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HubSpot Integration

This article introduces Infinity's integration with HubSpot and how to configure it.

What Is HubSpot?

HubSpot is one of the world's leading marketing automation platforms .

Infinity’s integration with HubSpot enables clients to push phone calls into HubSpot where they can be surfaced on the timeline for the contact in question, giving clients a more complete view of the impact of their HubSpot campaigns.

How Does The HubSpot Integration Work?

When an end user who has responded to a HubSpot campaign makes a phone call, we will capture that call as an event and pass it into HubSpot

Clients are able to link phone calls back to the HubSpot activity that helped drive the call and see the call on the timeline for that contact

Creating a HubSpot integration

Setting up your HubSpot integration is a simple process with just two steps:

  1. Adding the JavaScript
  2. Configuring the Integration in Infinity

The first step is to update the Infinity JavaScript snippet on your web pages to include the HubSpot-specific snippet. Then you can configure the integration and determine what data you’d like to send into HubSpot.

Step 1 - Adding the JavaScript

  • In order for us to capture the HubSpot user ID of the website visitor, we need to add some HubSpot-specific code to the Infinity JavaScript on your website, to read the hubspotutk cookie.
  • The code will capture the HubSpot usertoken as a custom variable.
  • To update the JavaScript snippet, Log in to the Infinity Portal, navigate to the Admin section, select Tracking Settings and JavaScript.
  • Select the HubSpot integration using the checkbox in Step 1 of the JavaScript generator. This will add the HubSpot script to the Infinity code, an example is shown below

Portal HubSpot JS Screengrab.png

This will add the code needed for the HubSpot integration into the code generator box. Then simply copy and paste the updated code onto your website pages, you can click copy to clipboard in the top right corner of the code generator to help you.

<!-- Infinity Tracking Code v2.0
 Copyright Infinity 2020
 www.infinity.co -->
<script type="text/javascript">
    var _ictt = _ictt || [];
    _ictt.push(['_setIgrp','XXXX']); // Installation ID
(function() {
    var ict = document.createElement('script'); ict.type = 'text/javascript'; ict.async = true;
    ict.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'ict.infinity-tracking.net/js/nas.v1.min.js';
    var scr = document.getElementsByTagName('script')[0]; scr.parentNode.insertBefore(ict, scr);
<!-- Infinity Tracking Code End -->

The revised code should be placed just before the closing </head> tag element within each page of the website as this will allow for the fastest execution.

Configuring your HubSpot integration

Step 2 - Configure the integration in Infinity

  • Log in to the Infinity Portal, navigate to the Admin section, and select Integrations.
  • At the top of the list of your integrations, select Add Integration, and choose HubSpot from the drop down. Please note that this is a chargeable integration, additional charges will apply.
  • First you need to give your integration a name. It is called HubSpot by default but you can edit it. Choose something that you'll easily be able to identify later.
  • Click Authorise Infinity to begin the flow to connect your Infinity and HubSpot accounts so that we can pass the call events into HubSpot
  • Select the HubSpot account you wish to link, enter your HubSpot username and password to continue.
  • You will see the following confirmation page, click the orange Grant access button to continue.

HubSpot Oauth Screen.png

  • As an optional step you can determine whether, in the event that the caller doesn't match to a known contact in HubSpot, you wish to create a new contact in HubSpot. We would suggest setting this to No in the first instance. Please refer to the section Important Notes on the HubSpot integration for further details.

HubSpot Integration Config Page - Portal.png

  • As an optional step you can determine whether, in the event that the caller doesn't match to a known contact in HubSpot, you wish to create a new contact in HubSpot. We would suggest setting this to No in the first instance. Please refer to the section Important Notes on the HubSpot integration for further details.
  • Next you can configure whether to pass PII into the HubSpot integration. This is unchecked by default and means that caller ids and other PII pushed into HubSpot will be redacted.
  • Since a key feature of the integration is to be able to enrich existing contact records with pone numbers where they do not already exist, we recommend enabling PII to ensure that the caller id is passed into HubSpot un-redacted, which will enable you to call the contact should you wish to. It will also assist in the matching process, further details of which can be found in the section Important Notes on the HubSpot integration
  • We will pass all calls into HubSpot by default, but this can be changed as required using the options in What do you want to send. We recommend choosing this option to begin with and then refining as needed.
  • Call events should be visible within HubSpot in a matter of minutes.

Viewing the data in HubSpot

  • Viewing Infinity data in HubSpot is quick and easy.
  • The first step is to add the Infinity Call events to your filter set, so you can quickly see call events in HubSpot.
  • In HubSpot, click Contacts from the Contact menu, choose any contact and click on their name to open the contact record.
  • From the middle panel in HubSpot, click the Filter activity link and tick the box next to Infinity Call Tracking in the Integrations section, as shown below.

HubSpot Activity Filters.png

  • This will add the Infinity Calls to the visitor timeline.
  • Now when you view the timeline for a contact you will have visibility of all calls events from that contact.
  • Call events will appear on the timeline as Infinity Call Tracking, and will show the caller id and date and time of the call
  • Click the Details button to expand the view to show the additional details and access the link to the call in Infinity.

Important notes on the HubSpot integration

Infinity's integration with HubSpot is a quick and easy way to surface call activity within HubSpot.

There are a couple of considerations to make when implementing the integration, firstly whether you want to create new contacts in HubSpot where they do not already exist, the PII settings for this integration, and how contact records are enriched.

Creating New Contacts

  • Once a call to one of your tracking numbers end, we will send the call to HubSpot as a call event. We will either link the call activity to an existing HubSpot contact record or, optionally, create a new contact. The process is as follows:
  • First, we will search for a HubSpot tracking cookie that identifies a caller's previous web sessions. If found, we'll link the cookied user with the call and surface the call on the contact's timeline in HubSpot.
  • If there's no tracking cookie, we'll search your HubSpot contact phone numbers for a match. If a match is found, we'll add the call activity to the existing contact in HubSpot.
  • If we cannot find any matches for a caller, we will not push the call into HubSpot. The use case is built around enriching known contacts with call events, rather than pushing in call event from unknown visitors who you might then struggle to contact.
  • You can determine this behaviour using the "Automatically create new contacts" setting in the integration setup form.

PII Settings

  • Infinity takes a safety-first approach to PII in integrations to prevent you from accidentally leaking personally identifiable information out of Infinity & into third party integrations.
  • Our PII checkbox is unchecked by default, which means that caller ids pushed into third party platforms will be redacted, the last 4 digits being replaced by xxxx.
  • We believe there is a strong case for enabling PII data in the HubSpot integration, since the caller id is used as part of the matching process, you may restrict the match-rate if you do not allow the caller id to pass into HubSpot unredacted.

Enriching Contact Records

  • When a call is linked to a contact record in HubSpot, we will check to see if there is an existing phone number for that contact. If there isn't, we will push in the caller id from the call. If there is, we will not replace it with the caller id used on the call.
  • You will, however, be able to see the caller id for the call on the Infinity Call event on the contact's timeline, so you will be able to add it to the record yourself if you wish.
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