Integrations HubSpot · 5 actions

HubSpot + Pengo: Know the customer, keep their record current, and open tickets and deals

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. Included on Team, Business, Plus and Enterprise.

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Team+ · Works with Pengo Actions

Pengo recognised a known HubSpot contact and opened a ticket that links back to the chat.

01 Pengo Actions

What Pengo can do in HubSpot

5 actions, each with its own setting. Pengo does what you allow and nothing else.

  • Look up the customer in HubSpot

    Auto

    Checks the customer's HubSpot contact, company and open deals so the answer fits who they are.

    • 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

    Looks something upStarts on AutoVerified customers onlyNo credits

    Modes: Off · Auto

  • Open a HubSpot ticket

    Ask first

    Opens a HubSpot ticket, linked to the customer's contact, for anything your team needs to follow up.

    • 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

    Makes a changeStarts on Ask firstTeammates can run it2 credits per run

    Modes: Off · Team only · Ask first · Auto

  • Update a contact field

    Ask first

    Sets one of the HubSpot fields you've approved on the customer's contact, checked against the field's type.

    • A customer mentions their team grew to 40 people
    • A customer tells you their preferred contact time
    • A customer shares their contract renewal date

    Makes a changeStarts on Ask firstVerified customers onlyTeammates can run it5 credits per run

    Modes: Off · Team only · Ask first · Auto

  • Log a note

    Ask first

    Logs a note on the customer's HubSpot contact, with a link back to the conversation.

    • 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

    Makes a changeStarts on Ask firstVerified customers onlyTeammates can run it2 credits per run

    Modes: Off · Team only · Ask first · Auto

  • Create a deal

    Ask first

    Opens a HubSpot deal on the customer's contact when they show buying intent, so sales can pick it up.

    • 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

    Makes a changeStarts on Ask firstVerified customers onlyTeammates can run it5 credits per run

    Modes: Off · Team only · Ask first · Auto

02 You stay in control

Changes wait for your yes

Update a contact field starts on Ask first. Pengo prepares it, tells the customer it’s with the team, and a teammate approves or rejects it right in the conversation. Pengo then lets the customer know.

Prefer Pengo to just do it? Switch any action to Auto. Want it never to happen? Switch it Off. How Pengo Actions work

03 Setup

Connect HubSpot in three steps

No code. Most teams are done in a few minutes.

Step-by-step guide
  1. 01

    In HubSpot, create a private app with the contact scopes Pengo asks for, plus tickets if Pengo should open them.

  2. 02

    In Pengo, open Settings › Integrations › HubSpot and paste the app’s access token.

  3. 03

    In Intelligence › Actions, decide whether Pengo opens tickets on its own or asks first.

04 Questions

HubSpot FAQ

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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