HubSpot lookups

You can configure your HubSpot integration with primary and secondary lookups, which can identify a caller based on their contact record or company profile. If the primary lookup returns no results, the system attempts the secondary lookup. In addition, you can configure which CRM account display fields from the matched primary or secondary lookup object appear in the agent adapter. Lastly, you can configure the CRM record display fields that appear in the agent adapter, regardless of whether the primary or secondary object was matched. The record display fields apply to the opened CRM record—for example, a ticket or a deal.

Configure the CRM account display fields when you're configuring the primary lookup object and configuring the secondary lookup object. To configure the CRM record display fields, see Configure CRM record display fields in the agent adapter.

Note: HubSpot lookups replace the previous HubSpot mobile phone number lookups. If you configured your HubSpot integration using HubSpot mobile phone number lookups, your configuration is preserved until you edit it.

Before you begin

Before you begin, integrate HubSpot with your Contact Center AI Platform (CCAI Platform) instance. For more information, see HubSpot.

Configure the primary lookup object

You can configure the primary lookup object, which is the first object that the system searches for when a session begins. You can also configure which CRM account display fields appear in the agent adapter. The following procedure shows you how to do both.

To configure the primary lookup object and the CRM account display fields, follow these steps:

1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu.

2. In the CRM pane, go to the Account Lookup section.

3. To configure the primary lookup object, do the following:

   1. Expand the Primary Lookup Object section.

   2. In the Object Type list, select the type of object to look up.

   3. In the Phone number lookup fields list, select the fields that the system should use to match the end-user's phone number.

   4. In the Phone number primary field list, select the field where a customer's phone number is stored when the system creates a new CRM account.

   5. For Phone Number Format, select the request phone number format.

   6. Optional: To look up end-users by custom field for SDK sessions, do the following:

      1. Select the Mobile / Web SDKs: lookup users by custom field for SDK sessions checkbox.

      2. In the Custom lookup field in CRM list, select the custom lookup field.

4. To configure CRM account display fields in the agent adapter, do the following:

   1. In the CRM Account Display Fields section, in the Matched account display field list, select the main identifier for the account.

   2. Optional: To display a second field, do the following:

      1. Select the Display a second field checkbox.

      2. In the Second Display Field list, select a second field type to display.

      3. For Second field display position, select the order to display the fields in the agent adapter.

5. Click Save.

Configure the secondary lookup object

You can configure the secondary lookup object, which serves as a fallback in case the primary lookup returns no results. You can also configure which CRM account display fields appear in the agent adapter. The following procedure shows you how to do both.

To configure the secondary lookup object and the CRM account display fields, follow these steps:

1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu.

2. In the CRM pane, go to the Account Lookup section.

3. To configure the secondary lookup object, do the following:

   1. Select the Secondary Lookup Object checkbox.

      Note: The Object Type list displays the option type that you didn't select in Configure the primary lookup object.

   2. In the Phone number lookup fields list, select the fields that the system should use to match the end-user's phone number.

   3. In the Phone number primary field list, select the field where a customer's phone number is stored when when CCAI Platform creates a new CRM account.

   4. For Phone Number Format, select the request phone number format.

   5. Optional: To look up end-users by custom field for SDK sessions, do the following:

      1. Select the Mobile / Web SDKs: lookup users by custom field for SDK sessions checkbox.

      2. In the Custom lookup field in CRM list, select the custom lookup field.

4. To configure CRM account display fields in the agent adapter, do the following:

   1. In the CRM Account Display Fields section, in the Matched account display field list, select the main identifier for the account.

   2. Optional: To display a second field, do the following:

      1. Select the Display a second field checkbox.

      2. In the Second Display Field list, select a second field type to display.

      3. For Second field display position, select the order to display the fields in the agent adapter.

5. Click Save.

Configure CRM record display fields in the agent adapter

You can configure the CRM record display fields that appear in the agent adapter, regardless of whether the primary or secondary object was matched. To configure which CRM agent display fields that appear in the agent adapter, see Configure the primary lookup object and Configure the secondary lookup object.

To configure CRM record display fields in the agent adapter, do the following:

1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu.

2. In the CRM pane, go to the CRM Record Display Fields section.

3. In the Matched record display field list, select the main identifier for the record.

4. Optional: To display a second field, do the following:

   1. Select the Display a second field checkbox.

   2. In the Second Display Field list, select a second field type to display.

5. Optional: To display a third field, do the following:

   1. Select the Display a third field checkbox.

   2. In the Third Display Field list, select a third field type to display.

6. Click Save.

Lookup cascade logic

The following explains the cascade logic that CCAI Platform uses for object lookups:

• If contact_id is provided, CCAI Platform performs a direct GET call first. Otherwise, CCAI Platform searches phone, email, SDK, and SIP identifiers using OR logic.

• If multiple matching records are found, CCAI Platform selects the one modified most recently. Modification dates are determined as follows:

  • Contact uses lastmodifieddate.

  • Company uses hs_lastmodifieddate.