You can update contacts and bookings from chatbots and forms to your CRM. 

Stay on top of the sales cycle

If you engage with leads through chatbots or forms, you can track those visitors by creating and updating records in your CRM.  Whether they book an appointment with you or simply engage with a chatbot, you'll keep significant interactions visible on your end, with nothing slipping through the cracks. With all relevant contacts updated to your CRM, you'll be able to gather and accelerate more leads for your organization. 

You can choose to update all leads or only qualified leads, based on their level of engagement or specific answers they provide during the interaction. When the contact updates, your CRM fields will update with relevant data gathered during their chatbot or forms interactions. 

Update from chatbots or forms to your CRM

Our integration connects to lead objects, contact objects, and events in your CRM. 

Contacts update based on the email they provide during an interaction (chatbot or form conversation, or previous bookings). Once you've collected their email, this will either create a new record or, if your Salesforce account recognizes the contact's email, update the current lead or contact record.

1. Click on the Account menu (the gear icon in the bottom left corner). 
2. On the CRM page → Chatbots and Forms CRM integrations, find Salesforce or HubSpot and click Start.
3. Follow the directions to connect your Salesforce or HubSpot account to OnceHub. 
4. Map the fields you wish to update according to your organization's needs. Each drop-down menu included on this step displays all the relevant OnceHub fields you can map to the relevant Salesforce field. See details below.
   •  Note that this step is optional, as all required fields will already be mapped. 
5. Any bookings made or new contacts added during the scheduling process will be automatically updated to your CRM. 

Adding contact statuses to help with filtering leads in your CRM

While all contacts created through chatbots and routing forms are automatically updated in your CRM, you can enhance lead filtering by adding a status during the interaction. This gives you more flexibility when sorting leads in your CRM.

Using the Contact status action, you can assign a label to contacts during their interaction with a chatbot or routing form. These labels will be passed to your CRM, allowing you to filter leads based on their status.

To add the Contact status action:

1. Open the chatbot or routing form you want to edit.

2. In the "Add Interaction" panel on the right, scroll down to Contact status and add it to your chatbot or routing form.

3. Add an internal label, then select the desired status from the Update status to: drop-down menu. This status will be applied to visitors who reach this interaction point.

Visitors won't see this interaction as they use the chatbot or routing form; it operates in the background. You can use it in various ways, adding it at different points in the chatbot or routing form, depending on how you want to categorize visitors:

• If added directly after the welcome message, any visitor engaging with the chatbot or routing form will be updated in the CRM with the assigned status. This can be useful if you're getting new contacts from a chatbot or form that you don't want to include in your CRM.

• If you only want to label specific visitors, such as qualified leads, you can add the Contact status action as part of the step leading to a scheduling action.

Filtering with your CRM:

Once you have added Contact status in your chatbot or routing form, you can use filtering tools in your CRM to identify and sort leads from OnceHub based on their contact status.

Mapping fields

The minimum requirement for updating to your CRM is a captured email address. Depending on your CRM, the email will create or update a lead and/or contact record. 

If you have other mandatory fields in your CRM and you do not map a OnceHub field to it, that field will stay blank in your CRM. 

Mapping to Salesforce

Mapping to Hubspot

Field type compatibility

Contact ownership 

New contacts or leads are assigned ownership automatically, based on the user email of the contact owner in OnceHub. Note that the email must be the same as your CRM account email (cannot be an alias email). 

For any existing contacts and leads, our integration keeps the current owner in your CRM as-is, with no changes to ownership. 

If your OnceHub user email is different than your CRM account (cannot be an alias email), your CRM admin can assign ownership manually.

Add CRM update to your bots and forms

Any of your bot conversations can receive contact information and update that data to your CRM. If you'd like to update all contacts who have provided an email, add the CRM update interaction immediately after the Email question. 

Add a CRM update interaction

If you don't want to update all contact interactions to your CRM, you can add the CRM update interaction after the specific interaction that qualifies them. For instance, you may want to route to the CRM update interaction only when visitors meet a certain threshold, qualifying them as a high-value prospect. 

Routing the CRM update interaction

You can then return to the CRM update interaction and route to the next relevant interaction for that type of prospect.