HubSpot Use Messages: Your Complete Guide to Engaging Customers

Struggling to get your messages noticed by customers? When it comes to engaging customers effectively, HubSpot offers a powerful suite of tools that go way beyond just sending an email. It’s really about creating a seamless conversation across different channels, whether that’s through live chat on your website, targeted email campaigns, or even those super-quick text messages that everyone actually reads. HubSpot helps you pull all these communication threads into one place, giving you a full picture of your customer interactions. This means you can personalize your messages, automate follow-ups, and keep your team aligned, making sure nothing falls through the cracks. We’ll explore how you can really tap into HubSpot’s messaging capabilities to boost your customer engagement and drive better results.

Understanding HubSpot’s Core Messaging Capabilities

Let’s be real, , our customers are everywhere, and they expect to hear from us on their terms. That’s where HubSpot’s messaging tools truly shine. It’s more than just a place to store contact info. it’s a full ecosystem designed to help you talk with your customers, not just at them.

What “Messages” Really Mean in HubSpot Beyond Just Texting

When we talk about “messages” in HubSpot, most people immediately think of emails, and you’d be right – email marketing is a huge part of it. But honestly, it’s so much more. HubSpot is built to be a central hub for pretty much all your customer conversations:

• Email Marketing: This is probably where many of us start. HubSpot lets you create, send, and track personalized email campaigns, whether it’s a weekly newsletter, a sales sequence, or an automated welcome series. It’s the bread and butter for nurturing leads and staying in touch.
• Chatbots & Live Chat: Ever been on a website and a little chat window pops up asking if you need help? That’s live chat, and HubSpot nails it. You can have real humans talking to visitors in real time, or use chatbots to automate quick answers, qualify leads, and even book meetings. It’s super handy for instant support and grabbing leads when they’re most engaged.
• Conversational Inbox: Imagine having all your customer communications – emails, live chats, form submissions, and even social media messages – in one organized spot. That’s the Conversational Inbox. It means your whole team can see past interactions, collaborate on replies, and pick up conversations exactly where they left off. No more digging through different platforms!
• Forms: These are those vital data collection points on your website. HubSpot forms aren’t just for gathering names and emails. they’re triggers. When someone fills out a form, it can kick off a whole series of personalized messages, assign tasks to your team, or update their profile in your CRM.

Why Businesses Use HubSpot for Messaging Purpose of HubSpot

So, why bother with HubSpot for all this messaging? Well, the “purpose of HubSpot” at its core is to help businesses grow by making customer relationships smoother and more efficient. It’s essentially a powerful CRM Customer Relationship Management platform that bundles marketing, sales, and customer service tools all in one place.

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Here’s why it’s a must for messaging:

• Centralized Communication: Everything lives in one spot. No more juggling a dozen different tools for emails, chats, and calls. This holistic view of customer interactions is one of HubSpot’s biggest strengths.
• Personalization: You can use all that rich data in your CRM to make every message feel personal. Think tailored offers, specific greetings, or content that speaks directly to their needs. This level of personalization really builds trust and can significantly boost engagement and conversions.
• Automation: This is where HubSpot saves you tons of time. You can set up workflows that automatically send messages based on triggers – like when someone fills out a form, opens an email, or visits a specific page. It means your communications are always timely, even when you’re sleeping.
• Tracking and Analytics: You don’t just send messages into the void. HubSpot lets you track everything: open rates, click-through rates, reply rates, and even conversions. This data helps you fine-tune your strategy, understand what’s working, and constantly improve your messaging.

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Can You Text from HubSpot? The Lowdown on SMS Messaging

Now, for the big question a lot of people ask: “can you text from HubSpot?” The short answer is yes, you absolutely can, but it’s important to understand how it works because it’s a bit different than, say, sending an email. HubSpot has evolved its capabilities, but for comprehensive SMS marketing and two-way conversations, you’ll often be looking at specific add-ons or integrations.

Direct SMS Sending: The HubSpot Way or Not

Initially, HubSpot wasn’t built for mass, native SMS marketing in the same way it handles email. It focused more on email and chat. However, HubSpot has listened to its users! As of recent updates and looking into 2025, HubSpot now offers basic built-in SMS features as a paid add-on to its Marketing Hub.

