The steps below will establish the initial connection between Contact Center AI Platform (CCAI Platform) and HubSpot by locating and providing the relevant domain information to the CCAI Platform portal.
Prerequisites
The Admin must locate the following two parameters in order to set up Hubspot integration:
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HubSpot Domain ID
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API Key
Supported features
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SmartActions
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CSAT over IVR v1
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Custom Callback number
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API DAP (Basic Auth)
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Flexible inbound call
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Chat transcription attachment
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Force use provided ticket ID
Configure HubSpot
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Log in to HubSpot using an account with Administrator credentials.
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In the URL address locate the customer's Hubspot URL and write down the Domain IDnumber.
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Create a private app in HubSpot and generate an access token, which is a Private App Auth Token, within the app. For more information, see Developer platform in the HubSpot documentation.
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Save the token.
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In the Active API Keyfield, click the Copylink.
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Sign in to the CCAI Platform portal with Admin permissions.
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In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settingsmenu, click Menu.
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For Agent Platform, select HubSpot.
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In the HubSpot Domain IDfield, enter the domain ID from step 2.
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In the Private App Auth Tokenfield, enter the Active API key from step 5.
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For CRM Record Type, select a CRM record type. This determines which object type (tickets or deals) is used for CRM record lookup. If you select Service > Tickets, then CRM Ticket Viewappears.
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If CRM Ticket Viewappears, select a CRM ticket view:
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Standard view: the standard HubSpot ticket view
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Help desk view: the HubSpot helpdesk view, which provides real-time updates
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Optional: For Calls, select the Attach call data directly to the Call objectcheckbox to push call data directly to the call object.
This data includes call data such as status, length of call, call started and finished, call recording, and associations to tickets, deals or users.
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If Sales > Dealswas selected as the CRM Record Type, the Pipeline and Stage dropdowns will display and are used when creating a new deal. Use these fields to indicate the status of the deal (CRM record).
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Use the Phone Number Formatmenu to select the format used for phone number lookups and how the phone number is formatted in the HubSpot record. Select Automaticas the format type unless your phone numbers are stored in a specific format in the CRM.
The available format options are:
Automatic: Create: +1 222 333 4444, Search: *222*333*4444
E.164: +12223334444
US Local: 2223334444
US Local Standard: (111) 222-3333
National: (111) 222-3333
International: +1 222 333 4444
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Select the Attach session metadata files to CRM recordsoption to include the session metadata file as part of the record in HubSpot.
The session metadata file includes detailed information about a session and is sent approximately 15 minutes after the session is ended as a JSON file. For more information, please see the Session Metadata File
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Use the Customfields for records section to automatically create custom fields for CRM records via API and push session data to those fields.
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Click Save.
Data passed to the CRM
Once HubSpot has been integrated, the Admin Portal can pass call datato the CRM automatically.
This data is attached to the Call object in HubSpot by default and includes:
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the call duration
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a copy of the call recording (in .wav format)
The Call object also includes a description of the call at the top of the screen to describe what has been done, such as IVR call Completed .
You can select the outcome of the call such as Connected , No answer , or Left voicemail , using the Select an outcomedropdown at the top of the window.
The Call information is associated with the Contact record in HubSpot as well as either the Ticketor Dealobject, depending on the configuration in the Admin Portal.
To see where else this information has been shared, click Associations.
