topic Re: SMS - Public Sector Case Studies Assistance! in Tips, Tricks & Best Practices

SMS - Public Sector Case Studies Assistance!

Jraymond87 — Wed, 22 Oct 2025 14:37:22 GMT

Hello!

We are a local government municipality that is exploring the SMS features of HubSpot. We would love to connect with anyone in the community to understand how they utilize this tool. Currently we have the SMS add-on with the Enterprise account. We were advised to reach out to this community by our customer success representative. If you are in the public sector or government area that uses HubSpot's SMS, we'd love to hear from you!

Thank you in advance!

Re: SMS - Public Sector Case Studies Assistance!

Jaycee_Lewis — Thu, 23 Oct 2025 17:16:29 GMT

Hey, @Jraymond87 👋 Welcome to our community! Thanks for the great question. We're so glad your CSM connected you here.

To help get you more targeted responses, can you share a bit more about what you are looking to accomplish?

Are you:

Trying to set up a specific SMS workflow or use case?
Are you running into a challenge or looking for general best practices?
Is there something not working as expected or that could work better or differently?

Even questions like "We're trying to figure out X" or "We're not even sure where to start with Y" are great places to start.

Talk soon! — Jaycee

Re: SMS - Public Sector Case Studies Assistance!

Jraymond87 — Thu, 23 Oct 2025 17:45:53 GMT

Hi @Jaycee_Lewis thank you for your response. Specifically, we're looking for a demo from someone in the public sector industry who has used the SMS capabilities in HubSpot to:

Send citzens updates on festivals or public events in our parks or town.

Repsond to those citezens through SMS.

Understand how their archive process works.

Understand any alert or emergencies systems work with or without SMS.

After speaking with out CSM we were advised to reach out here for a company or orginzation who would be willing to show us what they have done. This would be more of a product overview call with a public sector organization who understands how to use SMS within the guardrails we adhear to. Hope that helps clarify the ask and we look forward to hearing back!

Re: SMS - Public Sector Case Studies Assistance!

Jaycee_Lewis — Tue, 28 Oct 2025 20:48:41 GMT

Hey, @danmoyle @Aakar @SanjayKumar, have you helped any of your clients with similar implementations? Thanks! — Jaycee

Re: SMS - Public Sector Case Studies Assistance!

danmoyle — Wed, 29 Oct 2025 12:31:48 GMT

Welcome to the Community @Jraymond87! @Jaycee_Lewis is right, it's a great question for the Community. Personally I've had clients use more 3rd party tools for SMS, b ut I'm checking with the rest of my team to see what we've done over the years here. I'll drop back in if I can help!

Re: SMS - Public Sector Case Studies Assistance!

danmoyle — Wed, 29 Oct 2025 13:53:50 GMT

@Jraymond87 one quick note here based your questions is that HubSpot SMS is one-way. You can send texts, but you cannot receive them, therefore you can't respond to texts. I've had clients use Sakari instead, which can be used inside of HubSpot. Texts can act as both triggers and actions in workflows, so a response can trigger a response or a task and can do so based on what is said. Basically, you can create a text chatbot.

With that said, you can send folks updates to fiestivals or other events with HubSpot SMS.

I don't know about your question, "Understand any alert or emergencies systems work with or without SMS." Can you clarify what you're looking for here?

Re: SMS - Public Sector Case Studies Assistance!

Jaycee_Lewis — Wed, 29 Oct 2025 16:18:16 GMT

Thank you @danmoyle 🙌

Re: SMS - Public Sector Case Studies Assistance!

Jraymond87 — Wed, 29 Oct 2025 16:57:41 GMT

Hi @danmoyle thank you for explaining the one way communication method of HubSpot's SMS. To clarify further, for the emergency piece. We wanted to see or hear of any examples in cases where an alert needed to go out to large groups of people. On a lighter side of this type, think about lighting or rain coming into a 20,000 person event. Is it possible to not "burn through" all our SMS segement for those cases or do all send count toward our total?

Re: SMS - Public Sector Case Studies Assistance!

danmoyle — Fri, 31 Oct 2025 13:26:43 GMT

@Jraymond87 gotchu. As I understand it, those alerts would count toward the monthly total, yes. I don't think there's an SMS designation of "transactional" as there are in emails. Would be cool though!