Keep HubSpot up-to-date and view important HubSpot data on leads and customers right from the Intercom inbox. This app:
Automatically syncs new leads between HubSpot and Intercom, including their owners, and any qualification data you collect.
When you send a lead from Intercom to HubSpot, they’ll be created as a ‘contact’ in HubSpot. Their lifecycle stage will be set as 'Lead'.
Logs conversations people have in Intercom in their activity timeline in HubSpot.
Only sends data one-way from Intercom to HubSpot. This app cannot sync data from HubSpot to Intercom.
The HubSpot app is available on the Essential, Advanced, and Expert plan, and is free for some features. You may be required to upgrade to a paid HubSpot account to access all features.
What you’ll need
Admin access in your HubSpot account.
Install the HubSpot app
You’ll find HubSpot in the Intercom App store. Click Install now to add it to your Intercom workspace.
Next, you’ll be prompted to connect your HubSpot account to Intercom.
Once installed, choose how to send your leads and their conversations to HubSpot.
Send your leads and their conversations to HubSpot
From App Store > HubSpot > Settings you can now choose to send your leads and their conversations to HubSpot in one of two ways:
Automatically - Automatically send new lntercom leads and their conversations to HubSpot.
Manually - Send a lead to HubSpot from the inbox.
Create HubSpot contacts automatically
To automatically create contacts in HubSpot for all your leads, enable “Automatic contact creation” in the app settings:
Now, every lead and user with an email address will be created as a contact in HubSpot.
Note:
Only leads and users created after you’ve installed the HubSpot app will be automatically created in HubSpot. If you’d like to sync leads from before the app installation, export them from Intercom and import them to HubSpot. The HubSpot app will sync your leads' name, email and phone number.
When a HubSpot contact is created from Intercom, their lifecycle stage will be set as 'Lead'. This isn't customizable.
If the option to "Automatically create HubSpot contacts" is disabled, you can still create HubSpot contacts with bot follow-up actions.
If a HubSpot Contact is created separately first, creating an Intercom Lead later will update the HubSpot Contact.
If an Intercom Lead is created separately first, and then a HubSpot Contact is created afterwards, the HubSpot Contact will only update if one of the mapped fields is then updated in Intercom.
In both cases, if the two records were created separately, they still sync in terms of showing the HubSpot details in the Inbox app.
In order for the HubSpot tracking cookie to accurately update the user's creation source in HubSpot, the user will need to have accepted cookies on the customer's site. Otherwise, the user will show "Offline Sources from Integration" as the source.
After a HubSpot contact is created, your leads' and users' conversation transcripts will also automatically appear as activities in HubSpot. We send Intercom conversations to HubSpot when they are started or closed.
Important:
Only conversations that were started after you connected the HubSpot app to Intercom, and that have an end user reply, will be sent to HubSpot.
Conversations from before you connected the HubSpot app will not be sent to HubSpot unless a customer replies after the app was connected.
Manually create contacts in HubSpot with a single click
It’s easy to create a contact in HubSpot while you chat to a customer. Just click Create contact in the HubSpot app in the inbox, next to the conversation.
You may need to click Edit apps to pin the HubSpot app to your inbox sidebar first.
Your customer will be created as a contact in HubSpot. You can easily check their:
Name
Email
Company Name
Lifecycle Stage
Lead Status
Owner
Your leads' and users' conversation transcripts will also automatically appear as activities in HubSpot.
To view Intercom conversations in HubSpot, ensure you have Intercom switched on in your activity filters under "Integrations".
Enrich HubSpot contacts with Intercom as a conversion point
By giving Intercom permission to access the HubSpot tracking cookie, you can enrich customers in HubSpot with Intercom as a conversion point.
First, create a new Text type attribute with the name hubspot_tracking_cookie from Settings > People data.
Then toggle off preventing updates via the Messenger for this attribute and click Save.
Now open App Store > HubSpot > Settings and check the box to “Allow Intercom to access the HubSpot tracking cookie”:
You’ll then see Intercom actions in HubSpot under the contact’s activity:
If the lead has DNT (Do not track) enabled in their browser, they’ll still be created in HubSpot, but without details provided by the tracking cookie.
How to use the app
Send qualified leads to HubSpot automatically
If you use the Automation Basics ‘Qualify leads’ tool to qualify your leads, you can automatically create 'contacts’ in HubSpot as a follow-up action.
For example, if a lead provides you with their company name, company size and email address, you could automatically create those leads in HubSpot.
Sync your leads' details
Whenever you manually update your lead’s qualification details in Intercom, they'll automatically update in HubSpot.
The following qualification attributes are updated automatically:
Email address
Phone number
First name and last name
Company Name
You can also map other qualification attributes from Intercom to HubSpot. From App Store > HubSpot > Settings, open Map data sent to HubSpot and choose a HubSpot contact attribute for each of your qualification attributes in Intercom.
This only syncs changes to lead's details made by manually updating their qualification data in the Intercom Inbox or user profile. Changes made via the JavaScript snippet, or the REST API will not be synced. If you update a lead’s email address in HubSpot, it will disconnect the lead in Intercom. If you update a lead’s email address in Intercom, it will create a new HubSpot contact.
Apart from Company name, only user level attributes are supported. Company attributes cannot be sent to HubSpot.
Sync Intercom lead owners with HubSpot
When a contact is created in HubSpot, their Intercom owner is set as the HubSpot owner if they exist in HubSpot.
If there’s no owner in Intercom and you manually create the lead from your inbox, you’ll be set as the contact owner in HubSpot.
Owners are only synced at the time a contact is created, not when the contact or owner is updated.
Trigger workflows in HubSpot using Intercom conversations
You can use any part of an Intercom conversation to trigger an action in a HubSpot workflow.
When creating a ‘trigger’ in your workflow, just select ‘Intercom conversation property’:
You can use any part of the Intercom conversation as your trigger, including:
The date it occurred
Keywords contained in the conversation’s transcript
The conversation’s URL
For example, you might have a workflow to automatically nurture new leads who are interested in pricing. You can automatically add new lead conversations from Intercom to this workflow, that mention ‘pricing’ or ‘monthly plans’:
FAQs
How do I uninstall the HubSpot app?
If you need to uninstall the HubSpot app at any time, just go to the app store, click on the HubSpot app, and click 'Uninstall':
If you uninstall the HubSpot app from within Intercom, you should unauthorized/uninstall Intercom from within Hubspot as well. Otherwise you might run into issues with manual or automatic contact creation.
You can find more information about how to uninstall the Intercom app from HubSpot here. HubSpot 'contact' information that was synced to Intercom before the app was uninstalled will remain. Check our pricing plans here to get this Integration.
Can I see when a contact has been sent an email via an Intercom Series through an integration with HubSpot?
With the default integration, only one-on-one/direct conversations will show up in HubSpot for users on Intercom. Emails in a series are considered mass outbound messages and not conversations. However, if you have the dev resources, your team may be able to build a custom solution using Intercom webhooks and the REST API to update a custom attribute for the user. You can then use HubSpot's Data Sync integration to sync the Intercom attribute with the HubSpot field.
How do I sync the conversation rating updated date to HubSpot?
Syncing Intercom conversation fields to HubSpot isn't available with the HubSpot app at the moment. For an automated solution, you could look to a third-party platform like Zapier which allows more flexibility with what data can be sent between Intercom and HubSpot. If you have the developer resources, you can also use the webhook conversation.rating.added along with the HubSpot API to update the desired attribute on HubSpot.
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