HubSpot

HubSpot is only available for Growth plan and above.

The HubSpot integration enables you to connect your HubSpot account with your respond.io workspace. With this integration, you can:

• Automatically sync HubSpot contact properties into respond.io Contact fields whenever a Contact is created or updated in HubSpot.

• View and edit HubSpot contact properties like email, phone number, lifecycle stage, and more directly in respond.io.

• Reduce platform switching by accessing contact data inside the Inbox and Contacts modules.

Before you begin

• A HubSpot account.

• Admin access in HubSpot.

• Owner or Manager access in respond.io.

Limitations:

• You can only connect 1 HubSpot account per Workspace.

• Contact sync only applies to contacts created or updated in HubSpot after you turn it on — it doesn't backfill contacts that already existed in HubSpot. To bring those in, import them manually into respond.io.

• You can map up to 100 HubSpot properties per Workspace.

• You can't remove all field mappings — at least one must remain.

• To sync the Lifecycle Stage field, you must enable Lifecycle in your Workspace first.

• Lifecycle Stage values must match between HubSpot and respond.io — a HubSpot stage without a corresponding respond.io option won't sync for that Contact.

Setting up the integration

1. Go to Workspace settings > Integrations > Browse.

   

2. Select the CRM tab, or use the search bar to find HubSpot.

   

3. Click Connect.

   

4. Click the Connect HubSpot button.

   

A popup opens for you to sign in with your HubSpot account. Follow the steps to connect your HubSpot account.

Once connected, you'll see a confirmation message and your HubSpot account details.

Viewing HubSpot Contact Properties in respond.io

You can view HubSpot properties in the Inbox and Contacts modules.

Inbox module

Go to Inbox and click on a Contact to view their HubSpot properties in the right sidebar.

Contacts module

Go to Contacts and click on a Contact to view their HubSpot properties in the right sidebar.

For both the Inbox and Contacts modules, if no match is found, you can verify and update the contact’s email or phone number.

You can then click View in HubSpot to open the Contact’s profile directly in HubSpot.

Managing HubSpot contact properties in respond.io

Customize which HubSpot contact properties are visible in your Workspace and directly edit selected properties within respond.io.

Customize visible properties

1. Go to Workspace settings > Integrations > HubSpot > select Manage.

2. Under View HubSpot properties on respond.io, find Customize visible properties.

3. Click Customize view to choose which HubSpot properties to display and in what order, in the Inbox and Contacts modules.

   

4. Click Save.

   

Note: This customization applies to the whole Workspace, not just your own view. Once saved, the Inbox and Contacts modules show the same properties in the same order for every user.

Allow users to edit HubSpot properties

This toggle lets all users in your Workspace edit certain HubSpot contact properties directly within respond.io.

Sync Contacts from HubSpot

Contact sync automatically creates and updates respond.io Contacts using data from your connected HubSpot account.

Turn on Contact sync

This toggle allows Contact sync from HubSpot to respond.io. Once enabled, it'll automatically create or update Contacts in respond.io when they're created or updated in HubSpot.

If you turn this toggle off later, your field mapping and sync mode settings are preserved — turning it back on restores them.

How Contacts are synced

This setting controls whether HubSpot creates new Contacts, updates existing ones, or both, in respond.io.

Click the dropdown to choose your sync mode:

• Create and update Contacts: Creates new Contacts, updates existing ones, and creates a Contact from an update if no match exists — without creating a duplicate when a Contact with a matching email or phone number already exists.

• Create Contacts only: Creates new Contacts when they're created in HubSpot — without creating a duplicate if a Contact with a matching email or phone number already exists. It does not update existing Contacts.

• Update Contacts only: Updates existing Contacts based on your field mapping. It does not create new Contacts.

Note: If you previously had Automatic Contact creation turned on, it's now set to Create Contacts only.

How Contact matching works (when a HubSpot Contact is updated)

• Only fields included in your field mapping are updated — unmapped fields are ignored.

• If a Contact is already linked to the HubSpot Contact, respond.io updates it directly.

• If a Contact isn't linked yet, respond.io looks for a match by email or phone number. Matching only happens when one of these identifiers is available.

• Respond.io only creates a new Contact from an unmatched update when How Contacts are synced is set to Create and update Contacts.

Advanced settings

Under How Contacts are synced, click Advanced settings to expand additional settings.

Note: Selecting Update Contacts only will hide Add “Auto-Create: HubSpot” tag and Include bulk-imported Contacts.

Add “Auto-Create: HubSpot” tag

• Automatically adds a tag “Auto-Create: HubSpot” to Contacts created via this integration.

• This helps identify how the Contact was sourced, but will not trigger Workflows on respond.io.

• The tag is listed in the Tags module and cannot be manually removed or edited.

Include bulk-imported Contacts

• When selected, Contacts added to HubSpot via Bulk Import will also be created on respond.io.

• These Contacts do not count towards MAC (Monthly Active Contacts) and do not trigger Workflows unless a conversation is initiated.

Field mapping

• Select the HubSpot properties to sync and match them to respond.io Contact fields.

• Click Configure field mapping to open the setup dialog.

Every new HubSpot connection starts with these default mappings already configured which you can edit anytime:

• Email → Email

• Phone Number → Phone

• First Name → First Name

• Last Name → Last Name

• Country/Region → Country

• Preferred language → Language

• Lifecycle Stage → Lifecycle (requires Lifecycle enabled in your Workspace)