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How to Integrate HubSpot CRM?

The HubSpot integration adds visitors from chatbot conversations, operator chats, and offline messages in ProProfs Live Chat to your HubSpot CRM as contacts. You can set it up under Settings > Integrations > CRM in your ProProfs Live Chat dashboard.

What Is HubSpot Integration?

The HubSpot integration connects your ProProfs Live Chat account to your HubSpot CRM account through a HubSpot Service Key. It lives in the CRM tab of the Integrations settings. Once connected, each new visitor who shares an email in a chatbot conversation, an operator chat, or an offline message is added to HubSpot as a contact.

Why Use It?

Connecting the two tools removes manual data entry between your chat and your CRM.

When a visitor leaves an offline message after hours: the lead reaches HubSpot as a contact without anyone copying it over.
When an operator chats with a prospect: the visitor lands in HubSpot, the CRM your sales team already uses every day.
When chat volume grows: leads from the chatbot, operators, and offline forms are captured without spreadsheet exports

Example Use Cases

A sales rep follows up in HubSpot with prospects an operator spoke to in a live chat.
A marketing manager adds contacts captured by the chatbot to HubSpot lists for email nurture campaigns.
A small business owner replies from HubSpot to visitors who left an offline message overnight.

Step-by-Step Instructions

Before you begin: You need Super Admin or Developer tools access in HubSpot to create a Service Key.

Part A: Get Your Service Key From HubSpot

Step 1: Log in to HubSpot and go to Development > Keys > Service Keys.

Note: Some HubSpot accounts show this page under Settings > Integrations > Service Keys instead.

Step 2: Click Create service key.

Step 3: Enter a name you will recognize, such as livechat, in the Name field.

Step 4: Add the crm.objects.contacts.read and crm.objects.contacts.write scopes.

Note: Both scopes are required. Without them, the key may save but contacts will not reach HubSpot.

Step 5: Click Create and confirm to generate the key.

Step 6: Click Copy next to the Service Key value.

For more detail on Service Keys, see Hubspot's guide to service key.

Part B: Connect HubSpot in ProProfs Live Chat

Step 7: In your ProProfs Live Chat dashboard, click Settings in the top menu.

Step 8: Click Integrations in the left sidebar and open the CRM tab.

Step 9: Turn on the toggle next to HubSpot.

Step 10: Paste your HubSpot Service Key into the Access Token field and click save.

Note: The Access Token field takes the Service Key you copied from HubSpot in Step 6.

Pro Tips & Interactive Settings

Lead sources: Contacts are sent to HubSpot from three places: Chatbot conversations, Operator Chat, and Offline Messages.

Tip: Only visitors who share an email are added to HubSpot. Visitors who never share an email will not appear as contacts.

Sync scope: The integration sends new chats and offline messages only. Visitors from chats or offline messages before you connected HubSpot are not imported.

Permissions: Only HubSpot Super Admins or users with Developer tools access can create or manage Service Keys. Ask your HubSpot admin if you cannot see the Service Keys page.

Key security: Treat the Service Key like a password. If it is exposed, rotate it in HubSpot and paste the new key into the Access Token field.