Mastering HubSpot & Teams Integration: 6. Replying to Conversations from Teams

Introduction

Last time, we tried syncing Teams webinar information to HubSpot.
https://zenn.dev/raynya/articles/32374abb43e267

This time, I'm going to try out the feature for replying to HubSpot communications from Teams.

The content of this article is as of the time of writing (August 2024). Please keep in mind that the methods may change due to updates, and refer to official information as the primary source.
Also, this feature assumes that the integration app has been fully installed.

Current list of articles

1. Installing the integration app
2. Connecting a Teams team to HubSpot
3. Sending Teams notifications from workflows
4. Creating HubSpot tasks and tickets from Teams
5. Syncing Teams webinar information to HubSpot
6. Replying to communications from Teams

How to Configure

According to the Knowledge Base, using this feature requires upgrading the Teams team.
In my environment, I couldn't find a similar button, but if you see an "Upgrade for new features" button under Integration app settings > [General settings] > [Global settings], please follow the method in this article to upgrade.

• The upgrade seems to just involve adding the HubSpot app to the Teams team.

<How to select the team to use with the conversations inbox>

1. Access the Teams integration app settings within HubSpot and navigate to the [Communications] tab.
2. Turn ON the inbox you want to connect to Teams, and select the destination Teams team and channel. Also, select the Inbox channel type (such as forms or email) that you want to connect to Teams from the [Inbox channel type] dropdown.
   

📖 Reference article: Reply to HubSpot conversations in Microsoft Teams

As far as I've verified, communications from emails and forms only allow receiving notifications, while web chat communications allow for replies directly from Teams.

Notification Preview

For example, in the case of a communication created from a form submission, a notification will arrive in the connected team's channel in the following format:

Display on the HubSpot inbox side

Display on the Teams side

Reply Experience

For web chat communications, it is possible to continue the interaction directly from Teams.

To reply to a communication from Teams, type your message in the [Reply] section and send it. If the visitor sends a further reply, the message will be added to the thread, and you can continue the conversation by replying again through [Reply].

Web chat screen on the visitor's side and the Teams screen

HubSpot inbox screen and the Teams screen

Note: Currently, it seems that only text information can be sent from Teams; attachments or text styles included in the message are not transmitted.

It would be even more convenient if this were reflected as well

Conclusion

It's a bit disappointing that the feature for replying from Teams has more limitations than replying directly from the HubSpot inbox, but it seems useful for cases where you want to receive communication notifications in Teams or send a quick initial response. ( ..)φ