HubSpot

What it is

An AI employee connected to HubSpot works in your CRM the way a teammate does. It looks up and updates contacts, companies and deals, moves deals through your pipeline, works on the support tickets assigned to it, logs notes, calls, meetings and emails on the right record, creates tasks for your team, and keeps your contact lists current.

The connection is to your HubSpot account: HubSpot gives AgentTeams access to the whole account within the permissions below, not only to what the person who connects can see. HubSpot shows the changes the employee makes as coming from the AgentTeams app.

The HubSpot user who connects matters for one thing: tickets assigned to that user go to the employee. A HubSpot user of its own, with the employee’s name, is the cleanest choice: your team can then assign it tickets like anyone else, and your own tickets stay yours.

Before you start

• In HubSpot, you need a user for the employee to connect with. Connecting installs the AgentTeams app in your HubSpot account, so that user needs to be a Super Admin or have App Marketplace access.
• In AgentTeams, connecting a tool is something an admin of your workspace does.

Connecting HubSpot

1. In AgentTeams, open the employee, go to the Tools tab and choose HubSpot. The setup shows what the employee will be able to do; click Let’s connect HubSpot, then I’m ready.
2. Click Sign in with HubSpot. In the HubSpot window, sign in as the user the employee should connect with. If you belong to more than one HubSpot account, choose the one the employee should work in.
3. HubSpot lists what AgentTeams may do (the same list as in What the app asks for below). Check it and click Connect app.
4. Back in AgentTeams, the setup shows the employee’s reaction to tickets assigned to it, already switched on. Change its instructions if you like, then click Continue. There is nothing to type: HubSpot tells us which account you picked.

What the employee can do

• Contacts, companies and deals. Find records by name or by any field, read them in full, create and update them, link them to each other (a contact to its company, a deal to its contacts) and see what is linked. It archives a record when you ask, which moves it to HubSpot’s recycling bin.
• Your pipeline. Move deals between stages, and keep their amounts, close dates and owners current.
• Tickets. Find and read tickets, update their status, stage and priority, and note what it did. The tickets assigned to it are its own to work on (see How it starts work).
• Activity. Log notes, calls, meetings and emails on a contact, company, deal or ticket, and create tasks for your team with an owner, a due date and a priority. Logging an email records one that was sent elsewhere: the employee doesn’t send email from HubSpot.
• Lists. See your contact lists, and add contacts to or remove them from the lists you keep by hand.
• Your setup. Read your properties (your own custom ones too), your deal and ticket pipelines and your team’s users, so it fills in the right fields, puts records in the right stage and assigns the right owner.

What the app asks for

HubSpot shows the list when you connect. Each permission is there for a feature above:

• Contacts, read and write, to look people up and keep their details current.
• Companies, read and write, for the companies behind your contacts and deals.
• Deals, read and write, to keep deals current and move them through your pipeline.
• Tickets, read and write, to work on the support tickets assigned to the employee.
• Lists, read and write, to read your lists and add or remove contacts.
• Owners, read only, to see who records are assigned to, and to know which tickets are the employee’s.
• Basic account access, which every HubSpot app has, to know which account and which user connected.

Notes, tasks, calls, meetings and logged emails come with the records they belong to. The app can’t send marketing emails, change your forms, workflows or account settings, or add or remove users.

How it starts work

One reaction is on from the start: a HubSpot ticket assigned to the employee, that is, to the HubSpot user it connected with. The employee reads the ticket, then leaves a note on it saying what it will do next, or drafts a reply for a person to approve. On the Tasks page you can change its instructions, give it a filter or switch it off.

Everything else starts when you ask, in chat or in the other tools the employee is connected to, on a schedule (a weekly pipeline review is a good first task), or when something happens in another tool it’s connected to: an email from a new lead can become a contact and a deal. For example, you might ask:

• “Log today’s call with Dana from Acme and add a follow-up task for Friday.”
• “Which deals in negotiation haven’t moved for two weeks?”
• “Add everyone from yesterday’s workshop to the Workshop list.”

Changes made through AgentTeams, by this employee or another one, never start a reaction, so one update can’t set off another. See Tasks & schedules and Reactions.

Staying in control

Looking things up happens right away. Every change the employee wants to make in HubSpot (a new or updated record, a logged activity, a task, a list change, an archived record) goes through a review step first, and your company’s rules decide which changes need a person to approve them. Start strict, and loosen it per action once the updates look right. Approval gates explains how.

From HubSpot, the employee can’t email or message your customers. When a ticket needs a reply, the default reaction has the employee draft one and wait for a person’s approval before it goes out. Your own HubSpot workflows still run on the changes it makes, as they would on a teammate’s.

What we receive, and what we keep

• HubSpot tells us when a ticket’s owner changes in your account: the ticket’s number, its new owner and when it changed, nothing about what the ticket says. We keep the ones assigned to an employee whose reaction is on, with that employee, the way its chats are kept; the rest are dropped straight away.
• Everything else the employee reads in HubSpot, it reads while working on something. What it reads and writes stays with that employee in your own AgentTeams workspace, the same way its chats and emails do.
• Nothing from your CRM is used to train any model. For the full picture, see our privacy policy.

Disconnecting and uninstalling

There are two places, and doing both is the clean way round.

In AgentTeams: disconnect the employee

Open the employee, go to the Tools tab, open the HubSpot card and click Disconnect. The employee stops working in HubSpot at once, and tickets assigned to it in HubSpot no longer reach it. Changed your mind straight away? Undo on the message that confirms the disconnect brings the connection back. Other employees connected to the same HubSpot account keep working.

In HubSpot: uninstall the app

Uninstalling ends AgentTeams’ access to your HubSpot account, for every employee connected to it.

1. In HubSpot, click the settings icon in the top bar, then in the left menu go to Integrations, then Connected Apps.
2. Click Actions next to AgentTeams, then Uninstall.
3. Type uninstall to confirm, and click Uninstall.

HubSpot then stops telling us about tickets in that account. If an employee is still connected to it, its Tools tab asks you to connect HubSpot again.

What happens to your data

• In HubSpot, nothing is deleted. The contacts, companies, deals, tickets, notes and tasks the employee created or changed stay as they are, whether you disconnect, uninstall or both.
• In AgentTeams, the employee keeps its conversations and what it learned while working, including what it read in HubSpot. Remove the employee if you want that gone too; our privacy policy explains what we delete and when.

If something is off

• HubSpot won’t let you install the app. Installing needs a Super Admin, or a user with App Marketplace access, in HubSpot. Ask someone who has one of those to connect, or to give that permission to the user the employee connects with.
• It doesn’t pick up a ticket. The ticket has to be assigned to the HubSpot user the employee connected with, and the reaction has to be on, on the Tasks page. If that user couldn’t be assigned tickets yet when you connected, connect again.
• It picks up someone else’s tickets. It was connected with that person’s HubSpot user. Disconnect, then connect again, signed in as the employee’s own HubSpot user.
• It works in the wrong HubSpot account. Disconnect, then connect again and choose the right account on HubSpot’s screen.
• The employee asks you to reconnect. HubSpot no longer accepts the connection, for example because the app was uninstalled. Connect again from the Tools tab.

Getting help

Email support@agentteams.com with the employee’s name and the HubSpot account it works in, and a person will write back.

Related

• AI agents for HubSpot: what teams use it for
• Reactions: filters and custom instructions
• Approval gates: who approves what