HubSpot integration
Sync contacts, view CRM data in tickets, and create HubSpot deals and notes from Liya.
The HubSpot integration connects Liya's support inbox to your CRM, so agents have full customer context — deal stage, company, lifecycle stage, and recent activity — without switching tabs. Resolved tickets can also create HubSpot notes automatically for your sales and success teams.
What the integration syncs
| Direction | Data | Trigger |
|---|---|---|
| HubSpot → Liya | Contact properties: name, email, company, phone, lifecycle stage, deal stage | Real-time on ticket open |
| HubSpot → Liya | Company properties: industry, ARR, contract owner | Real-time on ticket open |
| Liya → HubSpot | New support ticket created in Liya → creates a HubSpot Note on the contact | Configurable: always, resolved only, or manual |
| Liya → HubSpot | Contact created in Liya → creates/updates contact in HubSpot | On new contact creation |
| Liya → HubSpot | CSAT response → updates HubSpot contact property `last_csat_score` | On CSAT submission |
Connecting HubSpot
Go to Settings → Integrations → HubSpot
Click Connect → HubSpot.
Authorise Liya in HubSpot
You'll be redirected to HubSpot's OAuth flow. Sign in with the HubSpot account that has Contacts and CRM read permissions (at minimum). Super Admin access is not required.
crm.objects.contacts.read,crm.objects.companies.read, and optionallycrm.objects.contacts.write for syncing back from Liya.Map contact fields
Choose which HubSpot contact properties to show in the Liya sidebar. You can display up to 10 properties. Common selections: Lifecycle Stage, Deal Stage, Account Owner, MRR.
Configure sync direction
Choose which events should write back to HubSpot:
- Create note on ticket resolved — adds a note to the HubSpot contact summarising the ticket
- Create note on all tickets — logs every ticket as a note (including open ones)
- Sync contact on creation — new Liya contacts are pushed to HubSpot
- Sync CSAT scores — writes CSAT responses as a contact property
CRM panel in conversations
When HubSpot is connected, a CRM panel appears in the conversation sidebar showing:
- Contact name, company, and HubSpot lifecycle stage
- Active deal stage and estimated close date
- Account owner (with avatar)
- Up to 10 custom properties you mapped during setup
- Link to the contact record in HubSpot
Creating HubSpot tasks from Liya
Agents can manually create a HubSpot task from any conversation via the sidebar action menu ("Create task in HubSpot"). The task is pre-filled with the ticket subject, contact, and a link back to the Liya conversation.
This is useful when a support issue requires follow-up by sales or customer success — the agent creates the task without leaving Liya, and the relevant team member sees it in HubSpot.
Troubleshooting
Contact not found in HubSpot
If a Liya contact doesn't match a HubSpot contact, check that the email addresses are identical (case-insensitive). HubSpot uses email as the primary matching key. If the contact uses a different email in HubSpot, create an alias in Liya or update the HubSpot contact email.
HubSpot write operations failing
Verify the connected HubSpot account has crm.objects.contacts.write scope. Re-authorise the integration if permissions were recently changed.