If you're interested in using our Hubspot integration, please reach out to Customer Support or your Success manager so that we can enable it for your charles instance.
The HubSpot integration allows you to import and sync your contacts and deals data on HubSpot with Charles universe seamlessly. The integration will match your HubSpot contacts in charles based on the phone number or email.
Once contact and deal data have been imported from HubSpot, any information updated on charles would also automatically be updated on HubSpot in real-time.
Step 1: Set up integration
Install HubSpot on Charles
Once you have logged in to your Charles universe, please head over to "Settings > Integrations"
Under Integrations, please click the "Available Apps" tab
You will then find HubSpot, please open the modal
Click "Connect"
Click " Continue with HubSpot"
You will then be redirected to staging-3, please select the universe that you have access to.
Click "Install"
You will then be redirected to HubSpot, please select the HubSpot account which you want to establish the connection
Confirm the scopes to which you want to give access
You will then be redirected back to Charles and you will find that HubSpot has been installed in the "Connected apps" section
Sync pipelines
Once the login process is completed, you will see a HubSpot icon on the Integration page that shows it's been connected. As a next step, please open the HubSpot integration modal again and click "Sync pipelines" to get all the stages you have set in HubSpot in sync. It’s important to do this step before syncing “Deals”, otherwise you won’t be able to see the stage of a deal.
Integrations overview
HubSpot integration modal
Integration modal instructions
Sync channel users
Clicking here will allow you to manually force syncing with Charles the latest updates done in HubSpot on contacts.
⚠️ We use a phone number or email as a user identity (what makes a contact unique). Hence, if you edit one of those fields in HubSpot, the new value will appear in Charles, but we will still keep the old value.
Automatically create WhatsApp channel users (checkbox at the bottom)
If you would like to send messages to your contact immediately after importing all deals from HubSpot, you can also do so. In order to set this up, under Configuration in the HubSpot integration modal, please select "Automatically create WhatsApp channel users from person". Once this setting is enabled, all contacts that have a phone number would have a feed created in the Charles universe. To ensure the latest data is being imported, you can always click on “Synch channel users” in the integration modal.
💡 Please be aware that, in order for the system to create a feed with WhatsApp channel users, the phone number input on HubSpot must follow this format: +{country code}{phone number}, (example: +491741922229).
Sync custom properties
Clicking here will allow you to manually force syncing with Charles all the data fields from HubSpot. For more details, check Step 2.
Sync deals
It will import your deals from HubSpot to Charles. For more details check Step 3.
Sync organizations
It will import all the data related to HubSpot organizations. This data will only be displayed in a deal, and not in a contact level.
Setup CRM
Clicking here would migrate your Charles custom properties to HubSpot. However, it is not working yet, we will activate this feature in the following releases.
Step 2: Sync custom properties
Sync custom properties
In order to import all custom properties from HubSpot, please click the "Sync custom properties" button in the HubSpot integration modal.
Once the process is complete, you will find all the custom properties in either the "Contact" or "Deal" section depending on where the custom properties were set in HubSpot. And for the custom properties that are imported from HubSpot, you will see a HubSpot icon in the overview list.
⚠️ Properties with the same name are not supported
Currently, we don’t support properties with the same name belonging to different entities. For example, if you have two properties named “Phone”, one for Contacts and the other for Deals, both will get the new value when updating one. For now, you can rename these properties in HubSpot to have a unique name until we find a fix for it.
Updating the value of custom properties
When modifying the value of Custom Properties on Charles' side, those changes will propagate immediately to HubSpot. However, changes done in HubSpot will propagate to Charles differently depending on the type of property:
Default HubSpot properties: The new value will show in Charles immediately. You can find a list of these properties here.
Custom properties: Other properties that you might have created in HubSpot will update their value on Charles' side every X minutes. This is due to a limitation of HubSpot's systems
⚠️ For all the custom properties that you added to your HubSpot, changes in their value will only propagate to Charles after X minutes
Manage custom properties
For all custom properties that you created in HubSpot, you cannot edit the name, internal name, and type. If the custom property type is select or multi-select, you also would not be able to update the options associated with the custom properties.
If you would like the custom properties to display in the contact widget, under the visibility section of each custom property, please activate the toggle named "contact widget". For more information on how to manage custom properties, you can visit this page.
Studio templates
All custom properties created in the process of HubSpot integration will be available as variables in Studio. Hence, you can utilize the variable when you create new message templates.
Campaigns
All custom properties imported from HubSpot will be available when building an audience for a new campaign. Hence, you can use the data that you collected in HubSpot to better target your campaigns.
Step 3: Sync deals
Sync deals
In order to import all deals from HubSpot, please click the "Sync deals" button in the HubSpot integration modal. After syncing is complete, you will find all the deals in the conversation view as well as the deal table.
Once a deal has been imported into your Charles universe, all information related to the contact and deal would be updated in real-time in both systems.
Step 4: Look up deals
Conversation view
As mentioned above, deals are imported along with contact information. In order to look up deals from the conversation view, you can look up the contact name that is associated with the deal. Please be aware that all new contacts are in the "hidden" state. Therefore, go to filter, and select "hidden" in State. Then you should be able to find the contacts recently imported from HubSpot.
Once you have found the contact, you should also find the deal information under the "Deals" section within the contact widget.
If a WhatsApp phone number has been created in the contact during the import process, you may also message your contact via an updated template right away.
We offer 2 ways to display deals for a contact, as part of the contact widget or in a separated widget. You can select your preferred way from Settings > User interface.
User Interface configuration screen
Selecting the checkbox under the contact widget will show the deals there.
A deal in the contact widget
Activating the deal widget checkbox at the bottom will show deals in their own widget.
A deal in its own widget
Deal table
The deal table displays all deals imported from HubSpot. You can find the contacts who are associated with each deal and it contains a hyperlink that directs you to the deal on HubSpot.
To access the deal table on your Charles universe, please find the commerce section in the navigation bar, and in the sub-menu, you will find the "Deal" section.
Deal table screen
Merge contacts/deals
If you have been messaging a contact before importing a deal, you will have two "contacts" that share the same phone number; since when you import a deal, it would always create a contact. You can merge these contacts to avoid duplicates. To find out how, please visit this page.
Step 5: Update deals
Existing deals
For all existing deals that have been imported from HubSpot, if you update any information regarding the contacts or deals on Charles, it would automatically update the information on HubSpot immediately. However, if you update information on HubSpot, it would require a hard refresh in order to see the updated information on Charles.
The only exceptions are the name of the contact, as well as the phone number and email address of the contact.
New deals
If you have created a new deal on HubSpot, in order for it to show up on your Charles universe, you need to go to Settings > Integration > HubSpot > click Sync deal. If the contact already exists in Charles, then you would find the new deal appearing under the same contact. But if the contact is new, then you will find the contact when you filter for hidden feeds, and the deal would be found in the associated contact.