Integrating OnceHub with Salesforce

Integrating OnceHub with Salesforce CRM enables you to automate data movement across your entire engagement funnel. This native integration ensures that data from Booking Calendars, Routing Forms, and Chatbots is synchronized with your Salesforce CRM, keeping your Lead, Contact, Event, and Case records up to date without manual entry.

Key Features of the Salesforce Integration

The OnceHub Salesforce integration provides high-level control over your CRM data through these core technical capabilities:

Sync Data Effortlessly: Automatically capture information from Booking Calendars, Routing Forms, or Chatbots and map it directly to Salesforce Lead and Contact objects.
Track Meetings Automatically: Ensure every meeting booked through OnceHub is automatically recorded in Salesforce as an Event or Case, linked to the appropriate record.
Intelligent Record Matching: Use a built-in identification hierarchy to find existing Salesforce records and prevent duplicates, ensuring a single source of truth for every customer.
Contact Owner Routing: Have guests schedule directly with their Salesforce or HubSpot contact owner by enabling the Schedule with CRM Contact Owner option in your Routing Forms.

Prerequisites

To establish the integration, a Salesforce System Administrator with full authorization permissions must connect the account.

To set up and configure the integration, follow the steps below:

Step 1: Connect OnceHub to Salesforce

Follow the steps below to connect your OnceHub account to Salesforce:

Click the gear icon located in the top-right corner of the page.
Select Account Integrations from the dropdown menu.
Filter for CRM.
Click on the Salesforce tile.
Click Connect and follow the instructions in the pop-up to complete the integration process.

Step 2: Configure Behavior of New Contacts and Meetings

Once connected, remain on the Salesforce integration page to configure what should happen whenever new Contacts are created and Meetings are scheduled.

Choosing What Happens for New Contacts

In the When New Contacts are Created in OnceHub section, select whether new OnceHub contacts should create leads or contacts in Salesforce.

Salesforce Contact Identification Logic

To maintain data integrity and prevent duplicates, OnceHub uses a specific identification hierarchy to find existing Salesforce records, matching by Email first and Phone/Mobile if an email match is unavailable. For details, see How contacts are identified in OnceHub article.

Choosing What Happens for New Meetings

In the When New Meetings are Scheduled in OnceHub section, choose how meetings should be recorded in Salesforce:

Create events in Salesforce for all Meetings: Automatically creates a Salesforce Event record for every booked meeting.
Create cases in Salesforce for meetings booked from specific or all Booking Calendars: Creates a Salesforce Case record instead. Select specific or all Booking Calendars from the dropdown menu to apply this rule.

Step 3: Map OnceHub Object Properties to Salesforce

Click Configure properties mapping to configure how OnceHub properties are mapped to Salesforce fields.

Before You Begin Mapping

Before initiating the mapping process in OnceHub, ensure you complete the following prerequisites:

Create Custom Properties First: Ensure any destination fields exist in Salesforce (on Lead or Contact objects) and any custom properties you want to map are created in OnceHub (Gear icon > Objects and Properties). You cannot create new properties directly within the integration mapping screen. For details, see Managing Object Properties.
Set Up Contact Statuses: If you intend to map the OnceHub Contact Status property to a Salesforce picklist field (such as Lead Status), ensure the corresponding picklist values are created in OnceHub first. Matching is not case-sensitive (Active Client in OnceHub matches active client in Salesforce). For step-by-step instructions, see How to Manage and Customize Contact Statuses article.
Map Properties in Interacting Products: To capture and update answers from your Booking Calendars, Routing Forms, or Chatbots, ensure those specific form questions are mapped to Object Properties.

Contacts and Leads

In the Contacts and Leads tabs you can use the dropdown fields to map the OnceHub Contact properties including Contact Status to the relevant Salesforce fields:

Add properties by clicking the + Add mapping icon.
In the OnceHub dropdown, select the property you wish to push, such as Contact Status, Mobile Phone, or Job Title.
In the Salesforce dropdown, select the target destination field.
Use the Overwrite toggle to choose whether existing Salesforce data should be overwritten.
Click Save to apply your changes.

To remove a mapping, click the X icon next to the mapping and click Save.

To sync answers from your Booking Calendars, Routing Forms, or Chatbots, ensure that those corresponding questions are mapped to a Salesforce Contact Field.

Events and Cases

In the Events and Cases tabs, use the dropdown fields to map OnceHub Meeting properties to the relevant Salesforce fields:

Click + Add mapping.
In the OnceHub dropdown, select the Meeting property you want to push.
In the Salesforce dropdown, select the target Salesforce field.
Click Save to apply your changes.

To remove a mapping, click the X icon next to the mapping and click Save.

Step 4: Configure Fallback Values in CRM Property Mapping

Fallback values ensure your Salesforce records stay complete even if a guest leaves a non-required OnceHub field blank that is Required in Salesforce.

How Fallback Values Work

When your Salesforce instance includes required fields, OnceHub automatically identifies them and allows you to assign a default fallback value during the mapping setup. If the guest doesn’t provide this data, the fallback value is used, preventing a sync error and ensuring the record is created successfully.