HubSpot Contact lookup

Who should read this article: Administrators

CRM Contact Lookup displays HubSpot contact details in the Omnichannel Workspace without storing the information in Voiso.

Introduction

The CRM Contact Lookup feature allows Voiso to retrieve and display HubSpot contact details in the Omnichannel Workspace when an inbound digital interaction is received. Contact data is not stored in Voiso. Instead, the system performs a real-time lookup using the phone number associated with the interaction and displays the retrieved details in the Contact panel.

Using CRM Contact Lookup

When enabled, the CRM Contact Lookup feature is integrated with the Omnichannel Workspace, allowing agents to view the HubSpot contact record linked to an inbound digital interaction without leaving the Voiso application.

Configuring CRM Contact Lookup

Prerequisites

HubSpot

HubSpot must be integrated with your contact center. For details, see the HubSpot overview article.

CRM Contact Lookup uses the phone number associated with an inbound digital interaction—such as a WhatsApp message—to search for a matching Contact object in HubSpot. When a match is found, Voiso stores a reference to the corresponding contact record in HubSpot using its unique identifier.

User Permissions

Admin

Users responsible for configuring HubSpot settings must have the Edit Integrations permission enabled in their Security Access Group or hold the Admin role for contact centers using basic user roles.

Agents

Agents handling digital interactions that use CRM Contact Lookup must have the Omnichannel Workspace Enabled permission. They must also be assigned the appropriate digital channels in their user profile.

HubSpot Integration Settings

Once the feature is activated for your contact center, you can enable CRM Contact Lookup by selecting the Contact Lookup option on the Settings tab of the HubSpot integration page.