Set up Chat Journal to HubSpot CRM

Chat Journal writes the full text of a messaging conversation into HubSpot, your CRM (Customer Relationship Management) system, once the session ends, so the exchange between an extension user and a contact lives alongside the rest of that contact’s record for later reference and analysis.

Caution

A conversation is journaled only when the recipient number in the chat session is an exact match for the number saved on the HubSpot contact. Both values must be identical, including country code and formatting (for example, +1123456789 in each place).

Requirements

Your Cloud Voice system must be running firmware 84.23.0.83 or later.

Before you begin

On the phone system:

• The HubSpot CRM integration is already set up.
• At least one messaging channel is configured on the phone system.

In the Cloud Voice App:

• The user tied to the CRM (and to a phone system extension) has already started an outbound chat with a CRM contact over one of the messaging channels.

Set up Chat Journal

1. Sign in to the phone system web portal and open Integrations > CRM.

2. On the CRM integration page, enable Chat Journal.

3. In the Subject field, enter the title you want each synced record to carry.

   

   Note

   You can build the subject from variables so each record is labeled with details from its own conversation.

4. Select Save.

Result

Whenever an external chat with a CRM contact is closed, either by the user or automatically by the system, the phone system pushes the whole conversation to that contact’s details page in HubSpot.

Note

Messages are written in the order they were sent, and each entry records the channel type, timestamp, sender, and message text.