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HubSpot | Rich Communication Services (RCS) in HubSpot

Updated

You can send Rich Communication Services (RCS) messages through contact-based workflows in HubSpot using an RCS template from the Sinch Engage platform.

Before you begin

Currently, the only supported HubSpot sending source is contact-based workflows and then RCS workflow actions. You'll need to:

RCS templates

RCS templates are required because HubSpot workflow actions do not currently support composing Rich Cards or Carousels directly. Predefined templates in the Sinch Engage platform provide a structured way to manage rich content.

Things to keep in mind when selecting a template

  • You can use up to 4 template fields in RCS templates and up to 4 media fields in RCS templates, allowing a maximum of 4 rich cards per carousel in the initial release of the HubSpot Rich RCS integration.

  • All template fields must be populated with values (they cannot be left empty).
  • The template selection dropdown supports only the first 25 RCS templates.

  • Users must map all body fields and media fields defined in the template.
    For example, if a template includes two body fields and two media fields, then:

    • Body contact field {{1}} and Body contact field {{2}} must both be filled.

    • Body media_url_1 and Body media_url_2 must also be filled.

Send RCS messages from a workflow using RCS templates

Sending Buttons

Buttons can be fully configured from the Sinch Engage platform and you don't need to configure anything from the HubSpot platform.

Sending Rich Cards (Rich buttons)

Rich Cards are configured within the Sinch Engage platform. If a template includes a Rich Card, the corresponding media field must be enabled in the HubSpot workflow action to allow image uploads. Button text is configured in the Sinch Engage platform - only the image needs to be provided in HubSpot.

Sending Carousels

Carousels are made up of multiple Rich Cards (limit up to four in HubSpot). To support this, four media fields need to be enabled in the HubSpot workflow action.

Send outbound Rich RCS messages

Note: If you haven't used HubSpot workflows before, see how to create workflows.

  1. From the left-side navigation bar, click on Automation and then Workflows.
  2. Click on the Create workflow drop-down button and click From scratch.
  3. Select a trigger to send your message.
  4. Click on the + icon to open the list of available actions.
  5. Scroll down and click on Sinch SMS & MMS from the Integrated Apps section to open the drop-down.

  6. From here, select Send RCS. This is also where you can add SMS / MMS to workflows or add WhatsApp to workflows.

    Select RCS under the Sinch SMS & MMS integrated apps in HubSpot.
  7. Configure the RCS action.
    • Phone Number: Select the appropriate contact token for your contact's mobile number to send the RCS message.
    • Account: Select the Sinch Engage account you want to send from.
    • Sender ID: Select RCS as your Sender ID. If you already have a RCS agent configured, this field will automatically populate with the RCS option. The available RCS number is retrieved from the Sinch Engage platform and reflect what’s configured in your Sinch Engage account. If you don’t yet have a RCS agent, you can find more information on how to connect RCS to your Sinch account.

    • Send SMS Fallback: Select this option to enable SMS fallback. Once you tick the checkbox, you’ll be able to choose the Fallback SMS Sender ID, and the SMS Fallback Message fields will automatically appear.

    • Fallback SMS Sender ID: Select the Sender ID you want to send the SMS fallback message from. 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.

    • SMS Fallback Message: Type the SMS fallback message if the device isn't compatible to receive RCS messages.

      RCS properties in HubSpot - SMS Fallback option.
      • Type of RCS: You can select RCS Message or RCS Template.
        • RCS Message: You will be able to send RCS messages with text and with a media file attached to it. Note that you aren't able to send Rich Cards, Carousals or other rich formats with this method.
          • Text Message: Compose your message. You can include any relevant personalization by choosing from the data variable list e.g. First Name.

          • Media URL: To send a multimedia file, paste the image URL here. Please review the RCS media requirements before setting this up.

            Type of RCS properties in HubSpot.

        • RCS Template: Select this option If you want to send rich RCS messages (with rich cards, carousals or other rich formats).

          • Rich Media Templates: Select the RCS template name you would like to send.
          • Template Language: Select the language for your template. If the same template exists in multiple languages, all configured languages will appear in the dropdown menu.
          • Template Body: This field will display the body of the selected template. You can hover over the text to preview it and confirm that you’ve selected the correct template.
          • Body contact Fields: To personalize this message to your customers, replace the message variables with contact fields or add any static value.

          Note: Ensure all required fields are filled in the selected template. Currently, a maximum of four fields can be populated. Please select a template that contains four or fewer contact fields to avoid errors during sending.

          • Media/Rich card Image Fields: You can add images when you have rich card or carousel in your template by pasting the image URL here. Please review the RCS media requirements before setting this up.

          Note: Ensure all required media fields are filled in the selected template. Currently, a maximum of four media fields can be populated. Please select a rich RCS template that contains four or fewer rich cards or carousals to avoid errors during sending.

          For a Rich Card: Enter the media URL in the Card media URL {{media_url}}.

          For a Carousel: Review the template body and add media URLs in the Carousel media URL fields.

          • Owner: Select the owner of this action - this selects the email address to which notifications relating to this action will be sent.

            RCS template fields in HubSpot_EN.png
  8. Click Save.
  9. When you're ready, click Review and Publish.
  • Select Yes, enroll contacts who meet the enrollment criteria immediately when the workflow is turned on before turning on the workflow.
  • Select No, only enroll contacts who met the trigger criteria after turning the workflow on if you want to send a bulk message to anyone who meets the enrollment criteria  after turning the workflow on. 

RCS media validation

You can troubleshoot a RCS workflow using the Action logs to check for any errors:

  1. Open your RCS workflow.
  2. In the top navigation, click on View.
  3. Click on Action logs to open a new tab.
  4. Click into the event to see the Event details in the pop-up on the right.
  5. You can check the Event for any errors and the Server response for more information.
RCS workflow action log.

RCS basic media size limits

  • Image: 100MB
  • Video: 100MB
  • Gif: 100MB
  • Audio: 100MB
  • Others: 100MB

RCS basic media allowed file types

For RCS basic, you can upload the following file types: gif, h263, jpeg, jpg, m4p, m4v, mpeg, mpg, pdf, png, wav, webm, mp4

RCS templates (cards/carousel) media size limits

  • Image: 2MB
  • Video: 10MB
  • Gif: 2MB
  • Audio: 2MB
  • Others: 2MB

RCS templates (cards/carousel) media allowed file types

For RCS templates, you can upload the following file types: gif, h263, jpeg, jpg, m4p, m4v, mpeg, mpg, png, wav, webm, mp4

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