HubSpot and Pipedrive
Connect your CRM once, and the assistant works with it on every conversation:
- Before the call it looks up the customer's phone number in the CRM. If the CRM knows the number, the assistant gets the name, the company and the open deal as background, so it can greet the customer by name. It still confirms who it is talking to.
- After the conversation it logs the conversation as a note on the contact (summary, outcome and a link to the conversation), creates or fills in the contact, and creates a deal when the conversation brought in a new lead.
You do not need Make, n8n or an API key for this.
Connect your CRM
- Open Settings → Connections.
- Under Available, choose Connect next to HubSpot or Pipedrive.
- Sign in at HubSpot or Pipedrive and allow what is asked. You come back to Connections, where the CRM is listed under Connected. Choose Add a CRM task in the notice at the top to go straight to the assistant's Tasks.
An Editor or Admin can connect a CRM. Signing in again with the same HubSpot portal or Pipedrive company repairs the connection, so every task that uses it keeps working.
Button greyed out?
Then signing in to that CRM has not been set up in this environment yet. Everything else keeps working.
Add a CRM task to an assistant
- Go to Assistants, open the assistant and choose the Tasks tab.
- Under Actions, choose Add new and then CRM (HubSpot, Pipedrive).
- Pick the connection under CRM.
- Choose when it runs:
- Before the call: looks up the customer. Nothing else to set.
- After the conversation: choose what happens with the switches below.
You can add both: one task before the call and one after. Changes save by themselves.
After the conversation
| Switch | What it does |
|---|---|
| Log the conversation as a note | The summary, the outcome, whether and how the phone number was verified, any custom variables of the task, and a link to the conversation, as a note on the contact. |
| Create or update the contact | A number the CRM does not know becomes a new contact. A missing name or company is filled in. Nothing that is already there is overwritten. |
| Create a deal for a new lead | Only when this conversation captured a lead and the contact has no open deal yet. Otherwise the note goes on the open deal. |
Under Advanced options you can set the Deal title with variables, for example {{contact.name}}: new request. Empty uses what the customer asked for.
Like every task after the conversation, you can add a condition ("only when the caller wants a quote") and custom variables. The custom variables are written in the note.
Which conversations
The look-up before the conversation happens at the start of an inbound or outbound phone call, a text message conversation and a WhatsApp conversation. There the number comes from the phone network, or you chose it yourself.
In the webchat the assistant knows no number at the start, and a number someone types in the chat proves nothing. Such a number is never looked up: otherwise anyone could type someone else's number and see what your CRM knows about that person. When the customer confirms their number in the chat with a code, as when changing a phone number, the assistant looks that number up straight away and uses it from the next message.
Logging after the conversation uses the conversation's number. When a conversation has no confirmed number, like most webchats or a withheld number, it only logs when the conversation captured a lead and the customer gave an email address or phone number, for example for an appointment, or because your website passed it to the chat. The contact is then looked for by email address first and otherwise by number, and created if needed. Logging a note shows the customer nothing from your CRM.
What is left out
- Spam and empty conversations are not logged.
- Test conversations from the dashboard never reach your CRM.
- A withheld number is not looked up.
- A webchat without a confirmed number and without a lead is not looked up or logged.
The look-up has a short time limit. If the CRM is slow or down, the conversation starts without it.
Phone numbers in your CRM
The look-up searches for the number in international format, for example +31612345678. In HubSpot it searches the Phone number and Mobile phone number fields; in Pipedrive the phone numbers of a person. Numbers stored as 06 12345678 are not found. Store new numbers in international format.
Reconnect
If access stops working, for example because someone removed the app in HubSpot, Connections shows Reconnect your CRM. Choose Reconnect on the row of that CRM and sign in again. Until then, nothing is looked up or logged; calls carry on as usual.
Remove a connection
Choose Delete on the row under Connected. That only works once no assistant uses it any more: remove the CRM task first. Deleting also withdraws access at HubSpot or Pipedrive.