Managing HubSpot Contacts

Where to find this:
Services → HubSpot Forms tab

Overview

HubSpot CRM integration allows you to manage customer contacts, track form submissions, and organize leads directly from your platform or within HubSpot.

Key Features:

• Automatic contact creation from form submissions and bookings
• Two-way sync between your platform and HubSpot
• Contact management tools for organizing and segmenting leads
• Activity tracking to monitor customer interactions
• Pipeline management for sales workflows

Connecting HubSpot

To manage contacts, first connect HubSpot. Follow the setup instructions in Connecting HubSpot CRM.

Once connected, contacts sync automatically when:

• A contact form is submitted on your website
• A customer books a service
• A customer subscribes to a plan
• You manually add contacts from your dashboard

Viewing Contacts

In Your Platform

Access contacts from your platform:

1. Go to Services → HubSpot Forms tab
2. View the list of all synced contacts, including:
   • Name
   • Email
   • Phone (if available)
   • Lead source (form submission, booking, manual)
   • Last activity date
   • HubSpot contact ID

In HubSpot

To view full contact details in HubSpot:

1. Log in to your HubSpot account
2. Navigate to Contacts → Contacts
3. All synced contacts will be listed here
4. Click any contact to view:
   • Contact properties (name, email, phone, etc.)
   • Timeline of interactions
   • Associated deals and tickets
   • Custom properties you've set

Automatic Contact Creation

Contacts are automatically created from these sources:

Contact Form Submissions

When someone fills out a contact form:

• A new contact is created if the email is new
• An existing contact is updated if the email already exists
• The form submission is logged in the timeline
• The lead source is set to "Website Contact Form"
• All form fields are added as contact properties

Example:
Visitor submits a form with name "Jane Smith," email "jane@example.com," and message "Interested in your coaching services."

• Contact "Jane Smith" is created in HubSpot
• Email is set to jane@example.com
• A note is added to the timeline with her message
• Lead source: Website Contact Form

Bookings

When a customer books a service:

• A contact is created if the customer is new
• Booking details are logged in the timeline
• The service booked is added as a custom property
• Lead source is set to "Booking - Direct"

Subscriptions

When a customer subscribes to a plan:

• Contact is created or updated
• Subscription details are logged
• Lifecycle stage changes to "Customer"
• Plan name is added as a property

Contact Properties

Default Properties

Standard HubSpot properties synced include:

• First Name
• Last Name
• Email (unique identifier)
• Phone Number
• Company
• Website
• Lifecycle Stage (Lead, Customer, etc.)
• Lead Source
• Create Date
• Last Activity Date

Custom Properties

Your platform adds custom properties such as:

• Last Service Booked – Name of most recent booking
• Active Subscription Plan – Current plan name
• Total Bookings – Number of bookings made
• Customer Lifetime Value – Total spent
• Contact Form Department – Department selected in form
• Preferred Contact Method – Email, phone, or text

These can be viewed and edited in HubSpot under contact details.

Searching and Filtering Contacts

In Your Platform

Use filters to find contacts:

• By Lead Source: Contact Form, Booking, Manual Entry, Subscription
• By Subscription Status: Active Subscribers, Trial Users, Cancelled, No Subscription
• By Booking Activity: Has bookings, No bookings yet, Last booked (date range)
• By Date: Created this week/month/year, Last activity within X days

In HubSpot

Use HubSpot's filters:

1. Go to Contacts → Contacts
2. Click Advanced filters
3. Add criteria:
   • Lead source is "Website Contact Form"
   • Active subscription plan is "Pro"
   • Total bookings greater than 5
   • Last activity date is in the last 30 days
4. Save as a list for quick access

Managing Contacts

Editing Contact Information

From Your Platform:

1. Locate the contact
2. Click to view details
3. Click Edit
4. Update fields (name, email, phone, notes)
5. Click Save Changes

Changes sync to HubSpot automatically.

From HubSpot:

1. Open the contact
2. Edit any property
3. Click Save

Changes sync back to your platform automatically.

