HubSpot Setup

Connecting HubSpot gives your agent access to your CRM contact data. When a customer emails, your agent can look up their contact record or create a new one in HubSpot.

What your agent can do with HubSpot

• Look up contacts by email address
• Create or update contacts with name and email

Prerequisites

• A HubSpot account (Free CRM or any paid plan)
• Admin or Super Admin access in HubSpot
• A Know Reply workspace on a plan that includes integrations

Step 1: Create a Private App in HubSpot

HubSpot uses Private Apps to issue API tokens with specific permissions. Here is how to create one:

1. Log in to your HubSpot account
2. Click the Settings gear icon in the top navigation bar
3. In the left sidebar, go to Integrations > Private Apps
4. Click Create a private app
5. On the Basic Info tab, enter a name (e.g., “Know Reply”) and an optional description
6. Click the Scopes tab

Set permissions

On the Scopes tab, search for and enable these scopes:

• crm.objects.contacts.read (required for contact lookups)
• crm.objects.contacts.write (required for creating/updating contacts)

You can search for “contacts” to find them quickly.

7. Click Create app in the top-right corner
8. Review the confirmation dialog and click Continue creating
9. Copy the access token shown on the screen

The token will not be shown again in full after you leave this page, but you can always regenerate it from the Private App settings.

Step 2: Enter credentials in Know Reply

1. Go to Dashboard > Toolkit
2. Find HubSpot in the list of available integrations
3. Paste your Private App access token
4. Click Connect Now
5. You should see a green indicator confirming the connection

Step 3: Configure capabilities

After connecting, review which functions are enabled. If you only want the agent to look up contacts, disable the create/update capability.

Step 4: Test the connection

1. Go to Dashboard > Simulator
2. Send a test message from an email address that exists as a contact in your HubSpot CRM
3. The agent should be able to look up the contact record and reference their information

Common issues

“Hubspot Private App Token is required” error Make sure you pasted the access token from your Private App, not an API key from an older HubSpot integration. HubSpot deprecated API keys in November 2022. Private App tokens are the current method.

403 Forbidden or scope errors Your Private App does not have the required permissions. Go to Settings > Integrations > Private Apps, select your app, and check the Scopes tab. Make sure crm.objects.contacts.read and crm.objects.contacts.write are enabled.

Contact not found The agent searches for contacts by the sender’s email address. If no contact exists with that email in your HubSpot CRM, the lookup will return empty. Create a test contact in HubSpot with the email you are testing from.