What it syncs
Contacts and companies
Notes and tickets go on the HubSpot records that belong to the Intercom customer. This is how they are found.
The contact
- Found by email (upper or lower case doesn't matter).
- When no HubSpot contact has that email and Create a HubSpot contact when none has the customer's email is on (the default), one is created with the email, first and last name and phone from Intercom.
- Users and leads (visitors who left an email) are handled the same way.
- Intercom gives anonymous visitors made-up names such as "Purple Unicorn from Tallinn". Those are never stored as names in HubSpot: the contact is created with the email only (or with the real name, if your team entered it in Intercom before the conversation was logged), and notes show the email instead.
The company
- Found by domain: the website of the customer's company in Intercom, or else the domain of their email address.
- Free email domains (gmail.com, outlook.com, yahoo.com, icloud.com and the like) are never used for companies.
- When no HubSpot company has that domain and Create a HubSpot company when none has the customer's domain is on (off by default), one is created with the domain and the Intercom company name.
- When YTI Sync creates the contact or the company, it also associates the contact with the company. Existing associations are left alone.
Examples
| Intercom customer | Contact | Company |
|---|---|---|
| ann@acme.com, company Acme (acme.com) | The contact with ann@acme.com (created if missing) | The company with domain acme.com |
| bob@gmail.com, no company | The contact with bob@gmail.com | None (free email domain) |
| bob@gmail.com, company Bob's Shop (bobshop.co) | The contact with bob@gmail.com | The company with domain bobshop.co |
| A visitor with no email, company with a website | None | The company with that domain: the note goes on the company |
| A visitor with no email and no company | None | None: not logged, and the sync log says why |
| ann@acme.cmo (a typo), company Acme (acme.com) | None: HubSpot does not accept the address | acme.com: the note goes on the company, and the sync log says why |
When HubSpot won't create the contact
Two things make HubSpot refuse a new contact. Neither is fixed by trying again, so YTI Sync writes the note (or ticket) on the company, if one matches, and the sync log says what is missing. Once you fix it, the next sync of that conversation creates the contact and adds it to the note that is already there; no duplicate is written.
| What the sync log says | Why | What to do |
|---|---|---|
| HubSpot does not accept the Intercom contact's email address | A typo or a made-up domain (for example name@example.com style test addresses) | Fix the address in Intercom |
| HubSpot needs a legal basis for new contacts (GDPR is on in this portal) | GDPR features are on in HubSpot (Settings → Privacy & Consent), so every new contact needs a legal basis for processing | Choose one in the app settings: Legal basis for contacts the app creates |
When no company matches either, the conversation is not logged yet; it is logged with the next reply after the fix, or with Add past conversations in the settings.
Duplicates
YTI Sync never merges or changes existing HubSpot records; it only adds notes, tickets and associations, and creates a contact or company when the setting allows it. If HubSpot already has two contacts with one email, the first one found gets the note.
Existing contacts and companies are never edited: their properties stay as your team set them.