Adding Notes

Document interactions with contacts:

In Your Platform:

1. Open contact details
2. Click Add Note
3. Type your note (e.g., "Called on 2/2/26, interested in premium plan")
4. Click Save

In HubSpot:

1. Open contact
2. In the timeline, click Note
3. Add your note
4. Click Save

Notes sync both ways.

Tagging Contacts

Organize contacts with tags:

Common Tags:

• High-value lead
• Needs follow-up
• VIP customer
• Referral source
• Event attendee

Creating Tags:

1. In contact details, find Tags section
2. Type tag name
3. Press Enter

Tags sync to HubSpot as custom properties.

Deleting Contacts

From Your Platform:

1. Find the contact
2. Click the menu icon (three dots)
3. Select Delete
4. Confirm

Contact is also deleted from HubSpot.

From HubSpot:

1. Open contact
2. Click Actions → Delete
3. Confirm

Contact is removed from your platform dashboard.

Contact Timeline

View all interactions with a contact:

In HubSpot Timeline

The timeline shows:

• Form submissions – Date and form details
• Bookings – Date, time, service booked
• Subscription changes – Upgrades, downgrades, cancellations
• Emails – Sent, opened, clicked
• Notes – Manual notes you've added
• Deals – Associated sales opportunities
• Meetings – Logged calls or meetings

Sorted chronologically (newest first).

Timeline Activities

Activities automatically logged:

• Contact form submission (immediate)
• Booking confirmation (immediate)
• Booking reminder sent (24 hours before)
• Review request sent (24 hours after)
• Subscription invoice paid (monthly)
• Payment failed (if applicable)

Creating Contacts Manually

From Your Platform

1. Go to Services → HubSpot Forms tab
2. Click Add Contact
3. Fill in required fields:
   • Name
   • Email
4. Optionally add:
   • Phone
   • Company
   • Notes
5. Click Create

Contact syncs to HubSpot immediately.

From HubSpot

1. In HubSpot, go to Contacts
2. Click Create contact
3. Fill in properties
4. Click Save

Contact syncs to your platform within minutes.

Segmenting Contacts

Creating Lists in HubSpot

Lists help you organize and target contacts:

Static List:

• Manually add/remove contacts
• Doesn't update automatically
• Good for one-time campaigns

Active List:

• Automatically updates based on criteria
• Contacts added/removed as they meet criteria
• Good for ongoing segmentation

Example Active List: "High-Value Leads"

• Lead source is "Website Contact Form"
• Total bookings is greater than 0
• Active subscription plan is not empty
• Last activity date is in the last 90 days

Contacts automatically added when they meet all criteria.

List Use Cases

Email Marketing:

• Send targeted campaigns to specific segments
• Example: "Trial users nearing expiration"

Lead Nurturing:

• Automate follow-up emails
• Example: "New contact form submissions"

Sales Outreach:

• Prioritize high-intent leads
• Example: "Booked but not subscribed"

Workflows and Automation

Use HubSpot workflows to automate actions:

Example Workflow 1: New Form Submit

Trigger: Contact submits website contact form
Actions:

1. Wait 5 minutes
2. Send welcome email with company overview
3. Wait 2 days
4. Send case study email
5. Wait 3 days
6. Assign to sales rep for follow-up

Example Workflow 2: Booking Follow-Up

Trigger: Contact completes a booking
Actions:

1. Wait 24 hours after booking
2. Send review request email
3. If review submitted → Send thank you email
4. If review not submitted → Send reminder after 7 days

Example Workflow 3: Trial Conversion

Trigger: Contact's trial period is ending (3 days before expiration)
Actions:

1. Send "Trial ending soon" email with upgrade benefits
2. Wait 1 day
3. If not upgraded → Send limited-time discount offer
4. If still not upgraded → Notify sales team for personal outreach

Setting Up Workflows

1. In HubSpot, go to Automation → Workflows
2. Click Create workflow
3. Choose trigger (form submission, contact property change, etc.)
4. Add actions (send email, update property, create task)
5. Set delays and conditions
6. Turn on

Workflows run automatically on all contacts that meet the trigger criteria.

