CloudCX's integration with Hubspot allows you to easily access customer information in the CloudCX Agent Console and synchronize data conveniently from CloudCX to Hubspot. The integration delivers a consistent customer information management experience and improves agent efficiency.
CloudCX supports two ways for Tenant administrators to connect to Hubspot:
Connect to Hubspot with system configuration via Connector Hub Setting > Hubspot in the system administrator portal. You can find more details about integrate with Hubspot CRM Application-HubSpot.
Connect to Hubspot with custom configuration via App & Integrations > Settings > custom configuration. You can find more details about Custom Configure Hubspot in CloudCX Tenant https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/276660357?draftShareId=36a046ef-594b-4834-8c6f-7f8c2dfee4b2.
Connect CloudCX to Hubspot CRM
Prerequisites
To connect with Hubspot, your CloudCX system administrator needs to complete the integration in the CloudCX admin system > Connector Hub Settings > Hubspot. You can find more details about Integrate with Hubspot CRM Application-HubSpot.
Step by Step Instructions
Go to your CloudCX system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to App & Integrations.
Select the Hubspot card, and click on “Settings”.
Click on “Connect with Hubspot” and then login with your Hubspot account.
Note: You need to have particular sets of permissions in your Hubspot account for the integration to work. It is recommended that you use an Hubspot Admin account.
Choose one account to connect with your CloudCX system, then click on “Choose Account”.
Warnning: Choose Standard Hubspot Accounts, please do not select the App Developer Account you just created, or you won't be able to connect successfully.
Click on “Connect app” to approve the permission requests from your CloudCX system, theHubspot connect page will be closed automatically.
The connected Hubspot account will be showed on the App & Integrations > Settings. Now, CloudCX will be able to save or update visitor’s information to the connected Hubspot account.
Configure Hubspot in CloudCX
After connecting CloudCX with your Hubspot, you need to choose whether you want CloudCX to record Web Chat / Inbox data as Task details, Contact details, or create a Ticket in your Hubspot account.
Automatically Create Contact/Ticket/Task in Web Chat/Inbox
Select “Automatically”, then specify in each section what data the CloudCX will automatically create into the Hubspot.
| Sections | Actions |
|---|---|---|
Web Chat |
|
|
Inbox |
|
Sections | Actions |
|---|---|
When a Matching Contact is Found |
|
Configure the object fields mapping and display in Web Chat/Inbox
Click on “Customize Now” to enter the customize identification rules.
Configure customize rules to identify the Hubspot Account, Contact and Lead, then click on “Save”.
Click on “Save“ to save the Hubspot configuration.
For Sales: Record Visitors as Contacts and Chats/Conversations as Tasks
A contact will be automatically created for each visitor who cannot be found from the existing contacts in the Hubspot account, and a task is automatically created for each chat/conversation of the visitor.
Create a Contact
If a visitor cannot be found by the identification rule from the existing contacts in your Hubspot account, a new contact will be automatically created for the visitor when a chat is starts, or an offline message is received, or a conversation is starts.
Warnning: If the new contact can not be created in your Hubspot account, please check whether the new contact’s Phone Number is filled in correctly, when the Phone Number is wrong, Hubspot can not synchronize the new contact successfully.
Create a Task
When creating a new contact, the chat/conversation of the contact is attached as a task under the contact. For an existing contacts, each chat/conversation from the contact will be automatically added as a task.
For Support: Record Visitors as Contacts and Chats/Conversations as Tickets
Contact will be automatically created for each visitor who cannot be found from the existing contacts in your Hubspot account, and a ticket is automatically created for each chat/conversation of the visitor.
Create a Ticket
When creating a new contact, the chat/conversation of the contact is attached as a ticket under the contact. For an existing contact, each chat/conversation from the contact is attached as a ticket.
Update Contact Information
If a visitor can be found from the existing contacts in your Hubspot account, options are available to decide whether the contact information will be overwritten:
Do not update the contact information
Update the contact with information from Web Chat/Inbox
Only add new information (Do not overwrite existing information)
Manually Create Contact/Ticket/Task in Web Chat/Inbox
If you don’t want to create Contact/Ticket/Task automatically, you can create them manually in your CloudCX Agent Console. Manually click on the action you want to perform, and the corresponding data will be recorded in your Hubspot account.
Select “Manually Create Contact/Ticket/Task in Agent Console”.
Configure the object fields mapping and display in Web Chat/Inbox
Click on “Customize Now” to enter the customize identification rules.
Configure customize rules to identify the Hubspot Account, Contact and Lead, then click on “Save”.
Click on “Save“ to save the Hubspot configuration.
Web Chat/Inbox Data You Can Get in Hubspot
Contact Details
CloudCX Fields in Web Chat | CloudCX Fields in Inbox | Hubspot Contact Fields |
Agent who chatted with the contact | Agent who conversated with the contact | Contact Owner |
Name | Last Name | Last Name |
Phone | Phone Number | Phone Number |
Company | Company Name | Company Name |
Ticket/Task Details
CloudCX Fields in Web Chat | CloudCX Fields in Inbox | Hubspot Ticket Fields | Hubspot Task Fields |
Agent who chatted with the contact | Agent who conversated with the contact | Subject | Subject |
Name | Last Name | Contact | Subject |
Subject | Subject | ||
Phone | Cell Phone | Ticket description | Comments |
Company | Company Name | Company | / |
Tenant ID | Tenant ID | Subject | Subject |
Chat Channel | Chat Channel | Subject | Subject |
Chat Content | Conversation Content | Ticket description | Comments |
Chat ID | Conversation ID | Ticket description | Comments |
Note | Note | Ticket description | Comments |
Agent Wrap-up | / | Ticket description | Comments |
Start Time | Start Time | Ticket description | Comments |
End Time | End Time | Ticket description | Comments |
Custom Fields and Custom Variables | / | Ticket description | Comments |
Attachments | Attachments | Attachment section in Ticket description Details | Attachment section in Comments Details |
Note: While creating a new contact, the Agent in CloudCX need to manually set the use in Hubspot as the Contact Owner. The same rule is applied to the Ticket Owner, and Task Owner.
Disconnect CloudCX to Hubspot CRM
Click on the “disconnect” icon to open a confirmation window for disonnect the Hubspot account. Click on “OK” button to disonnect the Hubspot account, or click on “Cancel” to cancel the disconnection.
