Setting Up HubSpot CRM Integration

This article explains how to connect HubSpot CRM to Orivio, what happens automatically, and how syncing works. If you’re new to CRMs, follow each section step by step.

What It Does

The HubSpot integration links Orivio contacts to HubSpot contact records. When a new contact comes in from an inbound message, Orivio checks HubSpot for a match by email or phone. If found, the contact is linked and enriched with their name, company, and job title from HubSpot. Agents can view the HubSpot record in the chat sidebar and add new contacts to HubSpot with one click.

Before You Start

• Only an admin can connect a CRM.
• No API keys or tokens are needed — you simply sign in to HubSpot.
• You can connect only one CRM per organisation: either HubSpot or Salesforce, not both.
• To switch CRMs, you must disconnect the current one first.

Tip: Make sure you have admin access in both Orivio and HubSpot before starting.

Connecting HubSpot

1. Go to Settings → Integrations.
2. On the HubSpot card, click Connect.
3. You’ll be redirected to HubSpot’s sign-in page. Sign in and select your HubSpot account.
4. HubSpot will list four permissions: view contacts; create, delete or change contacts; view deals; and view account details (including primary domain and user emails).
5. You’ll see an “unverified app” notice with a checkbox. This is expected.
6. Tick the checkbox and click Connect app.
7. You’ll return to Orivio, and the HubSpot card will show as connected.

• Your HubSpot password is never seen or stored by Orivio.
• Access tokens are encrypted for security.

What Happens Automatically

• New contacts from inbound messages are matched to HubSpot by email or phone.
• If a match is found, the contact is enriched with name, company, and job title.
• No manual refresh is needed — this happens automatically.

The CRM Card in a Chat

The CRM (HubSpot) card appears in the right-hand sidebar during live chat conversations. It is collapsed by default; click to expand.

• If the person is in HubSpot: Their details are shown, along with an Open in HubSpot link.
• If the person is not in HubSpot: You’ll see “This contact isn’t in HubSpot yet” and an Add to HubSpot button. Clicking this creates and links the contact.

Limitation: The CRM card only appears in live chat conversations. It does not show on email conversations or the contact detail page.

How Syncing Works

Syncing is two-way and automatic once a contact is linked. The following six fields sync:

• First name
• Last name
• Email
• Phone
• Company
• Job title

Sync rules:

• Changes in either system update the other.
• The most recent change wins.
• A blank value never overwrites an existing value.
• Only contacts already linked to HubSpot sync. Contacts not yet in HubSpot are not created automatically — use Add to HubSpot once.
• Orivio → HubSpot syncs within seconds.
• HubSpot → Orivio syncs within seconds, with a backup check every 5 minutes.

Note: Notes, tags, deals, tickets, and any secondary emails or phones do not sync. Only the primary email and phone are included.

Limits

• Unverified app notice: Orivio’s HubSpot app is not yet listed on the HubSpot App Marketplace. HubSpot will warn that it is unverified during connection. It is safe to continue; the notice will disappear once the app is listed.
• Connection limit: While unlisted, the app can only be connected to a limited number of HubSpot accounts. If you are refused a connection, contact Orivio support.
• Company field: Orivio writes the company name to the contact’s “Company name” property. This property is not shown by default in HubSpot’s “Key information” panel. Use Actions → View all properties to see it. Orivio does not create or link to HubSpot’s “Companies” records.

Troubleshooting

• “Add to HubSpot” does nothing: The contact likely has no email address (e.g., created from Instagram or WhatsApp). HubSpot requires an email to create a contact. Add an email in Orivio, then try again.
• Phone not appearing in HubSpot: Only the primary phone number syncs.
• Connect returns an error: The integration may not be fully configured for your workspace. Contact Orivio support.
• Change not syncing: Make sure the field is one of the six that sync, and the new value is not blank. HubSpot → Orivio sync can take up to 5 minutes if the instant notification is missed.

Disconnecting

To disconnect HubSpot:

1. Go to Settings → Integrations.
2. Click Disconnect on the HubSpot card.

• Syncing stops immediately.
• Contacts already in HubSpot remain there; Orivio contacts remain in Orivio.
• You can now connect a different CRM if needed.

For further help, contact Orivio support.