What it syncs
Conversations as notes
One Intercom conversation is one HubSpot note, on the contact and the company. It is written once the conversation is worth logging and then kept up to date.
What the note contains
- A header: the conversation title (if it has one), its state (open, snoozed, closed), the rating and its remark, the tags, and an Open in Intercom link.
- The messages, oldest first: who wrote it, the time (UTC) and the text. Bot replies are marked as such.
- Its date in HubSpot is when the conversation started, so it sits in the right place on the contact's timeline.
What is left out
- Internal notes your team writes in Intercom never leave Intercom.
- Events such as assignments and snoozes, which carry no message.
- Files and images: the note has the text; the attachments stay in Intercom, one click away through the link.
Which conversations are logged
| Rule | Default | Setting |
|---|---|---|
| Logging is on | On | Log Intercom conversations as HubSpot notes |
| At least this many customer messages | 1 | Customer messages needed before a conversation is logged |
| Someone from your team answered (not only a bot) | On | Skip conversations only a bot answered |
| A HubSpot contact or company matches | Contacts are created when missing | See Contacts and companies |
A conversation that doesn't qualify yet is checked again on its next message: once your team replies, it is logged. Each skip is written to the sync log with the reason (see Troubleshooting).
How it stays up to date
- New messages update the same note; no second note is created for the same conversation.
- Messages that arrive in a burst are written together about a minute after the last one, and never more than 5 minutes after the first.
- Closing or rating a conversation updates the note within seconds.
- If nothing in the conversation changed, nothing is written.
- If someone deletes the note in HubSpot, it is written again the next time the conversation changes.
Very long conversations
A HubSpot note holds about 65,000 characters. When a conversation is longer, the note keeps the beginning and says how many later messages are not shown; the link opens the whole conversation in Intercom.
Counting toward your plan
A conversation counts once, in the month it is first logged. Updates to it never count again. The Free plan logs 50 conversations a month; Starter and Pro log all of them. See Plans and billing.