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CRM Integration: HubSpot

Susan Swier Updated by Susan Swier

Business Goal 1: Synchronize Contact information in HubSpot and respond.io.

Synchronize Contact Information in HubSpot and respond.io

Understanding Contact Syncing Logic

There are four tasks that can be automated in order to sync contacts.

Sending data from respond.io to HubSpot

Sending data from HubSpot to respond.io

Create or update a contact in HubSpot when a new Contact is added in respond.io.

When a new Contact is added in respond.io, the Zapier template will automatically search for that contact in Hubspot using the email as the identifier. These are the expected outcomes.

Trigger Event

Conditions

Actions

New Contact is added in respond.io

Contact exists in HubSpot

Update Contact in HubSpot with new details

New Contact is added in respond.io

Contact does not exist in HubSpot

Create a new HubSpot Contact

New Contact is added in respond.io

Contact does not have an email in respond.io

Zap will stop

Method

  • Use a Zapier template

How-to

Use this template:

Template Configuration

Respond.io Trigger

First, follow the steps to set up a respond.io Zapier integration here to configure the trigger.

Run the trigger test and continue on to the action.

Filter Action

Filters by Zapier and multi-step Zaps are only available on Zapier’s Starter plan and above.

This template contains a filter so the Zap will only continue if the respond.io Contact’s email address exists. This is because HubSpot has set email as the required identifier to be used by Zapier.

Zapier filter action

HubSpot Action

Map the fields to be filled in for the newly created Contact. HubSpot has a long list of fields, but email is the only mandatory one. Scroll down and choose any other fields you want to add, e.g., first name, last name, phone number. If you have created Custom Fields in respond.io that match certain HubSpot fields, consider mapping those as well.

HubSpot action configuration

Create or update a contact in HubSpot when a Contact is updated in respond.io

When a Contact is updated in respond.io, the Zapier template will automatically search for that contact in Hubspot using the email as the identifier. These are the expected outcomes.

Trigger Event

Conditions

Actions

Contact is updated in respond.io

Contact exists in HubSpot

Update Contact in HubSpot with new details

Contact is updated in respond.io

Contact does not exist in HubSpot

Create a new HubSpot Contact

Contact is updated in respond.io

Contact does not have an email in respond.io

Zap will stop

Method

  • Use a Zapier template

How-to

Use this template:

Template Configuration

Respond.io Trigger

First, follow the steps to set up a respond.io Zapier integration here.

For this trigger, you’ll need to choose which updated fields you want to be included as a trigger. There is the option to select Standard or Custom. For this example, we chose Standard as this would be the best choice for most common use cases. Add all relevant fields by selecting from the dropdown.

Configure respond trigger

Filter Action

Filters by Zapier and multi-step Zaps are only available on Zapier’s Starter plan and above.

This template contains a filter so the Zap will only continue if the respond.io Contact’s email address exists. This is because HubSpot has set email as the required identifier to be used by Zapier.

Zapier filter action

HubSpot Action

Map the fields to be filled in for the newly created or update Contact. HubSpot has a long list of fields, but the only mandatory field is email. Scroll down and choose any other fields you want to add, e.g., first name, last name, phone number. If you have created Custom Fields in respond.io that match certain HubSpot fields, consider mapping those as well.

Hubspot create or update action

Create or update a Contact in respond.io when a new contact is added in HubSpot

When a new contact is added in HubSpot, the Zapier template will automatically search for that contact in respond.io using email as the identifier. These are the expected outcomes.

Trigger Event

Conditions

Actions

Contact is added in HubSpot

Contact exists in respond.io with an email

Update Contact in respond.io with new details

Contact is added in HubSpot

Contact does not exist in respond.io

Create a new respond.io Contact

Contact is added in HubSpot

Contact exists in respond.io without an email

Create a new respond.io Contact*

*If you recognize this has happened, you can merge the contacts.

