HubSpot | Send an SMS, MMS, WhatsApp or RCS message from within a contact record (Conversational view)

You can send SMS, MMS, WhatsApp or RCS messages when viewing a contact record - no need to switch screens. Once you select a Sender ID, it will be cached and pre-filled the next time you send a message, helping you work faster and stay consistent across conversations.

Enable 1:1 Conversations view

From 25 June 2026, new customers installing the Sinch HubSpot integration will need to follow the steps below to enable the Sinch 1:1 Conversations view on their contact records.

Existing customers are not affected. If the Sinch Conversations view is already visible on your contact page, no action is required.

To manually opt in to the 1:1 conversations view:

1. Navigate to Connected Apps.
2. Select the Apps tab.

3. Click Sinch Engage SMS.

   

4. Select the App cards tab.

   

5. On the App cards screen, click Manage Location.
6. Select the Contacts tab and check the Sinch SMS MMS WhatsApp and RCS option. Apply the same steps for Deals and Tickets tabs.

7. Click Save and navigate to the contact record and refresh.

   

8. A button for the 1:1 Conversations view will appear on the contact record.

   

1:1 Conversational view

You can use the conversational view on a HubSpot contact record page which displays message history in a chat style format. You can see the SMS and MMS replies with your contact directly from this view.

1. From the left-side navigation bar, click on CRM and then Contacts.
2. Click into the specific contact you want to message.

3. Under the Sinch SMS MMS WhatsApp And RCS section, click the Send or reply button.

   

4. In the pop-up window, fill out the following details to send a direct message to your contact:
   • Account Name: Your Sinch Engage account.
   • Sender ID: The options here will reflect the Sender IDs you have available to you on your Sinch Engage account e.g. Dedicated numbers, registered alphanumeric sender IDs. The Account Default is the default Sender ID you have set up on your account in the Sinch Engage platform. If you're using the Account Default setting, any changes you make to your default sender ID in the Sinch Engage platform will be applied to this workflow.
   • SMS fall back ID: SMS fallback sender among the sender IDs you've already configured in your account. If the recipient doesn't have RCS enabled on their mobile phone we will send them an SMS instead. 
   • Send to: Select the phone number stored field from the available contact records in the data variable section.
   • Highlight special characters: This switch will highlight any Unicode characters so you can identify where they are if you want to remove them.
   • Media and personalization
     • Add Media: If the sender ID is MMS-enabled, you can upload a media file to send the message as an MMS.
     • Add Templates: If you have any templates saved in your Sinch Engage account, they'll be available in this drop-down list.
       • If you have templates saved in the Sinch Engage platform that include data fields e.g. #firstname#, then this will be populated by the corresponding field in the HubSpot contact profile.
       • If your templates in the Sinch Engage platform utilise any non-standard data fields i.e. the 'custom fields' in the contact profile, then these fields won't work in HubSpot as those fields do not exist in the HubSpot contact profile.
     • Add Personalization: You can use these automatically populate the contact details from the contact record in HubSpot.

     • Add rich content: If the sender ID is RCS-enabled, you can click this icon to select from your available RCS templates, provided you have templates saved in your Sinch Engage account.

       

5. When you're ready, click on Send to send the message or the Schedule icon to schedule the message.

WhatsApp messaging

You can select WhatsApp from the Sender ID selection field. Please note:

• Users can only send a free-form WhatsApp reply within 24 hours of receiving a message from the customer.
• New 1:1 WhatsApp conversations can only be initiated using a predefined, Meta-approved WhatsApp template.
• Opt-outs should be handled in the same way as WhatsApp messages sent via workflows.

Schedule a message

Scheduling a message lets you plan messages ahead of time, so you can reach customers or prospects at the right moment, without needing to send them manually.

1. Click on the clock icon (Schedule) next to the Send button.

   

2. Choose the Date, Time, and Time zone for when you want the message to be sent.

3. Click Schedule.

   

4. Once a message is scheduled, you can manage it using the View/Modify, Send now, or Delete buttons.

Sender status

Different message types and delivery statuses will appear in the message thread. You can view the delivery status directly below each message in the Conversations view.