8.3 Integrating HubSpot in CloudCX

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 Custom Configure Hubspot in CloudCX Tenant.

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

1. Go to your CloudCX system CloudCX installation domain, and log in with the admin account.

2. From the left navigation menu, go to App & Integrations.

3. Select the HubSpot card, and click on “Settings”.

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4. Click on “Connect with HubSpot” and then login with your HubSpot account.

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5. Choose one account to connect with your CloudCX system, then click on “Choose Account”.

6. Click on “Connect app” to approve the permission requests from your CloudCX system, the HubSpot connect page will be closed automatically.

7. The connected HubSpot account will be shown 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 select 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

1. Select “Automatically”, then specify in each section what data the CloudCX will automatically create into the HubSpot.

2. Configure the object fields mapping and display in Web Chat/Inbox

3. Click on “Customize Now” to enter the customize identification rules.

4. Configure customize rules to identify the HubSpot Account, Contact and Lead, then click on “Save”.

5. 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 can not 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.

• 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 contact, 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.

1. Select “Manually Create Contact/Ticket/Task in Agent Console”.

2. Configure the object fields mapping and display in Web Chat/Inbox

3. Click on “Customize Now” to enter the customize identification rules.

4. Configure customize rules to identify the HubSpot Account, Contact and Lead, then click on “Save”.

5. Click on “Save” to save the HubSpot configuration.

Web Chat/Inbox Data You Can Get in HubSpot

Contact Details

Ticket/Task Details

Disconnect CloudCX to HubSpot CRM

Click on the “disconnect” icon to open a confirmation window to disconnect the HubSpot account. Click on “OK” button to disconnect the HubSpot account, or click on “Cancel” to cancel the disconnection.