When enabled, Abby logs activity into HubSpot as Engagements associated with the appropriate contact, giving your team a complete record of customer interactions.
What Information Can Sync
The integration can sync several types of communication records handled by Abby Connect.
These records are logged in HubSpot as Engagements.
Supported activity types include:
Incoming Call Records
Logs inbound call activity including:
start time
end time
caller name
caller phone number
transfer recipient name
transfer recipient number
call transcription
call summary
call sentiment
message body
Outgoing Call Records
Outgoing call syncing applies to Human Receptionist service only, since the AI Receptionist does not place outbound calls.
Outgoing call records may include:
start time
end time
number dialed
caller phone number
transfer recipient name
transfer recipient number
message body
Live Chat Records
Chat interactions handled by Abby Connect receptionists can also be synced to HubSpot, including:
chat transcripts
visitor or participant information
chat summaries
How Contact Matching Works
When Abby sends activity to HubSpot, the integration attempts to match the interaction with an existing contact.
You can choose one of two matching rules.
Email Only
Abby searches HubSpot for a contact with a matching email address.
If no match is found, a new contact is created.
Email and Phone
Abby first searches for a contact with a matching email address.
If no match is found, Abby searches for a contact with a matching phone number.
If neither match exists, a new contact is created.
Updating Contact Information
When a matching contact is found, Abby can optionally update certain contact fields.
Fields are only updated if the field in HubSpot is currently blank.
Supported update fields include:
First name
Last name
Phone number
Email address
This helps keep contact records accurate without overwriting existing information.
Controlling Which Calls Sync
Not every interaction needs to be logged in HubSpot. Abby allows you to control syncing based on call type.
For example, you may want to sync:
new client calls
existing client calls
but ignore:
spam calls
solicitors
Integration settings can be configured separately for each call type.
AI Receptionist Integration Rules
For AI Receptionist services, syncing is configured within the AI call handling flow.
To configure syncing for an AI call type:
Navigate to AI Receptionist Flow
Open AI Receptionist Call Handling
Go to Advanced Setup
Select the call type you want to configure
Toggle the HubSpot integration
Choose whether the activity should be logged as an engagement
Select whether contacts should be:
added
updated
added and updated
This allows you to control which AI interactions are recorded in HubSpot.
Human Receptionist Integration Rules
For Human Receptionist services, integration rules are configured within the Message Form settings.
Because integrations rely on call types, your message form must include a Type of Call dropdown field.
Each dropdown value can be configured separately.
Example call types:
New Client
Current Client
Billing
General Inquiry
You can enable the HubSpot integration for specific dropdown values and choose whether the integration should:
log incoming calls
log outgoing calls
add contacts
update contacts
Because message form configuration can be complex, Abby Connect support can assist with setup if needed.
Related Article
For step-by-step setup instructions, see: