Integrating with HubSpot

The Appcues to HubSpot integration is a one-way integration, that creates timeline events in the HubSpot CRM. These events occur every time a user completes or skips an Appcues step action. These HubSpot events can then be used in HubSpot to trigger campaigns, sort users, and other actions. 

Why integrate HubSpot with Appcues?

Integrating HubSpot with Appcues allows you to target marketing campaigns based on how users interact with Appcues flows. It can also help your sales team identify how individual contacts interact with flows, including how they respond to NPS surveys or forms you create with Appcues.

What you'll need

  • A HubSpot account with CRM (any paid plan)
  • Your HubSpot login information
  • To be passing an email address/HubSpot Contact ID to Appcues as part of your installation
    • Email Requirement: In order for this integration to work, you must be passing us an email property as part of your Appcues.identify() call. The email does not need to be your unique identifier within Appcues but HubSpot uses email as a contact property's unique identifier and thus the integration will not work with a user ID alone. Appcues will look for an email address in the following user property fields:
      • Email, email, EMAIL
      • Name, name, NAME
      • userEmail, useremail, USEREMAIL
      • User_Email, user_email, USER_EMAIL
    • Any other email property will not be accepted and the event will fail to sync to HubSpot
    • If you decide to use the HubSpot Contact ID, this will override the email property if any of these properties are passed:
      • hubSpotContactVid
      • hubSpotId
      • hubSpotObjectId

Setting up the Integration

To set up the integration, you first have to authorize the Appcues integration to access HubSpot on our integrations page:

After selecting the HubSpot integration, you’ll be redirected to HubSpot, which will allow you to authorize the Appcues integration within your HubSpot account. 

Appcues events will then automatically be sync'd to your HubSpot account. This sync will then occur every night at 3am US Eastern Time. Once these events begin to pass, you will see these step events on a contact's timeline and for use in HubSpot Workflows.

Note: *If you've turned on this integration before 3/20/18* and the email we are sending is not already in your HubSpot contacts database, they will be added as a new contact. Since HubSpot charges based on number of contacts, we can turn this off for you on our end. Reach us at support@appcues.com for any assistance with this matter.

What you're sending

The only data that we send to HubSpot is the data from your users interactions with the Appcues flows. You can read more about these types of events here. We do not send over any of the information you've passed to Appcues in your identify call.

The only other option available for use in the Appcues-HubSpot integration is the ability to only send events for users who are already in the HubSpot CRM or filter any events for users who aren’t in said CRM. This is disabled by default in HubSpot, but can be turned on manually.

What we send

Through the Appcues-HubSpot integration, we send skipped or completed event data for Appcues Steps only. Because of this, instead of targeting by “Completed Flow”, you’d want to target by the user completing the last step of a particular flow.

In HubSpot, the events sent from Appcues will look like:

  • Step completed — user reaches the end of a modal, hotspot, etc.
  • Step skipped — user skips this step in the flow

We do not send over any of the information you've passed to Appcues in your identify call.

How to use this integration

Email Campaigns

You can trigger emails users who interact with Appcues in certain ways. 

For example, if you know that people who skip out on your onboarding flow are less likely to purchase your product, you might send those users an email to personally onboard them with a 1:1 demo. 

Contact level

You can see how your Hubspot contacts interact with Appcues flows on an individual basis by viewing their contact page in HubSpot. 

If for example, you notice that prospects are viewing the same flows multiple times, you may want to reach out for personalized help or rethink how the information is presented in the flow.

Disabling the HubSpot integration

To disable this integration, return to your  Integrations page. Hover over the HubSpot integration and select Deactivate

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