This means if you’ve got the Marketing SMS add-on, you can actually create and send SMS messages directly from HubSpot. You can personalize these messages, schedule them, and manage opt-outs, which is super important for compliance. This native functionality is great for things like appointment reminders, event updates, and promotions, allowing you to engage more directly with customers who’ve opted in.

However, even with these native features, many businesses find that for more advanced, scalable, or two-way texting capabilities across all departments marketing, sales, and support, a specialized texting platform that integrates with HubSpot is still the way to go. HubSpot’s native SMS primarily targets marketing campaigns, so if your sales or support teams need robust texting, you might need more.

Integrating HubSpot with SMS Providers HubSpot SMS Messaging / HubSpot SMS Marketing

This is where the real power of HubSpot SMS messaging often comes into play. Since HubSpot is a fantastic central CRM, it integrates beautifully with many third-party SMS providers. This way, you get the best of both worlds: HubSpot’s robust CRM and automation, combined with specialized SMS tools. Using HubSpot for Project Management: Your Guide to Smarter Workflows

Popular integrations you might hear about include:

• Salesmsg: This is a big one, offering two-way texting and calling directly within HubSpot. You can send bulk SMS messages, run automated campaigns, and keep all your communication logged in HubSpot.
• Sakari SMS: Another strong contender, Sakari allows you to send and receive SMS directly from HubSpot, with support for automated workflows and personalized messaging. They’re also known for international numbers, which is cool.
• Mobile Text Alerts: If you live inside HubSpot and want a “native-like” integration without much fuss, Mobile Text Alerts offers two-way messaging and seamless contact syncing.
• EZ Texting: Great for marketing teams that want plug-and-play campaigns, allowing you to trigger SMS from workflows, personalize messages, and manage replies through a shared inbox.
• Sinch SMS & MMS: This integration supports two-way SMS and MMS messaging and automation workflows. They even offer rich communication service RCS messages for things like read receipts.
• JustCall: A more comprehensive cloud phone system that integrates SMS, allowing messages to be triggered or act as triggers within HubSpot workflows.

How these integrations work:
Typically, you connect your chosen SMS platform to HubSpot, and they usually offer:

• Syncing Contacts: Your HubSpot contacts, including their phone numbers, get synced to the SMS platform.
• Workflows: You can add “send SMS” actions directly into your HubSpot workflows, triggering texts based on contact properties or actions.
• Custom Properties: Use HubSpot CRM custom fields to personalize texts, making them incredibly relevant to each recipient.
• Two-Way Conversations: Many integrations let you send and receive texts directly within the HubSpot interface, so all your team members can see and respond to customer texts.

The biggest benefit here is that you’re tapping into incredibly high open rates. While email open rates might hover around 20-30%, SMS messages boast a staggering 98% open rate, with most read within 90 seconds. That’s a huge difference when you need to get an important message across quickly!

HubSpot Text Message Marketing Strategies HubSpot SMS Marketing

Now that you know how to send those texts, let’s talk about some powerful “HubSpot SMS marketing” strategies. Text messages are short, direct, and incredibly effective, especially when paired with HubSpot’s automation capabilities.

• Lead Nurturing via SMS: Many leads aren’t ready to buy right away. You can use SMS in your workflows to send them valuable content, promotions, or helpful tips to keep them engaged as they move through the sales funnel.
  • Example: If someone downloads an e-book, send a follow-up text a day later with another useful link or resource.
• Appointment Reminders: This is a classic and highly effective use case. Reduce no-shows for demos, webinars, and meetings with timely SMS reminders. Some businesses have seen a 45% decrease in no-shows by adding text reminders.
• Customer Support: Send status updates, quick answers to common questions, or confirm support ticket creation. Some integrations even allow AI agents to handle basic inquiries 24/7, providing real answers without your team having to be constantly online.
• Promotional Offers with clear consent: Flash sales, limited-time discounts, or exclusive deals can be incredibly effective via SMS due to the high open rates. Always ensure you have explicit consent to send marketing texts.
  • Example: “Flash Sale! Get 20% off all items for the next 24 hours! Shop now: “
• Abandoned Cart Recovery: If a customer leaves items in their online cart, a quick, friendly SMS reminder can often bring them back to complete the purchase.
• Post-Purchase Follow-ups: Gather feedback, offer support, or encourage reviews after a purchase. This helps build loyalty and can lead to repeat customers.
• Internal Notifications: Don’t forget your team! Use SMS in workflows to alert sales reps about hot leads, service teams about urgent tickets, or anyone about a critical system update.

