Introduction

This document describes what is needed to integrate leads captured from customer website via Conversica chat and record them to Hubspot CRM

Prerequisites

• Customers will have to create a placeholder static “List” where the chat leads will be added for further follow up and processing. Provide this list name and list ID to Conversica Technical Account Manager (TAM)
• Conversica TAM will work with customer to set up a new lead capture integration on their Conversica dashboard
• Customer will need to do one time authentication to Hubspot using a login which has permission to create “Leads” and “Contacts” in Hubspot 
• For HubSpot clients that require lead creation from chat, Conversica needs to add a new crm.lists.write scope. Due to this any existing Hubspot clients will need to work with the Conversica TAM team to re-authenticate themselves to enable lead capture.

Data Fields

• As part of Chat conversation, when the website visitor provides their name and email, this information will be stored in Hubspot
  • Please note, if Hubspot already has an existing lead with same email, then Converrsica will not recreate it but use same Lead to add to specified List
    • If first name or last name for existing lead in Hubspot is empty, and this information was provided in Chat, then it will be updated to existing lead
    • If the first and last name are not empty in Hubspot, Chat will not override any information.
  • If this is a brand new lead, the Lead object will be created with first name, last name and email provided and added to specified List.
• Along with the lead information, Conversica chat can store additional information. It can store the whole chat conversation and context based on what the user asked in chat
• These fields are optional but recommended. They help provide more context for further workflow automation and/or follow up. These will have to be added to Hubspot Leads and Contact object as custom fields [ Work for Hubspot Admin ]
  • Website_chat_context_1__c - This should be 256 char field to capture Category or Topic returned by backend
  • Website_chat_context_2__c - This should be 256 char field to capture Category or Topic returned by backend
  • Website_chat_context_3__c - This should be 256 char field to capture Category or Topic returned by backend
  • Website_chat_log__c  -  This should be a text field with a 4,000 character limit which will store the visitor and assistant chat conversation
• Until these fields are created in Hubspot, Conversica will save the lead information and add it to the list without this extra data. So, its possible to start testing without these additional fields 

Example of values in custom fields

Website Chat Context 1: Demo

Website Chat Context 2: Partners

Website Chat Context 3: Marketing

Website Chat Log:

2023-11-30T17:25:29 John Smith: How does this work?

2023-11-30T17:25:30 Conversica (Assistant): Schedule a demo to see Conversica in action

https://www.conversica.com/request-a-demo/?utm_source=chat

Or we can set up a call for a personalized demo

Please provide your first and last name.

2023-11-30T17:26:27 John Smith: Pricing

2023-11-30T17:26:27 Conversica (Assistant): Conversica is a SaaS offering priced based on functionality. Conversica pricing scales with you as you grow and expand your Growth Workforce.

Would you like to see how Conversica can help you?

Please provide your first and last name.

2023-11-30T17:26:44 John Smith: John Smith

2023-11-30T17:26:47 Conversica (Assistant): Great, can I have your email?

2023-11-30T17:27:06 John Smith: hey@smith.com

2023-11-30T17:27:08 Conversica (Assistant): Thank you. A Conversica Representative will be in touch shortly. Is there anything else I can help you with?