Hubspot

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This article explains admin steps to configure the HubSpot integration with Staircase AI to sync customer account data from HubSpot, designate accounts as active or churned, map fields between platforms, manage sync frequency, and gracefully disconnect when needed.

This article explains how admins can integrate Staircase AI with HubSpot to enable real-time syncing of customer account data. The integration allows for two-way data flow, ensuring that updates in HubSpot are reflected in Staircase AI and vice versa.

Overview

Staircase AI integrates with HubSpot to support the following capabilities:

Sync account data from HubSpot to Staircase AI.
Push calculated insights from Staircase AI back to HubSpot.
Enable automation, visualization, and account management workflows.

This integration is intended for Gainsight Admins or users with elevated permissions.

Prerequisite

Before setting up the integration, ensure the following:

You have admin access to both Staircase AI and HubSpot.
Proper permissions are configured in Staircase AI under Users & Permissions.
You are logged into both platforms during the setup process.

Set Up Integration Process

To connect Staircase AI with HubSpot:

Log in to Staircase.ai.
Navigate to Settings > Integrations.
Select the HubSpot card and click Connect. An authorization window appears.
Sign in to your HubSpot account or create a new HubSpot account.
Select your HubSpot account and click Choose Account. The Connecting Staircase AI to HubSpot window appears.
To authorize access, click Connect app.
Staircase AI requests access to the following HubSpot components:
- Manage and view your CRM data (write permissions to update accounts and contacts with Staircase's data)
- Read messages, comments, and threads.
- View recipient, user and assignment details.
- View, create, edit or delete tickets.
- Access HubSpot account information such as primary domain and email address of HubSpot users interacting with Staircase AI.
The HubSpot and Staircase AI integration is established.

The Hubspot integration section has three tabs: CRM, Tickets and Call summary upload.

Configure CRM Sync

To configure CRM sync:

In the HubSpot Integration section, select the CRM tab.
Select the Synchronize HubSpot accounts with Staircase AI checkbox.

If existing fields such as Status, Tier, or Journey Phase are not sufficient to filter accounts for syncing, create a custom field:

Name: Staircase AI Sync
Type: Single-select picklist
Values: Yes, No

Choose Accounts to Sync

You can choose to:

Sync all accounts
Sync specific accounts using filters

To sync specific accounts:

Select a Field and define the corresponding Values.
(Optional) Click Add Row to create multiple filters.
Click Remove Filter to delete a row.
Note: At least one filter row must remain. You must ensure that only the number of accounts covered by your subscription are synced.
From the Churned and prospects accounts section, select a Status field from the dropdown list.
Select which account status values should be marked as churned in the Churned accounts field.
Note: Only churned accounts that were previously active and billed in Staircase AI are retained. Historical churned accounts without an active billing link are no longer synced.
Select a value for the Churned accounts retention period in months.
(Optional) Select which account status values should be marked as prospects from the dropdown list. The note at the bottom of the page displays the number of accounts that are synced or filtered out based on the selected field values.
Click Update.

Sync HubSpot Tickets

To sync HubSpot tickets as tickets in Staircase AI:

In the Tickets tab, select the Synchronize HubSpot tickets as tickets in Staircase AI checkbox.
By default, the Sync the standard comment of the HubSpot tickets as ticket comments option is selected. Uncheck if you do not want to sync the standard comments from Hubspot cases to ticket comments in Staircase AI.
(Optional) Select the Convert email messages related to Salesforce cases to ticket comments checkbox if ticket content does not populate as expected.
Click Save. The systems connect and pull in data. Entries typically appear under Submitted Tickets within a few hours, and ticket details populate accordingly.

Enable Call Summary Sync

To push call summaries to HubSpot:

By default, the Push call summaries, including issues and action items, to Hubspot as a task-type activity item checkbox is selected. Uncheck if you do not want to push call summaries to HubSpot.
Click Save.

Important

The sync runs hourly through the day. This ensures any accounts added to HubSpot are captured in Staircase AI. Any accounts updated in HubSpot to be removed from Staircase AI are removed based on the configured sync cadence (example: every 1 day, 2 days, 3 days).
Staircase AI identifies the primary t domain present in the company's contact list in HubSpot. This domain is pulled into Staircase AI with the account. If multiple domains are detected, secondary domains are also pulled in—provided they meet the following criteria:
- Secondary domains are also pulled if:
  - They are used by at least two contacts.
  - They are unique to the account (not shared across accounts). In cases of shared domains, contact management on CRM is required.

Disconnect the Integration

To remove connection:

Log in to Staircase.ai.
Navigate to Settings > Integrations.
Select the HubSpot card and click Disconnect.
Note: Disconnecting stops future data syncs. Existing data in Staircase AI can be retained or deleted based on your preferences.