Method

  • Use a Zapier template

How-to

Use this template:

Template Configuration

HubSpot Trigger

Select your HubSpot account and set up the trigger. For most use cases, simply select Continue. If you have custom fields you want to add, select these from the Additional Properties dropdown.

HubSpot Trigger setup

Respond.io Action

First, follow the steps to set up a respond.io Zapier integration here.

Select email as the Identifier Type. Map the other fields with the information you want from HubSpot, e.g., first name, last name, phone number.

Respond.io Zapier action configuration

Update a Contact’s information in respond.io when the Contact is updated in HubSpot

When a new Contact is added in HubSpot, the Zapier template will automatically search for that contact in respond.io using email as the identifier. These are the expected outcomes.

Trigger Event

Conditions

Actions

Contact is updated in HubSpot

Contact exists in respond.io with an email

Update Contact in respond.io with new details

Contact is updated in HubSpot

Contact does not exist in respond.io

Create a new respond.io Contact

Contact is updated in HubSpot

Contact exists in respond.io without an email

Create a new respond.io Contact*

*If you recognize this has happened, you can merge the contacts.

Method

Use a Zapier template

How-to

Use this template:

Template Configuration

HubSpot Trigger

Select your HubSpot account and set up the trigger. For most use cases, simply select Continue. If you have custom fields you want to add, select these from the Additional Properties dropdown.

HubSpot trigger configuration

Respond.io Action

First, follow the steps to set up a respond.io Zapier integration here.

Select email as the Identifier Type because HubSpot uses email as the required identifier for Zapier. Map the other fields with the information you want from HubSpot, e.g., first name, last name, phone number.

Respond.io action configuration

Enrich Contact Data using a Workflow

If you don’t have a Zapier subscription or you only need to get extra details on a particular Contact, use a Workflow. For example, if you’re chatting with someone about a support issue, you can use this Workflow to get additional information about them from HubSpot.

Method Objectives

  • Provide Contact’s identifier to HubSpot
  • Save retrieved data
  • Update Contact information on respond.io platform

Workflow Setup

Tip: Consider using the Ask for Phone Number or Email method earlier in the Workflow.

Here’s how to use an HTTP Request to retrieve one field from an external CRM.

use an HTTP Request to retrieve one field from an external CRM
Provide Contact’s Identifier to your CRM
Tip: Learn more about sending HTTP requests here.

Use the HTTP Request Step to provide the Contact’s identifier to your CRM or business software. In this example, we’ll use Email as the Contact’s identifier. Keep in mind, your CRM may use Email, Phone Number or some other identifier.

HubSpot HTTP Request initial configuration
1. Add HTTP Request Step and select the request method GET from the dropdown.
2. Input the URL endpoint for HubSpot API with your HubSpot API Key (hapikey). Here’s how to get your HubSpot API Key.
3. Expand Body toggle, select application/json as Content-Type Header and leave the Request Body field empty as it’s not required for the GET method.
4. For the Header toggle, leave the Key and Value field empty as it’s not required by HubSpot.

Save Retrieved Data

Response Mapping is used to save the information you get from the CRM as a Variable. The Variable can later be used to update the Contact’s field on respond.io. This example will show you how to save the Customer ID field as a Variable.

HubSpot Response Mapping configuration
In order to map the retrieved data, you’ll need to know what the response looks like. For our HubSpot API call example, we can see the response sample here. If you want to see what your specific response looks like, use Postman.

1. Pick the fields you want to retrieve. In this example, we’ll retrieve the vid field to get HubSpot Unique Customer ID.



2. In the HTTP Request configuration panel, expand the Response Mapping toggle, add $.vid in the JSON Key field and give it a Variable name. Here’s how to fill JSON Key for different response formats.


Update Contact information on respond.io platform
Tip: Learn more about Update Contact Field Step here.

Use Update Contact Field Step to automatically update a Contact’s data in respond.io. Here’s an example of how to update one field.

Update Contact Field configuration
1. Add Update Contact Field Step and select the field you want to save from dropdown.
2. Input in the field with the Variable from the Response Mapping section.

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