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Overview

The CRM HubSpot Integration feature allows you to streamline communication and automate key workflows within your organization. By integrating HubSpot into our system, you can perform Pre-Call and Post-Call actions to enhance customer interactions, manage data efficiently, and improve your team’s productivity.

This guide walks you through the steps to configure HubSpot integration, set up Pre-Call and Post-Call actions, and assign these workflows to your agents.

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Key Benefits of HubSpot Integration:

  • Seamless Connectivity: Directly connect HubSpot to your system for real-time data syncing.
  • Automated Workflows: Save time with automated Pre-Call and Post-Call actions, reducing manual effort.
  • Improved Efficiency: Ensure your agents have all necessary call information readily available.
  • Actionable Insights: Log key interaction data like call summaries and notes directly to HubSpot.

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How to Set Up HubSpot Integration

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Step 1: Access the Integration Page

  1. Log in to your dashboard.
  2. Navigate to the AI Agents section on the left-hand menu.
  3. Click on Actions and select Custom Action to begin the integration setup.

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Step 2: Select a Template

  1. Click the Create Action button to open the template modal.
  2. From the list of available CRMs, select HubSpot.
  3. Choose one of the following templates based on your workflow:
    • Pre-Call Action: Automate actions required before a call (e.g., retrieving contact details, preparing interaction summaries).
    • Post-Call Action: Automate actions to capture details after a call (e.g., logging notes, updating activity records).
  4. Click Use Template to proceed.

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Step 3: Connect to HubSpot

  1. On the Pre-Call or Post-Call Action page, click Connect HubSpot.
  1. A pop-up will appear, listing data points you can integrate with HubSpot:
    • Call Summary
    • Activity Date (hs_activity_date)
    • Call Outcome (hs_call_outcome)
    • HubSpot Ticket ID (hubspot_ticket_id)
    • Call Notes
  1. Select the data points you want to sync and click Save. These will now be available in your HubSpot account.

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Step 4: Configure Variables (Optional)

  1. Under the Variables section, add any custom data keys or values required for your integration.
    • For example: Key = CallerName, Value = {{caller_name}}.
  2. Click Add New to add additional variables as needed.

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Step 5: Customize Action Prompts

  1. Use the Action Result Prompt section to define what data should be displayed or logged after the action.
    Example:
Action result prompt Example:
The caller's name is {{name}}.
The caller's email address is {{email}}.
The caller's last interaction was on {{last_interaction}}.
The previous call summary is: {{activity_summary}}.
  1. Click Add More if additional prompts are required.

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Step 6: Test and Save

  1. Click the Test button to simulate the action and verify its functionality.
  2. Once the test is successful, click Save and Publish to activate the integration.

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Step 7: Assign Actions to Agents

  1. Return to the Actions page in the AI Agents tab.
  2. You will see a table listing all configured actions, including Pre-Call and Post-Call workflows.
  3. Assign each action to the respective agent by clicking on the Assign Agent button next to the action name.

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Use Cases for Pre-Call and Post-Call Actions

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Pre-Call Action

Use this workflow to prepare agents before a customer interaction. It retrieves key information such as:

  • Contact details
  • Last interaction summary
  • Relevant notes
    This ensures agents are equipped with context for the call.

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Post-Call Action

Automate the documentation process after a call. Log the following data into HubSpot automatically:

  • Call outcomes
  • Notes from the conversation
  • Next steps or follow-ups
    This helps your team maintain consistent records and save time on manual updates.

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Tips for a Successful Integration

  • Verify Data Mapping: Ensure all selected data points are correctly mapped to HubSpot fields.
  • Test Before Publishing: Run a test for each template to confirm the integration works as expected.
  • Use Consistent Prompts: Define clear and concise prompts for consistent data logging.
  • Monitor Usage: Regularly check the actions table to ensure all workflows are assigned and utilized by your agents.