HubSpot

Connect your ept AI chatbot with HubSpot to provide intelligent responses for support tickets and sales forms using secure OAuth authentication.

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Overview

The HubSpot integration provides two distinct functions:

1. Support Hub Ticket Responses: Automatically respond to customer support tickets in HubSpot's support hub
2. Sales Form AI Responses: Provide intelligent responses to leads who submit forms on your website

Both functions use secure OAuth connection between HubSpot and your ept AI account, ensuring data security and seamless integration.

Prerequisites

Before setting up the HubSpot integration, ensure you have:

• HubSpot Account: Active HubSpot Professional or Enterprise account
• ept AI Setup: Your ept AI chatbot configured and ready
• Knowledge Base: Support and sales documentation loaded into ept AI

Setup Instructions

Step 1: Create HubSpot Integration in ept AI

1. Access Integration Settings:

   • Log into your ept AI dashboard
   • Navigate to Configuration > Integrations
   • Click "Create Integration"
   • Select "HubSpot" from the available integrations

2. Authorize Connection:

   • Click "Connect to HubSpot"
   • Complete the OAuth authorization flow
   • Grant necessary permissions to ept AI
   • The integration will be automatically configured

Step 3: Configure HubSpot Channel

1. Create Channel:

   • Navigate to Configuration > Channels
   • Click "Create Channel"
   • Configure the channel:
     • Channel Name: "HubSpot Support & Sales"
     • Channel Type: Select "HubSpot"
     • Integration: Select the HubSpot integration you created
     • Knowledge Source Configuration: Choose support and sales KSC

2. Configure Channel Settings:

   {
     "hubspot_channel_config": {
       "integration_id": "hubspot_integration_123",
       "support_hub": {
         "enabled": true,
         "knowledge_source": "support-ksc",
         "auto_respond": true,
         "escalation_triggers": [
           "complex_issue",
           "customer_request",
           "low_confidence"
         ]
       },
       "sales_forms": {
         "enabled": true,
         "knowledge_source": "sales-ksc",
         "auto_respond": true,
         "lead_qualification": {
           "enabled": true,
           "qualification_questions": [
             "What's your company size?",
             "What's your primary use case?",
             "What's your timeline for implementation?"
           ]
         }
       }
     }
   }

Use Cases

Support Hub Ticket Responses

1. Instant Support: Provide immediate responses to common support questions
2. Ticket Classification: Automatically categorize and prioritize tickets
3. Escalation Management: Route complex issues to human agents
4. Resolution Tracking: Track ticket resolution times and customer satisfaction

Sales Form AI Responses

1. Lead Qualification: Automatically qualify leads based on form responses
2. Personalized Follow-up: Send tailored responses based on lead information
3. Meeting Scheduling: Help schedule demos and sales calls
4. Product Recommendations: Suggest relevant products based on lead needs

Configuration Options

Support Hub Settings

{
  "support_hub_config": {
    "response_mode": "auto", // "auto", "suggested", "manual"
    "escalation_threshold": 0.7,
    "max_response_time": "5 minutes",
    "knowledge_sources": ["support-docs", "faq", "troubleshooting"],
    "ticket_properties": {
      "ai_confidence": "ai_confidence_score",
      "escalation_reason": "escalation_trigger",
      "response_time": "ai_response_time"
    }
  }
}

Sales Form Settings

{
  "sales_form_config": {
    "lead_scoring": {
      "enabled": true,
      "threshold": 7,
      "high_value_threshold": 8
    },
    "response_timing": {
      "immediate_response": true,
      "follow_up_delay": "24 hours"
    },
    "contact_properties": {
      "lead_score": "ai_lead_score",
      "qualification_status": "ai_qualification_status",
      "next_action": "ai_next_action"
    }
  }
}

API Endpoints

Support Hub Integration

# Respond to support ticket
POST https://api.ept.ai/v1/hubspot/support/respond
Authorization: Bearer YOUR_ACCESS_TOKEN
Content-Type: application/json

