ept AI Hubspot Channel

The ept AI Hubspot Channel integrates your Hubspot CRM and Support tools into ept AI Sales and Support use cases.   

ept AI Sales

The ept AI Sales capability shows up in Hubspot as a Note tied to a Contact.  When the contact property ept_ai_message is updated for a contact, ept AI is automatically notified and responds to the message with a Note attached to the Contact.  The Note shows up in the Contact Activity timeline.  Sales people can see the ept-AI proposed response, and copy and paste the response as a starting point for a response to the customer. 

ept AI Support

The ept AI Support capability shows up in Hubspot as a Note tied to a Ticket.  When a Ticket is created, ept AI automatically generates a response to the Ticket, and adds that response as a Note.  Support Agents can use the Note as a starting point for a response to the Ticket Requester.  

Enabling ept AI Hubspot Channel

1. Click on the link to the ept AI Hubspot Channel (if you don't have a link, contact support@ept.ai)
2. This will bring you to a login page on Hubspot, then to an Authorization page requesting the permissions for the ept AI Hubspot App.  See Data Usage below to learn how ept AI interacts with Hubspot.  
3. Click Approve to enable the ept AI Hubspot App.
4. Create a the ept_ai_message Contact Property
   • Go to Settings / Objects / Contacts
     • Click Manage Contact Properties
     • Click Create Property 
       • Object Type: Contact
       • Group: Conversion Information
       • Label: ept_ai_message
       • Description: Message to send to ept AI for a response
     • Click Next
       • Field Type: Multi-line text
     • Click Next
     • Leave these settings as the default and click Create
5. Adjust forms to set ept_ai_message.    The ept AI Hubspot Channel adds a note to a Contact whenever the ept_ai_message property is updated.  To trigger a Note when a user submits a Form, you have two options:
   • Change Form field to ept_ai_message.  When a user submits the form, the ept_ai_message property is updated and ept AI will create a Note attached to the contact. 
   • Create a Workflow to update the Contact property.  Set up a new workflow with whatever Trigger you choose (for example, if a user submits a particular Form), then set the ept_ai_message Contact property to the Contact property that is set by the form message.  The image below shows an example of a workflow. 
   • 
6. Test.  Once you have the ept AI Hubspot Channel integrated, you can test it out: 
   • Submit a Ticket. You should see a Note attached to the Ticket in about a minute. 
   • Set the ept_ai_message property for a Contact. You should see a Note attached to the Contact in about a minute. 
   • Submit your form.  You can confirm that the ept_ai_message Contact Property has been set, and you should see a Note in the Contact Activity timeline in about a minute. 
7. If you have any trouble with any of these steps, please reach out to us at support@ept.ai.

Data Usage of ept AI Hubspot Channel

ept AI uses only this data as part of the Hubspot integration: 

1. ept AI Support: ept AI reads the message from the Ticket and generates a response. 
2. ept AI Sales: ept AI reads the ept_ai_message property from the Contact.