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Leveraging HubSpot’s Conversational Tools for Effective Messaging

Beyond direct SMS, HubSpot offers a suite of conversational tools that are designed to streamline communication and enhance the customer experience. These are often built right into the platform and are just as important for a well-rounded messaging strategy.

Live Chat: Instant Support and Lead Capture

Think about it: when you have a question on a website, do you want to fill out a form and wait for an email, or get an instant answer? Most people prefer the latter! HubSpot’s live chat feature is perfect for this, letting you talk to visitors in real time.

• Setting Up Live Chat: It’s pretty straightforward. You can customize the chat widget to match your brand’s look and feel, and even set targeted welcome messages for different web pages or audience segments.
• Chatbot Capabilities: This is where the magic happens for scaling. HubSpot has a free chatbot builder that doesn’t require any coding. You can design bots to qualify leads, book meetings, answer FAQs, and direct inquiries to the right team member. With recent AI advancements, these chatbots are getting smarter, providing prompt responses and freeing up your team.
• Routing Conversations: You can set up rules to automatically route incoming chats to the right person or department. This ensures that a sales query goes to sales, and a support issue goes to support, leading to faster and more efficient resolutions.

Forms: The Gateway to Personalized Communication HubSpot Form Examples

HubSpot forms are fundamental to any inbound strategy because they are often the first direct interaction you have with a potential customer on your website. They’re not just about collecting data. they’re about starting a conversation.

• Collecting Contact Information: The most basic use, but vital. You can design forms to collect names, emails, phone numbers, company names, and any other data you need.
• Progressive Profiling: Instead of asking for everything at once, HubSpot lets you use progressive profiling. This means the form will ask for new information each time a returning contact fills out a form, slowly building a richer profile without overwhelming them.
• Triggering Follow-up Messages: This is where forms become powerful messaging tools. A form submission can instantly trigger a welcome email, enroll a contact in a lead nurturing workflow which could include SMS, as we discussed!, or send an internal notification to your sales team.
• Different Types of Forms: HubSpot supports various form types, like embedded forms on a page, pop-up forms that appear when someone scrolls or is about to leave, and standalone forms. You can create forms for lead generation, contact inquiries, surveys, and more. For example, a “Lead Generation Form” is crucial for converting website visitors into valuable leads by gathering essential information. A “Contact Form” allows customers to ask questions or voice concerns, while “Survey Forms” help you understand customer experience.

The Conversational Inbox: Managing All Your Messages in One Place

Imagine you’re running a busy shop, and customers are calling, emailing, and messaging you on social media. It would be chaos trying to keep up with all those separate conversations, right? That’s exactly what the HubSpot Conversational Inbox solves for your digital communications.

• Unified View of Emails, Chats, Form Submissions: This inbox pulls together communications from various channels – email, live chat, form submissions, and even Facebook Messenger – into a single, organized space. It means your team gets a complete view of every interaction a customer has had with your business.
• Team Collaboration: This is a huge benefit. Team members can easily assign conversations to the right person or department, leave internal comments directly on messages, and tag teammates, all without leaving the thread. This real-time collaboration speeds things up and keeps everyone in the loop.
• Assigning Conversations: You can automatically direct messages to the right team member or department based on factors like ticket type or customer profile. This ensures that inquiries are handled by the most qualified person, improving response times and customer satisfaction.

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Crafting Effective HubSpot Messages: Best Practices and Examples

Just having the tools isn’t enough. you need to know how to use them to create messages that actually resonate. Here’s how to make your HubSpot messages stand out.

Personalization is Key

This isn’t just a nice-to-have. it’s a must. People are much more likely to engage with a message that feels like it’s specifically for them.

• Using Contact Properties: HubSpot’s CRM stores a ton of data about your contacts. Use personalization tokens to pull in their first name, company, recent purchases, or even lifecycle stage directly into your messages.
  • Example Email/SMS: “Hey , saw you checked out our new collection! Get 10% off your first purchase: “
• Segmentation: Don’t send the same message to everyone. Segment your audience based on their interests, behavior, demographics, or stage in the buyer’s journey. This ensures your messages are always relevant.

Clear Call-to-Actions CTAs

Every message should have a purpose. What do you want your recipient to do next? Make it crystal clear.