{
  "ticket_id": "ticket_123",
  "conversation_id": "conv_456",
  "customer_message": "I can't log into my account",
  "context": {
    "contact_id": "contact_789",
    "ticket_properties": {...}
  }
}

Sales Form Integration

# Process form submission
POST https://api.ept.ai/v1/hubspot/sales/process-form
Authorization: Bearer YOUR_ACCESS_TOKEN
Content-Type: application/json

{
  "form_id": "form_123",
  "submission_data": {
    "email": "lead@company.com",
    "company": "Acme Corp",
    "use_case": "Customer support automation"
  },
  "contact_id": "contact_456"
}

Best Practices

Support Hub Management

1. Response Quality: Ensure AI responses are accurate and helpful
2. Escalation Timing: Set appropriate thresholds for human escalation
3. Knowledge Base: Keep support documentation updated and comprehensive
4. Performance Monitoring: Track response times and customer satisfaction

Sales Form Optimization

1. Lead Qualification: Refine qualification questions and scoring criteria
2. Response Personalization: Tailor responses based on lead information
3. Follow-up Process: Establish clear follow-up procedures for qualified leads
4. Conversion Tracking: Monitor form-to-lead conversion rates

OAuth Security

1. Credential Management: Securely store OAuth credentials
2. Token Refresh: Implement proper token refresh mechanisms
3. Access Control: Limit OAuth scopes to necessary permissions only
4. Audit Logging: Log all OAuth interactions for security monitoring

Troubleshooting

Common Issues

OAuth Authentication Errors

• Verify Client ID and Client Secret are correct
• Check redirect URL matches exactly
• Ensure OAuth app is properly configured in HubSpot
• Verify required scopes are granted

Support Hub Integration Issues

• Check ticket access permissions
• Verify knowledge source configuration
• Review escalation trigger settings
• Test with sample tickets first

Sales Form Integration Issues

• Verify form submission access
• Check lead scoring configuration
• Review response template settings
• Test form processing with sample data

Error Codes

Error Code	Description	Solution
401	Unauthorized	Check OAuth credentials and token
403	Forbidden	Verify OAuth scopes and permissions
404	Not Found	Check HubSpot object IDs and URLs
429	Rate Limited	Implement rate limiting and retry logic

Support Resources

• HubSpot OAuth Documentation
• ept AI Support
• Integration Status Page

Monitoring & Analytics

Key Metrics

Support Hub

• Response Time: Average time to respond to tickets
• Escalation Rate: Percentage of tickets escalated to humans
• Resolution Rate: Percentage of tickets resolved by AI
• Customer Satisfaction: CSAT scores for AI responses

Sales Forms

• Response Rate: Percentage of form submissions that receive AI responses
• Lead Qualification Rate: Percentage of leads qualified by AI
• Conversion Rate: Form-to-lead conversion rate
• Follow-up Success: Success rate of AI-initiated follow-ups

Dashboard Views

Configure your ept AI dashboard to show:

• HubSpot integration status
• Support ticket activity and metrics
• Sales form submissions and responses
• OAuth connection health

Advanced Configuration

Custom Workflows

Create custom workflows for specific scenarios:

{
  "custom_workflows": {
    "high_value_lead": {
      "trigger": "lead_score >= 8",
      "actions": [
        "send_priority_response",
        "create_sales_task",
        "schedule_demo"
      ]
    },
    "urgent_support": {
      "trigger": "ticket_priority == 'urgent'",
      "actions": [
        "escalate_immediately",
        "send_urgent_notification"
      ]
    }
  }
}

Integration with Other Systems

Connect HubSpot integration with:

• CRM systems for lead management
• Support ticketing systems
• Marketing automation platforms
• Calendar systems for scheduling

Next Steps

After setting up your HubSpot integration:

1. Test Both Functions: Verify support hub and sales form integrations work correctly
2. Monitor Performance: Track key metrics and optimize configurations
3. Train Your Team: Ensure support and sales teams understand the new workflow
4. Scale Gradually: Start with limited scope and expand based on results

For additional support or custom HubSpot configurations, contact our integration team.