HubSpot
Overview
The HubSpot integration enables a two-way sync. Leads gathered by Signals (either through bot conversations or Contact Discovery) can be sent to HubSpot. Account information (including name, domain, opportunity status, account owner, and account type) can be synced over to Signals for segmenting and agent routing.
Setup
To set up your HubSpot integration go to Settings->Org Settings->Integrations->CRM->HubSpot.
After clicking “START ACTIVATION”, You will be navigated to HubSpot to complete the connection.
Select the account you want to connect to Signals and click “Choose Account”. You will be asked a second time if you want to connect to Signals.
You can disable Signals’ access to your HubSpot account at any time in HubSpot by uninstalling the connected app. Go to Settings->Integrations->Connected Apps.
Now that you’ve connected with HubSpot, you need to turn on the integration in Signals by clicking the toggle in the top right corner of the HubSpot Integration Page. Then scroll do the bottom of the page and click “SAVE”.
Remember when toggling an integration on/off or editing any options, scroll to the bottom of the page and select “SAVE”.
Integration Settings
Criteria
Determine what criteria have to be met before a lead will be synced to HubSpot. The default setting is to send all leads to HubSpot, but you can specify here that a lead must meet a minimum lead score before it can be sent. Lead scores can be set within a bot flow, or they can be updated manually by chat agents. For more information about assigning lead scores in Signals, see Set Lead Score Skill.
For HubSpot only: You can also optionally check the box to link HubSpot cookie to email address immediately. This will sync leads over to HubSpot immediately after an email is captured, without waiting for the conversation to close.
Note: Linking the HubSpot cookie to email address immediately can interfere with the Signals lead assignment function. If you want leads to be assigned in HubSpot based on agent actions within chat, we recommend leaving this option unchecked.
Contact Enrollment
Here you set the default static list in HubSpot where you want to send leads. Note that this can be customized per bot/buying committee using the Create Contact Skill or Plays: Integration Skills. This list will be the default location for leads gathered by Signals but not otherwise specified.
Synchronization Settings
The default setting is to sync leads to HubSpot immediately after a conversation closes. If you want to add a delay, you can change that global setting here.
Event Settings
Choose which Signals events you want to sync to HubSpot as tasks.
Lead Owner
Determine which criteria you want to use to determine a lead owner for leads collected through chat, especially when agents are involved via live chat or a calendar drop.
Field Mapping
Select the fields in your HubSpot instance that you want Signals information to be mapped to.
Note: if you want to track or map a field that doesn't show up in the list of default contact fields on the Signals side, create Custom Contact Fields. Once a new custom field is saved, it will show up in the dropdown list to map to HubSpot. For more information on using custom fields in bot flows, see Mapping custom fields to the CRM.
User Mapping
Important: Map each of your Signals users to their corresponding user in HubSpot. When adding licenses, don't forget to come back and update user mapping to ensure leads are assigned properly.
Account Ownership Rules
Segments
Use segments to define account ownership if you want to refer to a different owner field in HubSpot for different segments. For example, maybe you want your open opportunity segment to pull account owners from a field that says SDR_Owner, but your current customers are owned by the field CSM_owner. This feature will allow you to dynamically update account ownership as deals move through the pipeline.
- You'll first need to create segments in Signals to use in this account ownership section. See Creating a New Segment for more information
- On the HubSpot integration page, click Add Segment Rule
- Select the first segment (for companies that exist in multiple segments, account owners will be assigned based on segment priority within the integration)
- Select the HubSpot user field that defines account owner for this segment
- Define a fallback owner (this will be the owner if the field you selected in Step 4 is blank or contains a user that isn't mapped to a Signals licensed user.
Fallback
If you don't want to use segments to define account ownership, you can select a single field in the CRM to pull account owners from. Select this field from the dropdown menu, and then choose a default owner for companies for whom that field is blank or contains a user that isn't mapped to Signals.
Remember to save your changes!
Scroll down to the bottom of the integration settings page to save before navigating elsewhere in the system.
