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Interactions can be automatically logged as App Events in HubSpot, making them available both as activities on the HubSpot contact record and as trigger fields to build custom workflows.

The first time you connect your Talkdesk HubSpot Connector instance, these automations are automatically added, created, and disabled by default. 

Notes: 

• If your instance was connected before a given App Event became available, its automation is not added automatically; add it manually (see Setting up an automation manually, below).
• App Events are a different mechanism from Interaction Logging automations. If you want to configure your own rules for creating logs, tasks, or contact/deal updates based on interaction activity, see Talkdesk HubSpot Connector: Interaction Logging and Task Automation.

Table of Contents

• Call App Events
  • Event fields
• Email App Events
  • Event fields
• SMS App Events
  • Event fields
• WhatsApp App Events
  • Event fields
• Using App Events in HubSpot workflows
• Setting up an automation manually in Talkdesk
   

Call App Events

A Call App Event is created automatically for key moments in a call handled through Talkdesk – when it starts, when it's missed, when a voicemail is left, or when its disposition is updated.

Event fields

• Event Type Name - the internal event identifier HubSpot uses to distinguish this App Event from others - see the tables below for the specific name per trigger (disposition updated, call missed, started, or voicemail)
• HubSpot Contact ID - the HubSpot ID of the contact associated with the interaction
• Event Unique ID - a unique identifier for this specific event instance, used by HubSpot to prevent duplicate entries
• Contact number - the customer's phone number
• Talkdesk number - the Talkdesk number used for the call
• Direction - inbound or outbound (where applicable)
• Duration - the call duration
• Recording URL - a link to the call recording, if available
• Body - open field
• Outcome - the call outcome
• Disposition - the disposition code set for the call
• Time - when the call event started
• Interaction ID - the ID of the related Talkdesk interaction, for correlation with other records

Email App Events

An Email App Event is created automatically whenever an email is sent or received through Talkdesk.

Event fields

• Event Type Name - the internal event identifier HubSpot uses to distinguish this App Event from others (e.g., talkdesk-contact-email-exchanged)
• HubSpot Contact ID - the HubSpot ID of the contact associated with the interaction
• Event Unique ID - a unique identifier for this specific event instance, used by HubSpot to prevent duplicate entries
• Contact email - the customer's email address
• Talkdesk email - the Talkdesk email address used
• Direction - inbound or outbound
• Subject - the email subject line
• Message body - the content of the email
• Time - when the email was sent or received
• Interaction ID - the ID of the related Talkdesk interaction, for correlation with other records

SMS App Events

An SMS App Event is created automatically whenever an SMS message is sent or received through Talkdesk.

Event fields

• Event Type Name - the internal event identifier HubSpot uses to distinguish this App Event from others (e.g., talkdesk-contact-sms-exchanged)
• HubSpot Contact ID - the HubSpot ID of the contact associated with the interaction
• Event Unique ID - a unique identifier for this specific event instance, used by HubSpot to prevent duplicate entries
• Contact number - the customer's phone number
• Talkdesk number - the Talkdesk number used for the SMS
• Direction - inbound or outbound
• Message body - the content of the SMS message
• Time - when the message was sent or received
• Interaction ID - the ID of the related Talkdesk interaction, for correlation with other records

WhatsApp App Events

A WhatsApp App Event is created automatically whenever a WhatsApp message is sent or received through Talkdesk.

Event fields

• Event Type Name - the internal event identifier HubSpot uses to distinguish this App Event from others (e.g., talkdesk-contact-whatsapp-exchanged)
• HubSpot Contact ID - the HubSpot ID of the contact associated with the interaction
• Event Unique ID - a unique identifier for this specific event instance, used by HubSpot to prevent duplicate entries
• Contact number - the customer's phone number
• Talkdesk number - the Talkdesk number used for the WhatsApp message
• Direction - inbound or outbound
• Message body - the content of the WhatsApp message
• Time - when the message was sent or received
• Interaction ID - the ID of the related Talkdesk interaction, for correlation with other records
  
   

Using App Events in HubSpot workflows

1. In HubSpot, go to Automation > Workflows [1].
2. Create [2] or edit a workflow and set the trigger type to Custom events & external events [3] > App events [4].
3. Under Choose an app event, expand your Talkdesk Connector instance and select the App Event you want to use.
4. Add filters based on the available fields (e.g., direction, message body) to scope the workflow to the events you want to act on.

Setting up an automation manually in Talkdesk

If your connector instance doesn't have the automation for a given App Event yet:

1. In Talkdesk, go to Builder [1] > Integrations [2] > Talkdesk HubSpot Connector [3] > Edit Integration [4] > Automations [5] > Add automation [6].
2. Under General information, name the automation and enable it.
3. Under Configure the automation, set the trigger (a new inbound/outbound message is received/sent) and action (create a [channel] app event).
4. Under Filter the event, add a channel type filter if applicable; see the table for each channel above.
5. Under Configure the action, fill in the Event Fields using the values in the table for the channel and direction you're setting up.

Note: App Events cannot be disabled individually once the automation is added. Disable the automation itself to turn them off.

Note: The following fields are the same across every automation you will create, regardless of channel or trigger, so they're listed once here instead of being repeated in each table below:

• Filter: Talkdesk HubSpot Connector external ID is Set.
• HubSpot Contact ID: {{integrations.hubspotv3_external_id}}
• Event Unique ID: 
  • {{message_id}} for SMS, WhatsApp, and Email
  • {{interaction_id}} for Call
• Contact Number: {{contact_number}} for Call 
• Talkdesk Number: {{talkdesk_number}} for Call 
• Message Body: {{body}} for SMS, WhatsApp, and Email
• Duration: {{duration}} for Call
• Time: 
  • {{time}} for SMS, WhatsApp, and Email; 
  • {{start_time}} for Call
• Interaction ID: {{interaction_id}}

When a call's disposition is updated, create an app event in HubSpot

When a call is missed, create an app event in HubSpot

When a call starts, create an app event in HubSpot

When a call voicemail is left, create an app event in HubSpot

When a new inbound/outbound email is received, create an app event in HubSpot

When a new inbound/outbound SMS is received, create an app event in HubSpot

When a new inbound/outbound WhatsApp message is received, create an app event in HubSpot