to $500 off your clear aligner package…”
e.g. “Black Friday: Up to $500 off your clear aligner package & get a free bundle…”
Retarget engaged contacts
Results:
Large message campaigns e.g. 50,000+ messages
Higher engagement using rich RCS media
Increased conversion during Black Friday Cyber Monday (BFCM) promotions
Consultation No-Show Recovery (RCS + Email Automation)
Business need: Reduce consultation no-shows
Workflow setup:
Trigger: Contact marked as “No Show” in HubSpot.
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RCS Initial message: We missed you at your consultation! Tell us what happened so we can help you take the next step. Choose an option below:
- Scheduling conflict
- Felt anxious
- Worried about cost
- Still researching
- Not interested
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Workflow action, branching and results:
- Schedule conflict - RCS follow up message and email (24h later if not rebooked) increases rebooking rate.
- Felt anxious - RCS follow up message and email sequence (reassurance messaging, patient testimonial, 5-day follow-up) reduces hesitation and increased trust.
- Worried about cost - RCS follow up message with terms/deals and email (finance explanation, clear pricing reassurance, link to finance page) reduces price objections.
- Still researching - RCS follow up message and email (transformation photos, treatment benefits, social proof) results in higher conversion among comparison shoppers.
- Not interested - RCS follow up message and email (short feedback request, survey link) captures valuable churn insight.
FAQs
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Why use RCS instead of SMS for no-show follow-up?
RCS allows interactive buttons, branding, and rich media, improving engagement and response rates.
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Can SMS be used if RCS is unavailable?
Yes. SMS can replicate the flow using keyword replies (e.g. reply 1, 2, 3).
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How are responses tracked?
All replies sync to the HubSpot contact timeline and can trigger automated workflows.
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Can this workflow scale?
Yes. Our customers run 50,000+ message campaigns while simultaneously managing automated operational flows.