HubSpot actions reference
Every Pengo Action for HubSpot: what it does, the mode it starts in, who it’s for and how to change it in Intelligence › Actions.
On this page
Pengo checks whether the customer is a known HubSpot contact to tailor its answer, updates the contact fields you approve, logs notes, and opens tickets and deals for your team to follow up. HubSpot is included on Team, Business, Plus and Enterprise.
To connect HubSpot, follow the setup guide. To change what Pengo does, open Intelligence › Actions and pick a mode for each action. See Choose how Pengo acts.
Every action at a glance
| Action | Starts on | Can be set to | AI credits |
|---|---|---|---|
| Look up the customer in HubSpot | Auto | Off, Auto | Free |
| Open a HubSpot ticket | Ask first | Off, Team only, Ask first, Auto | 2 |
| Update a contact field | Ask first | Off, Team only, Ask first, Auto | 5 |
| Log a note | Ask first | Off, Team only, Ask first, Auto | 2 |
| Create a deal | Ask first | Off, Team only, Ask first, Auto | 5 |
Look up the customer in HubSpot
Checks the customer’s HubSpot contact, company and open deals so the answer fits who they are.
- What it does: looks something up; it never changes anything (low risk).
- Starts on: Auto. You can set it to Off, Auto.
- Who it’s for: Verified customers only.
- Teammates: Pengo runs it; it isn’t in the Actions button.
- AI credits: none.
For example:
- An existing customer asks about an upgrade
- A visitor from a company with an open deal gets in touch
- A known contact asks a question their plan affects
Open a HubSpot ticket
Opens a HubSpot ticket, linked to the customer’s contact, for anything your team needs to follow up.
- What it does: makes a change in HubSpot (low risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Any visitor.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 2 per run, charged only when it runs.
For example:
- A customer reports a bug your engineers need to see
- A complaint needs a manager’s follow-up
- A request needs another team’s work
Update a contact field
Sets one of the HubSpot fields you’ve approved on the customer’s contact, checked against the field’s type.
- What it does: makes a change in HubSpot (medium risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 5 per run, charged only when it runs.
For example:
- A customer mentions their team grew to 40 people
- A customer tells you their preferred contact time
- A customer shares their contract renewal date
Log a note
Logs a note on the customer’s HubSpot contact, with a link back to the conversation.
- What it does: makes a change in HubSpot (low risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 2 per run, charged only when it runs.
For example:
- A customer mentions they’re evaluating an upgrade next quarter
- Recording what a customer was promised in chat
- Flagging a renewal risk for the account manager
Create a deal
Opens a HubSpot deal on the customer’s contact when they show buying intent, so sales can pick it up.
- What it does: makes a change in HubSpot (medium risk).
- Starts on: Ask first. You can set it to Off, Team only, Ask first, Auto.
- Who it’s for: Verified customers only.
- Teammates: can run it from the Actions button in the inbox.
- AI credits: 5 per run, charged only when it runs.
For example:
- A customer asks for a quote for 15 more seats
- A trial user wants to talk about the annual plan
- An existing customer asks about an add-on
Common questions
What can Pengo do in HubSpot?
Look up the customer in HubSpot, open a HubSpot ticket, update a contact field, log a note and create a deal. Pengo checks whether the customer is a known HubSpot contact to tailor its answer, updates the contact fields you approve, logs notes, and opens tickets and deals for your team to follow up.
Does Pengo make changes in HubSpot on its own?
Lookups run on their own. Open a HubSpot ticket, update a contact field, log a note and create a deal wait for a teammate’s approval by default. You can set each action to Auto, Ask first, Team only or Off in Intelligence › Actions.
How does Pengo know it’s talking to the right customer?
Look up the customer in HubSpot, update a contact field, log a note and create a deal are only for customers whose identity is verified, for example signed in to your site with identity verification.
Which plans include HubSpot?
HubSpot is included on Team, Business, Plus and Enterprise, alongside Pengo Intelligence.
Can my team run HubSpot actions themselves?
Yes. While chatting, a teammate clicks Actions in the inbox and runs open a HubSpot ticket, update a contact field, log a note and create a deal in one click, with the customer and order already filled in. Pengo drafts the reply to the customer.
How many AI credits does a HubSpot action use?
Look up the customer in HubSpot uses no credits. Changes are a flat number of credits per run: open a HubSpot ticket 2, update a contact field 5, log a note 2 and create a deal 5. Credits are charged only when an action actually runs, never when it fails, is rejected or expires.
How do I connect HubSpot to Pengo?
1. In HubSpot, create a private app with the contact scopes Pengo asks for, plus tickets if Pengo should open them. 2. In Pengo, open Settings › Integrations › HubSpot and paste the app’s access token. 3. In Intelligence › Actions, decide whether Pengo opens tickets on its own or asks first.
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