Setting up CRM sync with HubSpot

Prerequisites

Before enabling CRM sync on an agent:

1. Connect HubSpot from the Integrations page (see "Connecting HubSpot CRM" article).

2. Verify the integration shows as Connected with your account email and portal ID.

Enabling CRM sync per agent

1. Go to your agent's Behavior page.

2. Toggle CRM Sync on.

3. Save.

What gets synced

When CRM sync is enabled:

• Calls are logged to HubSpot as activities after each call completes.

• Contacts are created or updated in HubSpot based on caller information (name, phone, email).

Disabling

Toggle CRM Sync off on the Behavior page. Existing data in HubSpot is not removed.

Troubleshooting

• If calls are not appearing in HubSpot, check the Integrations page. If HubSpot shows "Needs Reconnect," the OAuth token has expired. Reconnect to resume syncing.

• CRM sync only runs for agents that have the toggle enabled. Other agents in your workspace are not affected.