HubSpot context on every conversation

Sales context belongs in support too. If a customer is mid-deal, your reply should be sharper than if they're a free-tier user kicking the tires. Ochre's HubSpot integration puts that context on every conversation.

What's on the panel

After connecting HubSpot, the customer panel grows a HubSpot block with the fields support actually uses.

Contact fields

• Lifecycle stage: subscriber, lead, MQL, SQL, opportunity, customer, evangelist, other.
• Lead status: new, open, in progress, connected, unqualified, attempted to contact, etc. Whatever you've configured in HubSpot.
• Job title: pulled from the contact record.

Company

• Company name with a link out to the HubSpot company record.
• Industry, when set on the company.
• Domain, useful for matching multiple contacts at the same account.

Top deals

A short list of the contact's open deals, ordered by amount. For each you'll see deal name, stage, and amount, with a link out to HubSpot. By default Ochre shows the top three; you can adjust the count in integration settings.

Why this combination

These specific fields were picked because they're the ones support agents actually skim. Job title tells you whether to be terse or verbose. Lifecycle stage tells you whether to escalate to sales. Open deals tell you to be careful: blowing off an opportunity costs real money.

For broader integration setup, see hubspot-integration.

How matching works

HubSpot context attaches by email. Ochre's connector backfills your contacts on first connect and matches each to an existing end user by email. Where there's no match, the contact is held in a lookup table for lazy matching: when a new conversation comes in from that email, the HubSpot block attaches automatically.

For contacts where the support email differs from the HubSpot email (common when buying decisions go through procurement), use email aliases on the customer record or merge two records. See customer-merge.

How the AI uses it

The AI agent reads HubSpot context the same way the human does. A few useful patterns:

• The AI can detect a contact in opportunity stage and route the conversation to a senior agent before drafting.
• Replies can reference job title politely, e.g. matching technical depth to a CTO vs. a billing contact.
• Routing rules can use lifecycle stage as a condition. See routing-rules.

If you don't want the AI to see HubSpot fields, scope it out under integration-permissions.

Read-only

Ochre reads from HubSpot but doesn't write to it. We don't want to be the second source of truth for your CRM. If a sales rep needs to log a note on the contact, they should do it in HubSpot. The link on the company name and contact card opens the right record in one click.

Triage with HubSpot context

Useful workflows once HubSpot is connected.

• Sales-blocked filter. Inbox view that shows only conversations from contacts with open deals over a threshold.
• Lifecycle-aware routing. Route MQLs to a sales-aware agent, customers to support proper.
• Industry segmentation. Custom inbox views by industry for vertical-aware support.

For inbox filtering generally, see inbox-filters.

Troubleshooting

If the HubSpot block isn't appearing on a customer who exists in HubSpot, the cause is almost always an email mismatch or a lapsed token. The integrations page will surface a token error in red; reconnecting fixes it. For email mismatches, add the HubSpot email as an alias on the Ochre end user.

Disconnecting

Disconnect from the integrations page. The HubSpot block disappears from all customer panels, and the AI loses access to those fields immediately. Cached context is purged within minutes. See disconnecting-integrations.

HubSpot context is most valuable for teams where sales and support overlap. If your customers ever transition from prospect to paying inside the same conversation thread, you want this turned on.