The steps below will establish the initial connection between CCAI Platform and HubSpot by locating and providing the relevant domain information to the CCAI Platform Portal.


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

  1. Log in to HubSpot using an account with Administrator credentials.

  2. In the URL address locate the customer's Hubspot URL and write down the Domain ID number.

  3. Go to Settings > Integrations > API Key.

  4. In the Active API Key field, click the Copy link.

  5. Log in to the CCAI Platform Portal using an account with Admin permissions assigned.

  6. Go to Settings > Developer Settings > CRM

  7. Under Agent Platform, select HubSpot.

  8. In the HubSpot Domain ID field, enter the Domain ID from Step 2 above.

  9. Paste the Active API key from HubSpot into the API Key field.

  10. 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.

  11. 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.

  12. 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).

  13. 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. :::

    The available format options are:

    Automatic: Create: +1 222 333 4444, Search: *222*333*4444

    E.164: +12223334444

    US Local: 2223334444

    US Local Standard: (111) 222-3333

    National: (111) 222-3333

    International: +1 222 333 4444

  14. 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

  15. 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.

  16. 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.