• Examples: “Shop Now,” “Learn More,” “Book a Demo,” “Reply to Confirm,” “Download Your Guide.”

Timing and Frequency

Sending messages at the right time is crucial. Overwhelm people, and they’ll unsubscribe or ignore you.

• Automated Workflows: Use HubSpot workflows to schedule messages based on specific triggers or delays. For instance, a welcome email immediately after a sign-up, or a follow-up SMS two days after an event.
• Quiet Hours for SMS: HubSpot’s native SMS feature includes “Quiet hours,” ensuring messages are only sent between 8:00 AM and 7:59 PM in the contact’s local timezone. This is a thoughtful touch to avoid bothering people late at night.

A/B Testing Your Messages

Don’t guess what works best. Test it! HubSpot allows you to A/B test different subject lines, body copy, CTAs, and even send times for your emails to see what gets the best engagement. Apply these learnings across your messaging channels. Mastering Your Marketing Data with HubSpot UTM Tracking

HubSpot Email Examples

While we’re focusing on all message types, email remains a core part of HubSpot messaging. Here are some examples of what you can automate:

• Welcome Emails: “Welcome to ! Here’s a quick guide to get you started and a special offer for your first purchase.”
• Nurture Sequences: A series of emails and potentially texts designed to educate leads about your products or services over time. “Since you downloaded , you might also find helpful.”
• Promotional Blasts: “Don’t miss our Labor Day weekend sale – 15% off everything for a limited time!”
• Transactional Emails: Order confirmations, shipping updates, password resets. These are expected and often have high open rates.

Beyond the Basics: Advanced HubSpot Messaging Tips

Once you’ve got the fundamentals down, there are some clever ways to take your HubSpot messaging to the next level, really leveraging its full potential.

Automating Messages with Workflows HubSpot Workflow Examples

HubSpot’s workflows are like your personal automation assistants. They let you set up “if this, then that” scenarios to send messages and perform actions without any manual effort.

• Trigger-Based Actions: A contact performs an action e.g., fills out a form, visits a specific page, clicks an email link, and this triggers a workflow.
  • Example: If a contact submits a “Request Pricing” form, a workflow can instantly send them a personalized email with pricing info, and send an internal SMS notification to a sales rep to follow up.
• Delays and Branches: You can build sophisticated workflows with delays e.g., “wait 3 days” and if/then branches e.g., “if they opened the email, send X. if not, send Y”. This makes your automation dynamic and responsive to individual behavior.
• SMS in Workflows via Integrations: This is a powerful use case we talked about. You can add SMS actions directly into your HubSpot workflows through integrations like Salesmsg or Sakari. This allows you to send welcome texts, re-engagement messages, appointment reminders, and more, all automatically.
  • Workflow Example: “When a contact becomes a ‘customer’ AND opts into SMS, delay 1 hour, then send a welcome SMS with their first name and an offer.”

Reporting and Analytics for Messaging Performance

You can’t improve what you don’t measure. HubSpot’s reporting tools give you the insights you need to understand how your messages are performing. Master Your Communication: A Deep Dive into HubSpot Messaging and Beyond

• Tracking Opens, Clicks, Replies: For emails, you’ll see who opened, who clicked, and what links they interacted with. For SMS especially with integrations, you can track delivery rates, open rates, and response rates.
• Conversation Volume: See how many chats and emails your team is handling in the Conversational Inbox. This helps you identify busy periods or areas where you might need more resources.
• Lead Conversions from Chat/Forms: Tie your messaging efforts back to actual business results. How many leads converted after interacting with a chatbot or filling out a specific form? HubSpot helps you see the ROI of your messaging strategy.

HubSpot Examples in Action

Let’s look at how different types of businesses might actually use HubSpot’s messaging capabilities to drive results. These aren’t just theoretical. they reflect real-world applications of the platform.

