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Someone rings. The agent looks them up in your CRM by their number, answers from what you already hold, and writes each new answer into their contact as it arrives — so a call that ends after two questions still leaves those two answers behind. It works on every channel: website chat, WhatsApp, Telegram and phone calls. Three CRMs can be connected, each its own tile under Actions → CRM: HubSpot, Zoho CRM and Zoho Bigin. This page walks through HubSpot; the Zoho tiles work the same way, except that you choose a module (usually Leads or Contacts) and the agent can fill any writable field of it.
This is not the same as Lead capture, which stores names and numbers in your inbox here. This puts them in your CRM, where your team already works. You can have both on, and when you do the agent records the details in both places rather than choosing between them.

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Connecting HubSpot

Go to Actions, find CRM, and click HubSpot.
1

Sign in to HubSpot

You are sent to HubSpot’s own page to approve the connection, then brought back. There is no key to copy.
2

Choose Contacts

Click Find modules and Use Contacts. We read your contact properties — HubSpot’s own and every one you created — and remember them.
3

Pick the properties the agent fills

A HubSpot contact has a couple of hundred properties, most of them HubSpot’s own tracking. We start you with the useful ones — name, email, phone, company, job title, city, lead status and the like — plus every property you created yourself. Tick or untick, then Save. Up to forty.Read-only and calculated properties are never listed: the agent could not write them anyway.
4

Choose what the agent may do

Everything starts off. Connecting HubSpot on its own gives the agent nothing.

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What the agent may do

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Updating the contact you already have

Under Update an existing record, pick the property that identifies a person — usually Phone Number or Email. When a caller matches it, their answers go into that contact instead of a new one. Compare it as a phone number and +91 98018 05137, 919801805137 and 9801805137 all count as the same person. On a phone call, the number the call came from is used when the caller does not say one. HubSpot keeps one contact per email address. If the agent is about to create a contact whose email is already in HubSpot, it updates that contact instead.

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When to save

During the call writes each answer as it arrives. After the call reads the whole conversation once it ends and writes everything in one go — no pause mid-call. After-the-call saving is for phone calls; chat and WhatsApp keep saving as they go, since nothing there ends the way a call does.

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Filling from campaign variables

On a calling campaign the agent may already know things nobody says out loud — the number it dialled, the lead’s name. One per line, property=variable, for example phone=mobile_no, fills that property from the campaign.

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Things worth knowing

Dropdowns take only their own options. If the caller’s answer is not one of the property’s options, the agent is told what the options are rather than writing something HubSpot would refuse. Dates are written as dates. A date property only takes a real date; an answer like “next Tuesday” is not saved into it, and the agent is told so. Add a property in HubSpot, then find modules again and use Contacts once more. Your earlier ticks are kept. Disconnecting leaves your contacts alone, and removes our access to your HubSpot account.

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If it stops working

The tile says Last call failed and the card shows what HubSpot said. Usually access was removed on HubSpot’s side — click Connect again. Your properties and switches are remembered.

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Deliberately not included

The agent works with contacts only. It does not create deals, companies, tickets or tasks, and it cannot delete anything.