HubSpot Integration FAQ

The most common questions about setting up, syncing, and troubleshooting your HubSpot integration are answered below. You can leave the integration setup itself to the agent. Just tell it in Chat, "Help me set up the HubSpot integration," and it will walk you through the steps and configure things for you. If you prefer to check or change settings yourself, follow the procedures in each section.

Which HubSpot data is synced with Lumo?

Lumo imports your HubSpot contact information and writes Lumo's LINE-related data back into HubSpot contact properties. Because the sync runs in both directions, you can work with the same customer information in both HubSpot and Lumo.

Right after connecting, first name, last name, email address, and phone number are imported. Company name and any other HubSpot contact properties are added afterwards — you choose just the ones you need from the sync settings. From the Lumo side, LINE-related properties such as LINE User ID, LINE display name, LINE follow status, LINE tags, and last broadcast date are written into HubSpot.

You can review, add, or remove the fields to sync on the "Sync Data" screen of the HubSpot integration.

Can I add more fields to sync later?

Yes, you can add or remove fields at any time from the "Sync Data" screen after connecting. Only basic fields are included to begin with, so you pick the properties you need and add them.

How to add fields

1. Open the "Sync Data" screen of the HubSpot integration.
2. Click "Add HubSpot Property".
3. Select the HubSpot property you want to sync, then click "Add New Property".

If you use a HubSpot property in a broadcast, a Workflow, or a Segment, it joins the sync targets automatically without these steps. When you want manual additions only, turn off "Add properties automatically when used" on the "Sync Data" screen. Only workspace administrators can flip that switch.

The sync rule applies "the most recently updated value." When the values differ between HubSpot and Lumo, whichever was updated more recently is the one that takes effect.

What is the difference between a HubSpot integration and "connecting" a LINE Official Account?

Making a LINE Official Account available in Lumo is called connecting, while linking an external service such as HubSpot with Lumo is called integration. Before you can use HubSpot, the target LINE Official Account must already be connected to Lumo.

A HubSpot integration links an already-connected LINE Official Account with a HubSpot account. If the LINE Official Account is not yet in Lumo, first connect the LINE Official Account in Lumo, then start the HubSpot integration.

Can I start the integration from the HubSpot Marketplace or from Lumo?

You can start from either one. Only the entry point differs; the settings you use after integrating are the same.

Starting from the HubSpot Marketplace

You proceed from HubSpot's app installation screen. Along the way you sign in to Lumo, choose the LINE Official Account to integrate, and then approve the required permissions in HubSpot.

Starting from Lumo

You proceed from Lumo's integration wizard. Choose the LINE Official Account and move straight on to HubSpot authentication. You can leave the setup to the agent. Tell it in Chat, "Help me set up the HubSpot integration," and it will guide you through it.

Are existing HubSpot contacts and Lumo friends matched automatically?

Yes, they are matched automatically using shared fields such as email address. After integrating, when a contact already registered in HubSpot matches a Lumo friend on a shared field, they are linked as the same customer.

Once linked, you can manage the data together across both HubSpot and Lumo. You can also import LINE User IDs from contacts registered in a HubSpot segment (list) to link them. For details, see "Can I import LINE User IDs from a HubSpot segment (list)?"

Can I import LINE User IDs from a HubSpot segment (list)?

Yes, you can read LINE User IDs from contacts in a HubSpot segment and link them to Lumo friends. You configure this under "Link IDs from Segments" on the "ID linkage" tab of the HubSpot integration.

Items to configure

Once you specify a source list, existing LINE User IDs are imported from HubSpot on a regular basis. Removing the specification stops the import.

Can I link IDs from a marketing email?

Yes, when you place a linkage URL in a HubSpot marketing email, ID linkage is established when the recipient logs in with LINE Login from a button in the email.

Generate the linkage URL from the QR Code ID linkage settings, then append a HubSpot personalization token so it is replaced with each contact's value. Insert the URL as a button or image link. Personalization tokens are only replaced in HubSpot marketing emails — linkage doesn't work from external email tools or test sends.

Can I link IDs from a HubSpot form sent over LINE?

Yes, when you add a query parameter that passes the LINE User ID to a HubSpot form URL sent in a broadcast or auto message, ID linkage is established the moment the form is submitted.

When you enter a HubSpot form URL in the message creation screen, an example of the query parameter to add is shown automatically. On the form side, add a hidden field for the LINE User ID property. When the person who received the message on LINE submits the form, the LINE User ID is recorded on the contact and Lumo links them automatically.

Can I link IDs from a HubSpot form placed on my website?

Yes. After a HubSpot form on your website is submitted, you can show a LINE linking QR code or button in the thank-you message or on the thank-you page, and link the contact by the submitted email address. Turn on "Enable" in "Link IDs from Form Submissions" on the HubSpot integration "ID linkage" tab, and add the "Landing page install code" to the form page.

If the form moves to another page after submission, also add the "Thank-you page install code" to the thank-you page (same domain as the form page only). You can change the reply message and the destination after linking in the settings of the automatically created QR Code "HubSpotフォーム連携" (HubSpot form linkage). For a new HubSpot form (iframe embed), use the "Developer code" embed code on the HubSpot side. Friends linked this way are recorded with the acquisition route "HubSpot form".