Deals and Pipelines

Track sales opportunities:

Creating Deals

Associate deals with contacts:

1. In HubSpot, open a contact
2. In the Associations section, click Add next to Deals
3. Click Create deal
4. Set:
   • Deal name (e.g., "Pro Plan - Jane Smith")
   • Amount ($1,200 annual plan)
   • Close date (expected)
   • Stage (Qualified Lead, Proposal Sent, etc.)
5. Click Save

Deal Stages

Typical sales pipeline:

1. Lead – Initial contact
2. Qualified – Meets criteria, interested
3. Proposal Sent – Pricing and details shared
4. Negotiation – Discussing terms
5. Closed Won – Customer subscribed
6. Closed Lost – Did not convert

Move deals through stages as conversations progress.

Viewing Pipeline

1. Go to Sales → Deals
2. See all deals in board view (organized by stage)
3. Drag and drop deals to move stages
4. Click any deal for details and history

Email Tracking

If you email contacts from HubSpot:

Tracked Metrics:

• Email sent (timestamp)
• Email opened (timestamp and device)
• Link clicked (which link)
• Reply received

Benefits:

• Know when emails are read
• See which links generate interest
• Time follow-ups based on engagement

Setup:

• Use HubSpot's email tool or Gmail/Outlook integration
• Tracking happens automatically

Contact Scoring

Prioritize leads with scoring:

Setting Up Scoring

1. In HubSpot, go to Settings → Properties
2. Find or create "HubSpot Score" property
3. Define scoring criteria:
   • Form submission: +10 points
   • Booking made: +20 points
   • Subscribed to plan: +50 points
   • Email opened: +5 points
   • Page view: +2 points

Using Scores

• High scores (80+): Hot leads, prioritize immediately
• Medium scores (40-79): Warm leads, nurture with workflows
• Low scores (under 40): Cold leads, long-term nurture

Filter contacts by score to focus on high-potential opportunities.

Reporting and Analytics

Track CRM performance:

Contact Metrics

• Total contacts
• New contacts this month
• Contacts by source (form, booking, manual)
• Active customers vs. leads

Activity Metrics

• Form submissions this month
• Bookings this month
• Emails sent/opened/clicked
• Deals created/won/lost

Conversion Metrics

• Form submit → Booking rate
• Booking → Subscription rate
• Lead → Customer rate
• Average time to convert

Access reports in HubSpot under Reports → Analytics Tools.

Syncing Status

Checking Sync Health

View sync status:

1. Go to Services → Integrations tab
2. See sync status:
   • Connected – Syncing normally
   • Error – Sync issue (check error message)
   • Disconnected – Connection lost

Manual Sync

If data seems out of date:

1. Go to Services → Integrations tab
2. Click Sync Now
3. Wait 1-2 minutes
4. Refresh contact list

Sync Frequency

• Form submissions: Immediate
• Bookings: Immediate
• Subscription changes: Within 5 minutes
• Other updates: Every 15 minutes

Troubleshooting

Contact Not Appearing in HubSpot

Check:

1. Email address is valid and unique
2. Sync is enabled for that source (forms, bookings)
3. HubSpot connection is active

Solution: Manually trigger sync or wait 15 minutes for automatic sync.

Duplicate Contacts

Cause: Different emails used for the same person.

Solution:

1. In HubSpot, go to Contacts
2. Find duplicates
3. Click Actions → Merge contacts
4. Choose primary contact
5. Merge

Properties Not Syncing

Check:

1. Property mapping is correct (Integrations → HubSpot → Field Mapping)
2. Property exists in both systems
3. Property type matches (text, number, date)

Solution: Update field mapping and resync.

Best Practices

Consistent Data Entry

• Use the same format for phone numbers
• Standardize company names
• Use lifecycle stages consistently

Regular Cleanup

• Monthly: Review and merge duplicates
• Quarterly: Archive inactive contacts
• Annually: Audit custom properties

Segmentation Strategy

• Create active lists for key segments
• Use tags for quick identification
• Score contacts based on engagement

Follow-Up Discipline

• Respond to form submissions within 24 hours
• Set reminders for follow-up calls
• Use workflows to automate reminders