Hubspot overview

Run HubSpot as the surface your reps work in while OpenCX resolves, routes, and syncs every conversation and customer record.

OpenCX works alongside your reps inside HubSpot. The AI resolves what it can, escalates what it can’t, and files every handoff straight into a HubSpot ticket or conversation thread your reps already live in — no separate inbox, no context rebuild.

Setup starts at Settings → Integrations in your OpenCX dashboard.

What you get

Tickets your reps pick up with full context

When the AI escalates, OpenCX creates a HubSpot ticket. The conversation summary becomes the description, the full transcript is attached, and an internal handoff comment lands on the conversation with the AI’s reasoning. Your reps open the ticket and keep going — no “what happened before I got here?” questions.

Conversations that stay in HubSpot end to end

Web chat and email conversations flow through HubSpot’s conversations inbox. Rep replies travel back to the contact on the channel they wrote in. Internal comments stay private.

CRM context when your reps need it

On handoff, the OpenCX inbox displays the contact’s HubSpot record — name, email, company, deals, and previous tickets. Your reps see the full customer picture without switching tabs.

Contact data stays in sync

OpenCX creates or updates HubSpot contacts automatically. Custom data on tickets syncs both directions — changes your reps make in HubSpot flow back to the OpenCX session, and vice versa.

Supported channels

Pick the channel you want to wire through HubSpot — each page covers the implementation details for that channel on top of the shared HubSpot setup.

AI Chat Widget

Live chat handoff into the HubSpot conversations inbox.

AI Email Support

Email threads routed to HubSpot with per-domain signatures.

AI WhatsApp Support

WhatsApp handoffs filed as HubSpot tickets with full context.

AI SMS Support

SMS handoffs filed as HubSpot tickets.

AI Phone Support

Phone handoffs with call transcript attached to the ticket.

Observability

Handoff comment with summary and sentiment

Every handoff posts an internal comment on the HubSpot conversation with the AI’s summary of the issue, detected sentiment, and language. Your reps know why the AI escalated before they read the transcript.

Session link back to OpenCX

The handoff comment includes a direct link to the full OpenCX session — AI reasoning, tool calls, and the complete conversation timeline. One click from HubSpot to the debug view.

---

Related Documentation

Connect HubSpot

Legacy App, access token, webhook, and email signatures.

Handoff & Sync

Ticket creation, contact sync, CRM context.

Webhook Reference

Inbound event payloads and the HubSpot API calls OpenCX makes back.

Troubleshooting

Connection failures, missing tickets, reply sync issues.