HubSpot

Connect Convrs to your HubSpot account to sync conversation transcripts into the CRM, view contact details alongside chats, and start outbound conversations from a HubSpot contact search.

Once integrated, Convrs will:

• Write a Note on the matching HubSpot contact every time a conversation closes, containing the full transcript.
• Display HubSpot contact details (name, email, phone, lifecycle stage, owner) inside the User Details panel during a chat.
• Optionally let agents search HubSpot contacts when starting an outbound chat, so the new conversation is linked to the correct contact from the first message.

Permission Required

Connecting and configuring HubSpot is an administrator action. You must accept all OAuth permissions requested during the HubSpot consent screen — Convrs cannot operate with a partial scope grant.

Connecting Convrs to HubSpot

Connecting is a one-time OAuth handshake. You sign in to HubSpot, approve the scopes Convrs requests, and HubSpot redirects back to Convrs with an access token. After that, syncing is off until you explicitly enable it.

Start the Integration

Begin the OAuth flow that links your HubSpot portal to Convrs.

Steps:

1. Open the Integrations screen and select HubSpot from the menu.
2. Click the Integrate button.
3. A Login to HubSpot button appears. Click it to open HubSpot in a new tab.
4. Sign in to the HubSpot portal you want to connect (if you manage multiple portals, choose carefully — Convrs links to whichever portal you authorize).
5. Review and accept all requested permissions on the HubSpot consent screen.
6. Return to the Convrs tab. The card refreshes to show a connection status banner.

Result: The status banner shows the connected HubSpot user and portal ID. A yellow banner means the connection succeeded but syncing is not yet active — you still need to press Enable. A green banner means syncing is fully active.

Enable Syncing

Turn on the live sync between Convrs conversations and HubSpot.

Steps:

1. With the integration showing a yellow "connected" banner, click the Enable button at the bottom of the card.
2. Confirm the action in the dialog that appears.

Result: The banner turns green and the Enable button disappears. From this point on, every closed conversation will attempt to write a transcript Note to HubSpot, and the User Details panel will show the matching HubSpot contact during live chats.

Disable / Disconnect

Fully disconnect HubSpot from Convrs.

Steps:

1. Click the Disable button at the bottom of the HubSpot card.
2. Confirm in the dialog.

Result: Convrs clears the stored OAuth tokens, the configured options, and the hooks that drive transcript syncing. To use HubSpot again, you must repeat the full Integrate flow and grant permissions from scratch.

How Transcripts Are Written to HubSpot

When a Convrs conversation closes, the platform attempts to write the full transcript as a Note attached to a HubSpot contact. Finding the right contact follows a fixed sequence of matching rules — Convrs always tries the most reliable signal first.

Matching Rules (in order)

1. CRM ID match — If the Convrs user is already linked to a HubSpot contact (for example, because they were created via outbound search or matched on a previous conversation), the transcript is written directly to that contact. No search is performed.
2. Email match — If no CRM ID is stored, Convrs searches HubSpot for a contact whose email property exactly matches the user's email address. If a unique match is found, it's linked to the Convrs user and used for the transcript.
3. Phone match — If email doesn't match (or there is no email on the user), Convrs searches HubSpot's phone and mobilephone properties. The search runs against the exact international (E.164) number as well as HubSpot's calculated national number, so contacts imported from forms (which often populate only mobilephone) are still found.
4. Create a new contact — If no match is found, Convrs creates a brand-new HubSpot contact using whatever is known about the user (email, phone, first and last name), then writes the transcript to it.

When a Transcript Is Skipped

Convrs will not create an empty HubSpot contact. If the user has no email, no phone, and no name, the matching step has nothing to work with and the transcript is skipped for that conversation. This typically only happens for anonymous web-chat visitors who never identified themselves.

What the HubSpot Note Looks Like

Each closed conversation produces one or more Notes on the matched contact:

• The Note timestamp matches the conversation's close time, so it sorts correctly on the HubSpot contact timeline.
• The Note body contains the full agent/customer transcript.
• Very long conversations are split across multiple Notes (HubSpot caps each Note at roughly 65,000 characters).

Viewing HubSpot Contact Details During a Chat

Once HubSpot is enabled, the right-hand User Details panel inside Agent Chat automatically loads the matching HubSpot contact for the user you're chatting with. There's nothing the agent has to do — the panel updates as soon as a chat is opened.

See the HubSpot Card

View HubSpot CRM details for the current chat's user.

Steps:

1. Open a chat in Agent Chat.
2. Look at the User Details panel on the right.
3. The HubSpot section shows the matched contact's name, email, phone numbers, lifecycle stage, and owner — whichever fields are populated on the HubSpot record.
4. Click the ↗ icon next to the contact name to open the full contact record in HubSpot in a new tab.

Result: You can review the customer's CRM context (lifecycle stage, owner, prior contact info) without leaving Convrs.

Outbound HubSpot Search

If Allow HubSpot searching in outbound is enabled, the Create New Chat form gains a HubSpot search box. Agents can find a HubSpot contact first and start the new chat against that contact, so the conversation is linked from the very first message — no waiting for the close-time matching rules to catch up.

Configure Outbound Search Options

Choose whether outbound chats can search HubSpot, and whether agents must pick a match.

Steps:

1. On the HubSpot integration card, scroll to the Options section.
2. Check Allow HubSpot searching in outbound to expose the search box in Create New Chat.
3. Optionally check Only allow HubSpot matches in outbound to require agents to pick a search result before they can start the chat. (This option is only selectable when the first option is checked.)
4. Click Save Options and confirm.

Use Outbound Search

Start a new outbound chat against a HubSpot contact.

Steps:

1. Open Create New Chat.
2. Type a name, email, or phone number into the Search HubSpot contacts field.
3. After a brief pause, up to five matching HubSpot contacts appear in a dropdown beneath the search box, each showing name, email, and phone.
4. Click a result to select it. The phone, email, first name, and last name fields auto-fill from the HubSpot contact.
5. Click the ↗ icon on any result to open that contact in HubSpot in a new tab without selecting it.
6. Submit the form to start the chat.

Result: The new conversation is linked to the selected HubSpot contact from the very first message. The transcript is written back to that exact contact when the chat closes — Convrs does not need to match by email or phone because the CRM link is already in place.

Related Topics

• Integrations
• Salesforce
• User View
• Agent Chat