What you get
Tickets your reps pick up with full context
Tickets your reps pick up with full context
When the AI escalates, OpenCX creates a HubSpot ticket. The conversation summary becomes the description, the full transcript is attached, and the ticket is tagged
opencx_handedoff. Your reps open the ticket and keep going — no “what happened before I got here?” questions.Conversations that stay in HubSpot end to end
Conversations that stay in HubSpot end to end
Web chat and email conversations flow through HubSpot’s conversations inbox. Rep replies travel back to the contact on the channel they wrote in. Internal notes stay private.
CRM context when your reps need it
CRM context when your reps need it
On handoff, the OpenCX inbox displays the contact’s HubSpot record — name, email, company, deals, and previous tickets. Your reps see the full customer picture without switching tabs.
Contact data stays in sync
Contact data stays in sync
OpenCX creates or updates HubSpot contacts automatically. Custom data on tickets syncs both directions — changes your reps make in HubSpot flow back to the OpenCX session, and vice versa.
AI draft replies on conversations your reps own
AI draft replies on conversations your reps own
posts AI-generated suggestions as internal comments on the conversation. The customer sees nothing until your rep sends a public reply.
Supported channels
Pick the channel you want to wire through HubSpot — each page covers the implementation details for that channel on top of the shared HubSpot setup.AI Chat Widget
Live chat handoff into the HubSpot conversations inbox.
AI Email Support
Email threads routed to HubSpot with per-domain signatures.
AI WhatsApp Support
WhatsApp handoffs filed as HubSpot tickets with full context.
AI SMS Support
SMS handoffs filed as HubSpot tickets.
AI Phone Support
Phone handoffs with call transcript attached to the ticket.
Observability
Handoff note with summary and sentiment
Handoff note with summary and sentiment
Every handoff adds an internal comment to the HubSpot conversation with the AI’s summary of the issue, detected sentiment, and language. Your reps know why the AI escalated before they read the transcript.
Ticket tagging
Ticket tagging
OpenCX tags every handoff ticket with
opencx_handedoff. Use this tag in HubSpot views, workflows, and reports to isolate AI-escalated work from tickets your reps opened directly.Session link back to OpenCX
Session link back to OpenCX
The handoff note includes a direct link to the full OpenCX session — AI reasoning, tool calls, and the complete conversation timeline. One click from HubSpot to the debug view.
Related Documentation
Connect HubSpot
Private App, access token, webhook, and email signatures.
Handoff & Sync
Ticket creation, contact sync, CRM context, assist mode.
Troubleshooting
Connection failures, missing tickets, reply sync issues.
Human Handoff
Global handoff settings and escalation rules.