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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:
HubSpot Domain ID
API Key
Supported features
SmartActions
CSAT over IVR v1
Custom Callback number
API DAP (Basic Auth)
Flexible inbound call
Chat transcription attachment
Force use provided ticket ID
Steps to configure HubSpot
Log in to HubSpot using an account with Administrator credentials.
In the URL address locate the customer's Hubspot URL and write down
the Domain ID number.
Go to Settings > Integrations > API Key.
In the Active API Key field, click the Copy link.
Log in to the CCAI Platform portal using an account with Admin permissions
assigned.
Go to Settings > Developer Settings > CRM
Under Agent Platform, select HubSpot.
In the HubSpot Domain ID field, enter the Domain ID from Step
2 above.
Paste the Active API key from HubSpot into the API Key field.
Use the CRM Record Type field to indicate which Hubspot object
(Service > Tickets or Sales > Deals) will store
CCAI Platform session data and for CRM record lookup.
NOTE: If the Deals object is selected, then the Deals object must be
used for record lookup.
Select the Attach call data directly to the Call object option
to enable pushing call data directly to the Call object.
This data includes call data points such as status, length of call,
call started/finished, call recording, and associations to tickets,
deals or users.
If Sales > Deals was 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).
Use the Phone Number Format dropdown to select the format used
for phone number lookups and how the phone number is formatted in
the HubSpot record.
::: tip
Select Automatic as the format type unless your phone numbers
are stored in a specific format in the CRM.
:::
Select the Attach session metadata files to CRM records option
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
Use the Custom fields for records section to automatically
create custom fields for CRM records via API and push session data
to those fields.
IMPORTANT: Creating fields in the CRM is a one-way process and cannot be
undone from the CCAI Platform portal.
Click Save.
Data passed to the CRM
Once HubSpot has been integrated, the Admin Portal can pass call
data to the CRM automatically.
This data is attached to the Call object in HubSpot by default and
includes:
the call duration
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 outcome dropdown at the top
of the window.
The Call information is associated with the Contact record in HubSpot as
well as either the Ticket or Deal object, depending on the
configuration in the Admin Portal.
To see where else this information has been shared, click
Associations.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThis guide outlines the steps to integrate Contact Center AI Platform (CCAI Platform) with HubSpot, requiring both the HubSpot Domain ID and API Key.\u003c/p\u003e\n"],["\u003cp\u003eThe integration supports features like SmartActions, CSAT over IVR v1, and flexible inbound calls, but does not support storing media files such as SMS or MMS content.\u003c/p\u003e\n"],["\u003cp\u003eConfiguration involves logging into both HubSpot and the CCAI Platform portal, entering the Domain ID and API key, and selecting the CRM record type (Service > Tickets or Sales > Deals).\u003c/p\u003e\n"],["\u003cp\u003eAdmins can customize phone number formats for lookups and data storage, select the option to attach session metadata, and create custom fields for CRM records.\u003c/p\u003e\n"],["\u003cp\u003eAfter integration, call data such as duration, recording, and call outcomes are automatically passed to HubSpot and associated with the Call, Contact, Ticket, or Deal objects.\u003c/p\u003e\n"]]],[],null,["# HubSpot\n\nThe steps below will establish the initial connection between Contact Center AI Platform (CCAI Platform) and\nHubSpot by locating and providing the relevant domain information to the\nCCAI Platform portal.\n\nPrerequisites\n-------------\n\nThe Admin must locate the following two parameters in order to set up\nHubspot integration:\n\n- HubSpot Domain ID\n\n- API Key\n\nSupported features\n------------------\n\n| **Note:** The HubSpot integration does not currently support the storage of media files, such as content sent via blended SMS or MMS messages.\n\n- SmartActions\n\n- CSAT over IVR v1\n\n- Custom Callback number\n\n- API DAP (Basic Auth)\n\n- Flexible inbound call\n\n- Chat transcription attachment\n\n- Force use provided ticket ID\n\nSteps to configure HubSpot\n--------------------------\n\n1. Log in to HubSpot using an account with Administrator credentials.\n\n2. In the URL address locate the customer's Hubspot URL and write down\n the **Domain ID** number.\n\n3. Go to **Settings \\\u003e Integrations \\\u003e API Key**.\n\n4. In the **Active API Key** field, click the **Copy** link.\n\n5. Log in to the CCAI Platform portal using an account with Admin permissions\n assigned.\n\n6. Go to **Settings \\\u003e Developer Settings \\\u003e CRM**\n\n7. Under **Agent Platform** , select **HubSpot**.\n\n8. In the **HubSpot Domain ID** field, enter the Domain ID from *Step\n 2* above.\n\n9. Paste the Active API key from HubSpot into the **API Key** field.\n\n10. Use the **CRM Record Type** field to indicate which Hubspot object\n (**Service \\\u003e Tickets** or **Sales \\\u003e Deals**) will store\n CCAI Platform session data and for CRM record lookup.\n\n NOTE: If the Deals object is selected, then the Deals object must be\n used for record lookup.\n11. Select the **Attach call data directly to the Call object** option\n to enable pushing call data directly to the Call object.\n\n This data includes call data points such as status, length of call,\n call started/finished, call recording, and associations to tickets,\n deals or users.\n12. If **Sales \\\u003e Deals** was selected as the CRM Record Type, the\n Pipeline and Stage dropdowns will display and are used when creating\n a new deal. Use these fields to indicate the status of the deal (CRM\n record).\n\n | **Note:** The Pipeline and Stage fields are required.\n13. Use the **Phone Number Format** dropdown to select the format used\n for phone number lookups and how the phone number is formatted in\n the HubSpot record.\n\n ::: tip\n Select **Automatic** as the format type unless your phone numbers\n are stored in a specific format in the CRM.\n :::\n\n The available format options are:\n\n Automatic: Create: +1 222 333 4444, Search: \\*222\\*333\\*4444\n\n E.164: +12223334444\n\n US Local: 2223334444\n\n US Local Standard: (111) 222-3333\n\n National: (111) 222-3333\n\n International: +1 222 333 4444\n14. Select the **Attach session metadata files to CRM records** option\n to include the session metadata file as part of the record in\n HubSpot.\n\n The session metadata file includes detailed information about a\n session and is sent approximately 15 minutes after the session is\n ended as a JSON file. For more information, please see the [Session\n Metadata File](#UUID-2556172e-903f-4dac-c0e2-02115d533b71)\n15. Use the **Custom** fields for records section to automatically\n create custom fields for CRM records via API and push session data\n to those fields.\n\n **IMPORTANT**: Creating fields in the CRM is a one-way process and cannot be\n undone from the CCAI Platform portal.\n16. Click **Save**.\n\nData passed to the CRM\n----------------------\n\n| **Note:** This integration currently does not save SMS media files in the CRM.\n\nOnce HubSpot has been integrated, the Admin Portal can pass **call\ndata** to the CRM automatically.\n\nThis data is attached to the Call object in HubSpot *by default* and\nincludes:\n\n- the call duration\n\n- a copy of the call recording (in .wav format)\n\nThe Call object also includes a description of the call at the top of\nthe screen to describe what has been done, such as *IVR call Completed*.\n\nYou can select the outcome of the call such as *Connected* , *No answer* ,\nor *Left voicemail* , using the **Select an outcome** dropdown at the top\nof the window.\n\nThe Call information is associated with the Contact record in HubSpot as\nwell as either the **Ticket** or **Deal** object, depending on the\nconfiguration in the Admin Portal.\n\nTo see where else this information has been shared, click\n**Associations**."]]
