Manage
Settings and sync log
One page in HubSpot holds the connection, your plan, every setting and the log of what was synced. Changes apply to the next conversation or ticket that syncs.
Where it is
In HubSpot, click the Marketplace icon in the top bar → Connected apps → the My apps tab → YTI Sync for Intercom → the Settings tab. Anyone who may manage connected apps in the HubSpot account can change the settings.
Connection and plan
- Connection: the Intercom workspace and its region, or a Connect Intercom button when none is connected.
- Plan: your plan and how many conversations were logged this month (out of 50 on Free), with buttons to upgrade and, once you pay, Manage billing. See Plans and billing.
Conversations
| Setting | Default | What it does |
|---|---|---|
| Log Intercom conversations as HubSpot notes | On | Off stops new notes and updates to existing ones. Notes already in HubSpot stay. |
| Create a HubSpot contact when none has the customer's email | On | Off: conversations of customers who aren't in HubSpot are logged only on their company, or not at all. |
| Legal basis for contacts the app creates | Don't set one | Needed only when GDPR features are on in HubSpot (Settings → Privacy & Consent): HubSpot then refuses new contacts without a legal basis for processing. Pick the one that fits your customers; the list comes from your HubSpot account. Until one is set, those conversations go on the company only and the sync log says so. |
| Create a HubSpot company when none has the customer's domain | Off | On: a company is created from the customer's company website or business email domain. |
| Skip conversations only a bot answered | On | Conversations Fin or another bot closed on its own aren't logged. Once a teammate replies, they are. |
| Customer messages needed before a conversation is logged | 1 | 0 to 20. 0 logs conversations your team started even before the customer answers. |
Add past conversations
Adds the conversations updated in the last 30 days (Free), 90 days (Starter) or 12 months (Pro). They are written a few seconds apart, oldest first; conversations that are already in HubSpot are updated, not duplicated. On Free they count toward the 50 a month. The first 30 days are added on their own when you connect Intercom.
Tickets
| Setting | Default | What it does |
|---|---|---|
| Turn Intercom tickets into HubSpot tickets | On (Starter and Pro) | Off stops creating and updating HubSpot tickets. |
| HubSpot ticket pipeline | Your first pipeline | The pipeline new tickets go to. Changing it clears the stage choices below. |
| Intercom “Submitted” / “In progress” / “Waiting on customer” / “Resolved” goes to | Automatic | The HubSpot stage for each Intercom state. |
See Tickets for what Automatic picks.
HubSpot fields in Intercom
| Setting | Default | What it does |
|---|---|---|
| HubSpot contact fields shown in Intercom | Lifecycle stage, Lead status (Pro) | Up to 20 contact properties copied to the customer in Intercom when they write. |
See HubSpot fields in Intercom.
Save
Settings are saved with Save settings at the end of the page. A value that isn't valid keeps its default.
Sync log
The last 25 events, newest first: what was synced, with its Intercom ID, and the result. The log is kept for 90 days.
- info: something was done (Logged as a note, Created a HubSpot ticket, Settings saved) or skipped on purpose (Not logged: only a bot answered).
- warn: something you may want to change (the Free plan limit, no matching contact with contact creation off, an email address HubSpot doesn't accept, a legal basis your portal needs).
- error: syncing needs you (Intercom access was revoked) or an item failed for good.
The log never contains message text. Each line is explained in Troubleshooting.
Items that could not be synced
When HubSpot or Intercom refuses an item, YTI Sync tries again: after 30 seconds, then 1, 2, 4 minutes and so on, up to 8 times (about an hour), or when the service says to (rate limits). If it still fails, the item is listed above the log with the error and a Retry button. Nothing is dropped without a line in the log.
Disconnect Intercom
Disconnect Intercom under the connection stops all syncing, after you confirm. Notes and tickets already in HubSpot stay. Connect the same workspace again later and the same notes keep updating; connect a different workspace and it starts fresh. To also remove YTI Sync's access in Intercom, uninstall it where Intercom lists your installed apps (under Settings → Integrations).
Uninstall from HubSpot
In HubSpot, click the Marketplace icon → Connected apps → the My apps tab, open the Actions menu next to YTI Sync for Intercom and choose Uninstall. You need to be a super admin or have the App Marketplace Access permission.
- Right away: syncing stops, and YTI Sync can no longer read or write anything in HubSpot.
- What stays: the notes and tickets YTI Sync wrote, and contacts or companies it created. They are your HubSpot records; delete them in HubSpot if you want them gone.
- On our server: everything kept for your account (connection, settings, links, log) is deleted 30 days later. Reinstall within 30 days and syncing picks up where it stopped, without duplicate notes.
- Paid plan: uninstalling doesn't cancel it. Cancel under Manage billing first, or write to support@yti.digital.
- Intercom: remove YTI Sync there too, where Intercom lists your installed apps (under Settings → Integrations).
See Permissions and data for everything that is stored and when it is deleted.