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Documentation Index

Fetch the complete documentation index at: https://docs.open.cx/llms.txt

Use this file to discover all available pages before exploring further.

Widget conversations route through HubSpot’s conversations inbox. When the AI hands off a chat, your rep picks it up as a live conversation in HubSpot — full transcript attached, no context lost.

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Pre-requisites

Install the AI Chat Widget on your site first. HubSpot handoff has nothing to route until the widget is live — start with Install Widget and come back here.

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How conversations land in HubSpot

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Setting up

1

Confirm the widget is live

Open the page where you embedded the widget and send a test message. The AI should respond. If the widget doesn’t load, walk through Install Widget first.
2

Confirm HubSpot is connected

In Settings → Integrations, open HubSpot. The status should show the integration is active and the webhook URL is configured.
3

Trigger a test handoff

Send a message like “I want to talk to a human” in the widget. The AI should hand off the conversation.
4

Verify in HubSpot

Open your HubSpot conversations inbox. The conversation should appear with the full AI transcript, and an internal handoff comment should be posted with the AI summary, sentiment, and language. A ticket is created alongside and associated with the conversation. Reply from HubSpot and confirm the message lands in the visitor’s widget.

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What the rep sees

  • A conversation in the HubSpot inbox with the full AI-to-visitor transcript.
  • A HubSpot ticket associated with the conversation, carrying the conversation summary.
  • The contact’s details (name, email if provided, any prior history) linked to the conversation.
  • An internal handoff comment with the AI’s escalation reason, sentiment, and language.
  • Replies typed in HubSpot land in the visitor’s widget within a couple of seconds.

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Channel-specific details

When the widget passes a verified email via widget authentication, OpenCX links the conversation to an existing HubSpot contact. Anonymous visitors get a new contact created from whatever information they provide during the chat.
Files uploaded in the widget appear as attachments on the HubSpot conversation. File-size limits follow HubSpot’s plan limits.
When an AI action returns data rendered by a custom component, the visitor sees the richer UI. Your rep sees the underlying text in HubSpot — write copy that reads well in both surfaces.
If your workflow triggers a satisfaction survey, the rating and comment land on the OpenCX session, not on a HubSpot feedback object.

AI Chat Widget

The channel itself — install, configure, authenticate.

Connect HubSpot

Credentials, webhook, and email signatures.

HubSpot Overview

What else HubSpot lights up across every channel.

Troubleshooting

Widget handoff not appearing, missing rep replies.