I chose a HubSpot segment (list) as the broadcast target, but the recipient count is zero

That is because the segment you just picked has not had its members imported yet. Wait for the sync to finish and the count appears.

A HubSpot segment you have just chosen as a broadcast target shows "(not synced)", and the recipient preview shows "Syncing HubSpot list members…". The count stays at zero during that time. Open the screen again once the sync is done and you can see the recipient count.

If it still shows zero after a while, check whether the segment on the HubSpot side actually has contacts in it. If that doesn't change anything, check the sync history and error details on the HubSpot integration Dashboard.

What should I do when a sync error occurs?

Check the details of the error on the integration screen, resolve the cause, and then resync manually. If errors persist, please contact support.

How to check and resync

1. On the HubSpot integration screen, check the sync status and sync history. If a sync failed, the status shows "Failed" and the error details remain in the sync history.
2. Resolve the cause of the error.
3. Click "Resync Data" and choose "Resync" in the confirmation dialog.

After you request a resync, it may take a few minutes for the data to be reflected.

Which permissions are required in HubSpot?

You need permission to install HubSpot apps. The scope of permissions you approve varies depending on the type of integration.

A standard integration uses permissions related to contacts, companies, lists, and workflows. If you also use inbox sync, you additionally approve the permissions needed to sync conversations. When you select an account, HubSpot prompts you to approve the required permissions.

Even when you start from the HubSpot Marketplace, the LINE Official Account you use as the integration target must already be connected to Lumo.

Is there a limit on the number of LINE Official Accounts I can integrate?

There is a limit on the number of LINE Official Accounts you can integrate with a single HubSpot account. When you integrate multiple LINE Official Accounts, each one is handled separately.

If you are migrating from CONNECT, we provide individual guidance for switching the HubSpot integration, so please contact our support team. If you are new, you can proceed with the integration as is. For the specific number of integrations available, please also check with support.

Can I send LINE messages from a HubSpot workflow?

Yes, you can add LINE actions to a HubSpot workflow. Four are available: "Send LINE message", "Send LINE notification message", "Update LINE rich menu", and "ID linkage by form submission". For the content of a LINE message, you can choose either an Auto Send Message saved in Lumo or a body of text entered directly in HubSpot.

If you use an Auto Send Message, first select the LINE Official Account that will be the sender. The available Auto Send Message options are shown based on the account you select. You can also send a LINE message to the associated contact from deal and ticket workflows. The settings for each action are covered in LINE actions for HubSpot workflows.

Is HubSpot inbox sync required?

No, it is not required. Even without using inbox sync, you can still use contact sync, segment sync, and LINE actions in workflows.

Set up inbox sync only when you want to receive LINE conversations in your HubSpot inbox or help desk and reply to them from there. Sending and receiving images and files is supported too. You start the connection from HubSpot's inbox settings, then check the connection status under "Inbox sync" in "Sync & automation" on the "Settings" screen in Lumo after it is complete. Disconnecting on the Lumo side stops the sync of new conversations, but the channel settings on the HubSpot side are not deleted automatically.

Why am I asked to log in to Lumo when I open a screen inside HubSpot?

When you open a Lumo screen inside HubSpot, Lumo also verifies your authentication status. If your session has expired, you are asked to log in.

In this case, sign in to Lumo again and then reopen the screen. The same applies on the inbox connection screen: after signing in, you select the LINE Official Account to connect.

Does the integration also write to HubSpot deals or tickets?

No, the current integration doesn't write to deals or tickets. It writes to contact properties (and to the company object when company object sync is enabled).

It may reference related information when needed, but it never updates the contents of deals or tickets.

Tasks are a separate case. Turning on "Task Auto-Creation" creates a HubSpot task for the contact's owner whenever a message arrives from a friend. It is off by default. No task is created for contacts without an owner, or for messages the AI agent or a Lumo Workflow answered automatically. To create tasks at any timing you like, such as a friend add, you can also use the "Create HubSpot task" action in a Lumo Workflow.

When I remove the integration or uninstall, is my HubSpot data deleted automatically?

Removing the integration on the Lumo side and deleting the data that remains on the HubSpot side are two separate actions. Removing the integration doesn't automatically delete the data already created in HubSpot.

When you remove the integration, the contact data synced from HubSpot and the customer ID-linking information are deleted, and new syncs and workflow executions stop. On the other hand, the custom properties already created in HubSpot, the values already written, and past conversation history remain on the HubSpot side. If you don't need them, delete them manually on the HubSpot side. If a customer links their ID again after you reintegrate, the link is re-created.

What should I do if the LINE User ID import stops partway through?

Check the status of the import, and if an error is shown, review the details and run it again.

On the HubSpot integration screen, check the sync history and error details, resolve the cause, and then run the import again. If the problem is not resolved, please contact support.

What should I do if the integration was disconnected or I am asked to reconnect?

When HubSpot authorization becomes invalid, a reconnection notice appears on screen. Reconnect from the button and syncing resumes automatically.

When HubSpot authorization becomes invalid, automatic syncing such as contact sync and ID linking stops, and a notice reading "HubSpot needs to be reconnected" is displayed. When you reconnect from "Reconnect HubSpot", syncing resumes automatically. If reconnecting doesn't resolve it, please contact support.

How do I contact support?

Please use the Lumo Help Center or our contact channel.