HubSpot is a great software suite that helps organizations create value by connecting with their customers across marketing, sales, customer service, and more.
Integrating with HubSpot is a great way to ensure that your contacts and their text messages are available in your company's core software. The Textline integration also adds an extension that will allow you to send text messages to your customers via HubSpot Workflows.
Initiating the Integration
From Textline, click the Settings tab (gear icon) > Tools & Integrations
Click HubSpot CRM
Click Connect, and enter your HubSpot login information when prompted
Once logged in to HubSpot, it will ask you to choose your account.
The final screen confirms that you want to add the Textline integration to your HubSpot account.
Once connected, you will be redirected to Textline to configure the sync.
Textline Conversations in HubSpot
Textline will sync conversation info into HubSpot by adding notes to the HubSpot Contacts that link with your Textline Contacts. We can handle this in 4 ways:
One note per message on a contact (default)
One note per conversation on a contact
One deal per conversation
One ticket per conversation
Contacts only (no messages)
One note per Message (default)
This option allows you to have every message from Textline show up as an individual note in HubSpot. This helps for reporting efforts in HubSpot (# of outbound messages to close a deal, # of total messages per lead, etc) as well as just getting a general sense as to a Contact's message volume.
Note titles will be formatted to show the direction of the message:
New Textline message from Contact
New Textline message from Agent to Contact
The note will then contain the message body and any attachments in the Note's comments/details section. Notes for messages sent by Textline Agents will also be authored by the agent's HubSpot user if they have the same email address.
One Note per Conversation
This option allows you to have every Conversation from Textline show up as one note in HubSpot. This is an option to help reduce the noise created with the 1 Note per Message option above while still giving HubSpot users insight into the Contact's conversations in Textline.
Note titles will show the current state of the Conversation
Open Textline conversation in Department Name
Resolved Textline conversation in Department Name
Within the note, the messages that form the Conversation will appear in the comment/details section with the direction (inbound or outbound), who sent the message, and when. The timestamp for the message is in the UTC timezone. HubSpot limits how many characters can be in this section, so if the Conversation is too long, it will be truncated. All notes with this option will also contain a link to see the Conversation in Textline (in case it is truncated).
Notes for conversations in HubSpot will be attached to the assigned Textline Agent's HubSpot User if they have the same email address.
One Deal per Conversation
This option allows an organization to send Textline conversations to HubSpot within a Deal. When a Conversation is created in Textline, a deal will also be created in HubSpot for the relevant HubSpot Contact. Textline will then create a note for each message in the conversation and attach the note to the deal. You will be able to choose the Sales Pipeline to associate the Textline-created deal with. The description of the deal will include the name of the Textline department where the conversation is being held.
The notes that are associated with deals look a bit different from the notes above so that you can get a sense of the messages going back in forth in the deal in the activity feed. These notes will have a sample of the message body in the subject and the words Inbound or Outbound to dictate the direction of messaging.
Deals created by Textline will be owned by the HubSpot User for the Textline Agent that is assigned to the conversation if their emails match up in Textline and HubSpot.
One Ticket per Conversation
This option allows an organization to send Textline conversations to HubSpot as Tickets. When a Conversation is created in Textline, a ticket will also be created in HubSpot for the relevant HubSpot Contact. Textline will then create a note for each message in the conversation and attach the note to the ticket. The statuses for the ticket will update as the Conversation proceeds so that you can keep track of it. When using this option, Textline will create a pipeline to have custom statuses for the tickets. These statuses are: New, Waiting on Contact, Waiting on Agent, and Resolved. These mirror the statuses within Textline. The description of the ticket will include the name of the Textline department where the conversation is being held.
The notes that are associated with tickets look a bit different from the notes above so that you can get a sense of the messages going back in forth in the ticket in the activity feed. These notes will have a sample of the message body in the subject and the words Inbound or Outbound to dictate the direction of messaging.
Tickets created by Textline will be owned by the HubSpot User for the Textline Agent that is assigned to the conversation if their emails match up in Textline and HubSpot.
Contacts Only (No Messages)
This option allows an organization to send HubSpot contacts and their names to Textline, but no data from Textline is pushed to HubSpot. This will ensure agents in Textline can get phone numbers and names from HubSpot and agents in HubSpot can use the widget and the workflow extension.
Widget (HubSpot CRM Card)
For power users of HubSpot, it is important to be able to message customers while in HubSpot without switching tabs. Textline has built a widget using HubSpot's CRM Card feature, so that users can open a window into Textline from within HubSpot, send their message, and then close it to return to HubSpot. Sending messages isn't the only functionality available in the widget though. You can update Textline contact info, send surveys from the sidebar, and even craft Announcements. The experience of the Textline Widget in HubSpot mirrors the same functionality you would experience in our mobile app.
Installing and Using the Textline Widget
The widget is automatically installed as a HubSpot CRM Card when you connect Textline to HubSpot on your integration page. Once connected, it will appear to the right on the Contact, Deals, and Ticket sidebars. By default, it will be added at the bottom, but you can reorder the sidebar to have the Textline Widget wherever you would like it to live.
Once you have located the Widget as a CRM Card on the sidebar, click the Open Textline button to launch the Widget and your window into Textline.
HubSpot Workflow is a great feature to help their users automate actions. Part of the HubSpot integration for Textline is a workflow extension to send messages in Textline. To configure the extension, you will need the following from within Textline.
Contact Phone Number
Choose the HubSpot Contact field where you would like the triggered text message to be sent. For many organizations, this will be the HubSpot default Mobile phone number but it could also be Phone number, Business phone number, or any custom field of your choosing.
To identify which department should be used when sending out a message, you will need to find the department's UUID. This can be found by looking at the department's details. Head to Settings (Gear Icon) -> Departments and click to view the department you would like to use. The link for the department will look something like
The 16-digit, hyphen-separated code at the end is the UUID. So in the instance above, you would use:
This is where you will craft the body of the text message to be sent. You can use tokens from HubSpot to insert Contact specific information.
Textline Access Token
A user's access token provides Textline with authentication so that a message can be validated and properly attributed. A user can find their access token within Textline at the developer settings portion of Tools & Integrations here. Copy the access token and paste it into the accompanying space within the workflow extension.
Troubleshooting Workflow Errors
You may find that the workflow will not trigger text messages. HubSpot provides error logs for the workflow to see where the issue lies. Most issues surround permissions, in that the Textline access token you are using for the workflow does not have access to the Textline department you entered for this workflow. Textline support will be able to give you more guidance if you send them the exact error you are seeing.
Uninstalling the integration
To uninstall/disconnect Textline and HubSpot, you can do this in 2 locations:
Head to your Textline integration page here, locate and click on the HubSpot logo, and click on the disconnect button.
Head to your HubSpot account settings and navigate to Account Setup-> Integrations-> Connected Apps. On that page, locate the Textline application, click on Actions, and then Uninstall. HubSpot will pop up a modal that asks you to type uninstall to confirm that you want to uninstall our application. Once typed, click uninstall and our application is removed.
Once disconnected from either location, Textline will no longer send conversation information to HubSpot nor will updates to Contact information or new Contacts from HubSpot be sent to Textline. Messages and conversations that were added to HubSpot while the integration was connected will remain in HubSpot and Contact info sent from HubSpot to Textline will remain in Textline. Workflows using the Textline send text action will no longer work and the Textline Widget (CRM Card) will be removed as well.