Setting up CRM sync with HubSpot

Automatically log calls and sync contacts to HubSpot from your agent.

Prerequisites

Before enabling CRM sync on an agent:

1. Connect HubSpot from Settings, then open the Integrations tab (see "Connecting HubSpot CRM" for step-by-step instructions).

2. Verify the HubSpot card shows a green dot and your connected account email.

Enabling CRM sync per agent

1. Open your agent and go to the Behavior tab.

2. Toggle Auto-sync to CRM on.

Changes save automatically.

What gets synced

When Auto-sync to CRM is on:

• Contacts are created or updated in HubSpot using the caller's name, phone number, and email.

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

Disabling

Toggle Auto-sync to CRM off on the Behavior tab. Existing data already in HubSpot is not removed.

Troubleshooting

• Calls are not appearing in HubSpot. Go to Settings > Integrations and check the HubSpot card. If it shows "Needs reconnection," your access has expired. Click Reconnect to restore the connection and resume syncing.

• Auto-sync to CRM is on but no CRM is connected. A warning appears below the toggle. Go to Settings > Integrations and connect HubSpot before sync will work.

• CRM sync only runs for agents with the toggle on. Other agents in your workspace are not affected.