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Widget conversations route through HubSpot’s conversations inbox. When the AI hands off a chat, your rep picks it up as a live conversation in HubSpot — full transcript attached, no context lost.

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Pre-requisites

Install the AI Chat Widget on your site first. HubSpot handoff has nothing to route until the widget is live — start with Install Widget and come back here.

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How conversations land in HubSpot

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Setting up

1

Confirm the widget is live

Open the page where you embedded the widget and send a test message. The AI should respond. If the widget doesn’t load, walk through Install Widget first.
2

Confirm HubSpot is connected

In Settings → Integrations, open HubSpot. The status should show the integration is active and the webhook URL is configured.
3

Trigger a test handoff

Send a message like “I want to talk to a human” in the widget. The AI should hand off the conversation.
4

Verify in HubSpot

Open your HubSpot conversations inbox. The conversation should appear with the full AI transcript. A ticket tagged opencx_handedoff is created alongside. Reply from HubSpot and confirm the message lands in the visitor’s widget.

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What the rep sees

  • A conversation in the HubSpot inbox with the full AI-to-visitor transcript.
  • A HubSpot ticket tagged opencx_handedoff associated with the conversation.
  • The contact’s details (name, email if provided, any prior history) linked to the conversation.
  • An internal handoff note with the AI’s escalation reason, sentiment, and language.
  • Replies typed in HubSpot land in the visitor’s widget within a couple of seconds.

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Channel-specific details

When the widget passes a verified email via widget authentication, OpenCX links the conversation to an existing HubSpot contact. Anonymous visitors get a new contact created from whatever information they provide during the chat.
Files uploaded in the widget appear as attachments on the HubSpot conversation. File-size limits follow HubSpot’s plan limits.
When an AI action returns data rendered by a custom component, the visitor sees the richer UI. Your rep sees the underlying text in HubSpot — write copy that reads well in both surfaces.
If your workflow triggers a satisfaction survey, the rating and comment land on the OpenCX session, not on a HubSpot feedback object.

AI Chat Widget

The channel itself — install, configure, authenticate.

Connect HubSpot

Credentials, webhook, and email signatures.

HubSpot Overview

What else HubSpot lights up across every channel.

Troubleshooting

Widget handoff not appearing, missing rep replies.