Updating HubSpot contacts with Inbox using Flow Builder
Last updated
Last updated
As Inbox is tightly connected with FlowBuilder, our workflow tool, in this guide, you’ll learn how to integrate with third party systems using .
The existing allows contact synchronization from Hubspot to Inbox. To synchronize data back to Hubspot (e.g. transform every Inbox inbound request into a Hubspot contact), you can use FlowBuilder and the Hubspot API. This guide will take you step by step through this process.
Prerequisites
An
A
Knowledge of the Hubspot API (v3 preferably)
Pro-tip: In this guide, samples are provided to navigate the more technical aspects. Be sure to import the provided flow for details.
What it will look like
Sometimes it’s easier to understand how to get there if you can already see where you’re going, so here is the final flow we will build:
What we will be doing
Customize the default Flow Builder Inbox flow (which is created by default for every Inbox installation
After the Inbox interaction is concluded (ticket resolved), we will check if this is a known contact in Hubpost
Yes: we will update the HubSpot contact with the latest Inbox data
No: we will create a new HubSpot contact with the latest Inbox data
End result as importable JSON
If you already have an Inbox Flow (Conversations) flow, deselect the channels from the first step, Omnichannel and you’ll be able to select them in the flow you just imported.
Step by step
Step 1: Locate the flow corresponding to your Inbox installation
By default, this flow has one step, Create Inbox ticket:
Step 2: Retrieve the updated Inbox contact information
During the conversation with the user, the agent might discover new information about the user (e.g. company name, email, etc.). While the agent will update the Inbox contact information, we want to make sure this information is synchronized back to HubSpot.
We’ll store the updated Inbox information in a set of variables:
Step 3: Locate the appropriate contact in Hubspot
To know if we're dealing with a brand new contact or an existing one we will do a lookup (search) inside Hubspot, in this case, considering that the phone number would be the unique user identified
Pro-tip: This is perfect for WhatsApp interactions where the phone number uniquely identifies the customer. If you are planning to do email or live chat support, then you might want to change the lookup algorithm to search via email address, first name, or last name).
Method: POST
Body:
Content Type: application/json
In the end, we’ll save the returned results in a variable, results[0].id
Step 4: Decide if we are dealing with a new contact or an existing one
We’ll add a Branch step to check if we have received any results inside the results[0].id variable. If we have, then we’ll do a contact update; otherwise, we’ll create a new contact:
Create/Update a Hubspot contact
Add a HTTP request step with the following configuration:
Method: POST
Body (scroll right to see the full snippet):
Content type: application/json
Add a HTTP request step with the following configuration:
Method: Patch
Body:
Content type: application/json
3. Publish your flow in the top right corner of your screen, and you're good to go!
And that’s it! 🎉 Now you know how to connect Inbox to HubSpot using Flow Builder.
You can directly into your sandbox. You’ll have to connect it to the appropriate channels.
1. Go to and choose the Inbox Flow (Conversations) flow.
1. Let’s make sure the flow has access to the latest Inbox contact information. We’ll add another Http Fetch step, make a call to the V2 version of the , and pass the contact ID.
2. Since the MessageBird APIs use API key authentication, we will also add an Authorization header of type AccessKey, followed by the MessageBird API key. You can find your key on MessageBird Dashboard, under .
1. We will use the from Hubspot by adding an HTPP Fetch step with the following configuration:
URL:
You can retrieve or create a new API key from your . Just go to Settings, Integrations, and choose API key.
1. If we have identified any matching Hubspot contacts, we’ll create a new contact using the .
URL:
2. If we are dealing with an existing contact, we will use the .
URL: results[0].id?hapikey=yourHubSpotAPIKey
Pro-tip: If you get stuck, don’t forget that you can just !