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To enrich Dovetail contacts with HubSpot contact and company properties, see HubSpot Contacts.

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Overview

The HubSpot Service Hub integration imports either conversations from your HubSpot inboxes or tickets from your HubSpot ticket pipelines. Conversations are imported whether they’re open or closed, and tickets are imported at every pipeline stage. Each inbox or pipeline you select becomes a dataset. A workspace admin creates the HubSpot Service Hub source once for the whole workspace, and channels then add its inboxes or pipelines. Learn more about Sources →

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Before you start

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In Dovetail

  • A workspace admin creates the source. Other users can request it.
  • The credentials you connect with are shared by the whole workspace. See Shared credentials for how to choose an account.

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In HubSpot

  • A HubSpot account with Service Hub. To import conversations, your Service Hub plan must include the HubSpot inbox.
  • Permission to install apps. The HubSpot user who connects needs Super Admin or App Marketplace Access permissions to authorize the Dovetail app.

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Create the HubSpot Service Hub source

1

Open Sources and select HubSpot Service Hub

In the sidebar, select Sources, then select HubSpot Service Hub.
2

Connect HubSpot Service Hub

Select Continue. You’re taken to HubSpot to sign in and approve access. If you can access more than one HubSpot account, choose the one to connect.
3

Choose inboxes or pipelines and an import period

Choose Conversations or Tickets. For conversations, under Select inboxes to import from, choose one or more inboxes, or All inboxes. For tickets, under Select HubSpot pipelines, choose one or more pipelines, or All pipelines. Then choose an Import period. See Import period.
4

Choose who can use the source

Choose who can use the source, then select Next. See Create a source.
5

Create the source

Choose whether to auto-redact sensitive information in the source’s data, then select Create source. The first import starts right away. See Redact data from sources.

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Authentication and permissions

HubSpot Service Hub connects with OAuth. Dovetail requests these HubSpot scopes:
  • conversations.read — read inboxes, conversation threads, and their messages.
  • tickets — read tickets and ticket pipelines, including pipeline and stage names.
  • crm.objects.owners.read — look up the names of ticket owners.
  • crm.objects.contacts.read — view HubSpot contact properties.
Dovetail only reads data from HubSpot. It doesn’t create, change, or close anything in HubSpot. HubSpot grants these scopes for the whole HubSpot account, not only for the records the connecting user can see. The source imports only the inboxes or pipelines you select. The source runs on the HubSpot account of the user who connects it. To change the account or credentials, see Reconnect a source.

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Datasets

Each HubSpot inbox or pipeline you select becomes a dataset, and each one imports on its own. A HubSpot Service Hub source imports either conversations or tickets, not both. You choose the type when you create the source, and inboxes or pipelines you add later are the same type. If your workspace already has a HubSpot Service Hub source, add datasets to it instead of creating another. See Before you start. To add more inboxes or pipelines later, open the source and select Add inbox or Add pipeline. See Add datasets.

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What gets imported

Each HubSpot conversation or ticket becomes one data point. When it has messages, they’re attached as the data point’s conversation thread.

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Always imported

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Imported when present

To rename these fields or change their types, see Source fields.

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Not imported

  • Internal comments on a thread.
  • Notes and other activity logged on a ticket record.
  • Attachments on messages or tickets.
  • Custom ticket properties, and standard properties not listed above.
  • Customer email addresses. HubSpot identifies senders by HubSpot IDs, so data points from this source aren’t linked to Dovetail contacts.
Need a field that isn’t on this list? Let us know.

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Sync behavior

The first import starts when the source is created. After that, the source syncs about every hour. See Manage a source.
  • Conversations by latest message. The import period, and each later sync, match conversations by the time of their latest message. A conversation that gets a new message is picked up again on the next sync.
  • Tickets by last modified date. The import period, and each later sync, match tickets by when they were last modified. New tickets, and tickets that are edited, move to another stage, or are reopened, are picked up on the next sync.

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Troubleshooting

Authorization fails, or HubSpot won’t let you install the Dovetail app. The HubSpot user who connects needs Super Admin or App Marketplace Access permissions. Ask a HubSpot Super Admin to grant you App Marketplace Access, then try again. No data imports after the source is created. Check that the selected inboxes have conversations whose latest message falls in the import period, or that the selected pipelines have tickets modified during it. For other causes, see Troubleshoot sources. The source shows “Dovetail is missing permission to read HubSpot data.” Check that your HubSpot subscription still includes Service Hub and its inbox, then sync the source again. See Sync a source now. If the problem continues, contact Dovetail support. HubSpot Service Hub isn’t available when I set up a channel. See Troubleshoot sources.

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Revoke access in HubSpot

To revoke Dovetail’s access, remove the Dovetail app in your HubSpot account’s Connected Apps settings (a HubSpot setting). After that, the source can’t sync until it’s reconnected. Data the source has already imported stays in Dovetail. HubSpot Contacts connects through a separate HubSpot app, so revoking this access doesn’t affect contact enrichment. To pause or delete the source in Dovetail, see Manage a source. To take its data out of one channel, see Channel setup.

Sources

What a source is, and how its data reaches channels.

Channel setup

Create a channel from your sources and choose its inboxes or pipelines.

Manage a source

Check a source’s status, sync it, pause it, reconnect it, or add datasets.

Voice of customer

Centralize feedback, make sense of it, and close the loop.