• E-commerce Company:
  • Goal: Recover abandoned carts and promote new products.
  • HubSpot Use: Set up a workflow that triggers an automated SMS message if a customer leaves items in their cart for more than an hour, offering a small discount to complete the purchase. Simultaneously, send a personalized email showcasing related products they might like. For new product launches, send an exclusive SMS preview to VIP customers, followed by a broader email campaign.
• B2B Software as a Service SaaS Provider:
  • Goal: Nurture leads and provide timely onboarding support.
  • HubSpot Use: When a potential client downloads a product brochure via a HubSpot form, enroll them in a lead nurturing workflow that sends a series of educational emails over two weeks, interspersed with a personalized SMS offering a free demo. Once they sign up for a trial, trigger an onboarding workflow that sends “getting started” tips via email and check-in SMS messages from their dedicated account manager.
• Service-Based Business e.g., Consulting Firm:
  • Goal: Streamline appointment booking and client communication.
  • HubSpot Use: Use HubSpot’s meeting scheduling tool which integrates with your calendar. When a client books a consultation, an automated email confirms the appointment, and a reminder SMS is sent 24 hours prior. After the consultation, a workflow sends a follow-up email with a summary and next steps, and an internal notification to the consultant to log their notes.
• Educational Institution:
  • Goal: Engage prospective students and provide event updates.
  • HubSpot Use: Prospective students fill out an “interest form” on the website. This triggers an email welcoming them and a segmented drip campaign based on their chosen field of study. For open house events, send SMS reminders to registered attendees a day before and an hour before the event to boost attendance. Use live chat on the admissions page to answer immediate questions and route complex inquiries to specific advisors.

These examples show how HubSpot’s integrated messaging tools, from emails and forms to live chat and SMS often through smart integrations, create a powerful, unified approach to customer engagement. The ability to centralize, personalize, and automate these interactions is what truly sets HubSpot apart.

Frequently Asked Questions

Can you send SMS messages directly from HubSpot?

Yes, you can send SMS messages directly from HubSpot, but it typically requires the Marketing SMS Add-on for Marketing Hub Professional or Enterprise plans. This add-on allows you to create, personalize, schedule, and track SMS campaigns directly within the platform. For more advanced features like robust two-way conversations or bulk SMS across sales and service, many businesses opt for third-party integrations.

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What is the purpose of HubSpot’s messaging tools?

The main purpose of HubSpot’s messaging tools is to provide a centralized, personalized, and automated way for businesses to communicate with their customers and leads across various channels. This includes everything from email marketing and live chat to chatbots and SMS via add-ons or integrations, all aimed at nurturing relationships, providing support, and driving conversions efficiently.

How does HubSpot handle two-way text messages?

HubSpot’s native SMS capabilities primarily focus on outbound marketing messages, but for true two-way texting, you’ll generally use a specialized SMS platform that integrates with HubSpot. Integrations like Salesmsg or Sakari allow your team to send and receive text messages directly within the HubSpot contact record, ensuring all conversations are logged and accessible to sales, marketing, and support teams.

Can I automate text messages in HubSpot workflows?

Absolutely! This is one of the most powerful ways to use “HubSpot SMS messaging.” With either the native Marketing SMS add-on or a third-party SMS integration, you can easily add “send SMS” actions into your HubSpot workflows. This allows you to automate welcome texts, appointment reminders, re-engagement campaigns, and other time-sensitive messages based on specific triggers or contact properties.

What are some examples of HubSpot forms and their uses?

HubSpot forms are essential for collecting information and triggering automated actions. Common “HubSpot form examples” include: Mastering HubSpot’s Tracking Code and API for Deeper Insights

• Lead Generation Forms: Used on landing pages to convert website visitors into leads by collecting contact details e.g., “Download Our E-book” form.
• Contact Forms: Simple forms for visitors to ask questions or get in touch, often found on “Contact Us” pages.
• Survey Forms: Used to gather feedback from customers about their experience or product preferences.
• Event Registration Forms: For signing up attendees for webinars, workshops, or physical events.
  These forms can be embedded, pop-up, or standalone, and filling them out can trigger emails, SMS messages, or internal tasks within HubSpot.

How effective is SMS marketing compared to email marketing with HubSpot?

SMS marketing boasts significantly higher engagement rates than email. While email open rates typically hover around 20-30%, SMS messages are read almost instantly, with an impressive 98% open rate within minutes. This makes SMS an incredibly effective channel for time-sensitive messages, urgent updates, and reaching customers when immediate action is desired, complementing your email strategies perfectly.

Does HubSpot’s Conversational Inbox integrate with social media messages?

Yes, the HubSpot Conversational Inbox is designed to pull communications from various channels into one unified view. This includes emails, live chat messages, and often social media messages, particularly from platforms like Facebook Messenger. This integration helps teams manage all customer interactions from a single place, providing full context and enabling more effective collaboration.