How can we help?

With automated tasks, agents can focus on handling calls and digital conversations without the need to manually update multiple systems. Automation ensures consistent and comprehensive interaction logging between Talkdesk and HubSpot, improving customer history visibility and reporting.

You can create the following rules (and more) to keep your agents’ "busy" work to a minimum:

• When a new contact calls, create a contact in HubSpot.
• When a contact is updated in Talkdesk, update the contact in HubSpot.
• When you call a contact, log the call data and call recording in HubSpot.
• When you start a digital messaging conversation (SMS, WhatsApp, or Email), log the interaction data and transcription in HubSpot.
• When a note is created in Talkdesk, create a note in HubSpot.

Available actions for Talkdesk HubSpot Connector:

• Create a call log
• Create an email log
• Create a message (for SMS and WhatsApp log)
• Create/update a contact
• Create/update a deal
• Create a note
• Create a task

To configure an automated task, please follow these steps:

1. Go to Talkdesk > Builder [1] > Integrations [2] and search for Talkdesk HubSpot Connector [3]
2. Click the Edit button [4].
   
3. Click Add automation [5]. This will take you to the automation configuration page.

4. Customize the automated task according to your needs.
   1. Define the automation name [6]
   2. Select when the automation should be triggered in Talkdesk [7]
   3. Select what action should be performed in HubSpot [8]
   4. Define a filter if required [9]; When conditions are met, the automation will be executed. See our full documentation on Automated Tasks Filters for more information. 
      • Note: For digital channels interaction logging, depending on the triggers selected, you might have to configure a filter by Channel Type. Check the following section of this article
   5. Configure the action by mapping values or variables to each action field [10]. Depending on the selected trigger [7], different variables may be available for mapping. You can drag and drop a variable from the table [11] directly to each field.
5. Once finished, click Save [12] at the top of the page. 
6. Automation can be enabled/disabled on the toggle at the top of the page [13]

Once the automation is enabled, it will be triggered every time the Talkdesk event occurs and filter conditions are met (when configured).

Interaction logging

The following actions create an interaction log on the contact’s timeline in HubSpot:

• Create a call log - Call activity logged in the Activity and Calls tabs
• Create an email log - Email activity logged in the Activity and Email tabs
• Create a message - SMS or WhatsApp activity log in the Activity tab

Note that in the Activity tab in HubSpot, you need to make sure the channels are selected in the list’s filter options.

Configuring digital interaction logging automations (SMS, WhatsApp, and Email)

For configuring SMS, WhatsApp, and Email interaction logging, depending on the triggers selected, you have to make sure to configure the correct filters.

Triggers like “a messaging conversation starts / ends / is assigned” and similar are triggered for all digital channels in Talkdesk. Therefore, to make sure you correctly log information for each specific channel in HubSpot, follow the next steps.

For SMS interaction logging, ensure the following configuration:

• Action: Create a message
• Filter: 
  • Event: Channel Type
  • Condition: Is equal
  • Value: SMS
• Action field:

Note: if selecting the trigger “an SMS is received”, the filter configuration is not required since this trigger is SMS channel specific

For WhatsApp interaction logging, ensure the following configuration:

• Action: Create a message
• Filter: 
  • Event: Channel Type
  • Condition: Is equal
  • Value: WHATSAPP
• Action field:
  • Channel Type: WhatsApp

Note: Make sure to respect the upper case in the filter for WHATSAPP.

For Email interaction logging, ensure the following configuration:

• Action: Create an email log
• Filter: 
  • Event: Channel Type
  • Condition: Is equal
  • Value: Email