How Do I Connect HubSpot to SoTrustworthy?

To connect HubSpot to SoTrustworthy, log into your SoTrustworthy account, navigate to Settings > Integrations, and select HubSpot. Authenticate your HubSpot account via single sign-on, select the deal stage or ticket status that represents a completed job, and map your customer contact fields. Once saved, closed jobs in HubSpot will automatically trigger SMS review requests through SoTrustworthy.

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What You Need Before Starting

Before setting up the connection, make sure you have the following ready:

• SoTrustworthy Account: An active subscription on any plan (Starter, Growth, or Pro) or an active 14-day free trial.
• HubSpot Super Admin or App Access Permissions: You must be logged into a HubSpot account with permissions to grant third-party app access. If you are unsure of your user level, review HubSpot's user permissions guide.
• A Mobile Phone Number Field in HubSpot: SoTrustworthy relies on an SMS-first workflow. Ensure your customer records in HubSpot have valid mobile numbers stored under the standard Phone Number or Mobile Phone Number property.

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Step 1: Authorize SoTrustworthy in HubSpot

The connection process uses secure OAuth authentication. You do not need to paste API keys or write any code.

1. Log in to your SoTrustworthy Dashboard.
2. From the left sidebar, click Settings, then select Integrations.
3. Locate HubSpot in the list of available integrations and click Connect.
4. You will be redirected to the secure HubSpot login screen. If you manage multiple HubSpot portals, select the portal corresponding to the business location you are connecting.
5. Review the permissions requested by SoTrustworthy (including read access to Contacts, Deals, and Tickets, and read/write access to Webhooks) and click Invert / Grant Access.
6. Once authorized, you will automatically return to your SoTrustworthy dashboard with a success message confirming the connection.

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Step 2: Configure Your Trigger Rules

After authenticating, you need to tell SoTrustworthy when a review request should be sent. Small service businesses generally trigger review requests when work is marked complete or paid.

In your SoTrustworthy dashboard under Settings > Integrations > HubSpot:

1. Select the Trigger Object

Choose whether you want to trigger review requests based on Deals or Tickets.

• Deals: Best for installation projects, replacement work, or sales pipelines (e.g., HVAC system installations, roofing replacements, medspa packages).
• Tickets: Best for ongoing service requests, dispatch work, or support calls (e.g., plumbing repairs, routine maintenance, emergency house calls).

2. Choose the Trigger Pipeline and Stage

Select the specific pipeline and stage that signifies job completion.

• Example for Deals: Pipeline = Sales Pipeline, Stage = Closed Won.
• Example for Tickets: Pipeline = Support Pipeline, Stage = Closed.

Whenever a deal or ticket transitions into this selected stage, HubSpot sends an immediate signal to SoTrustworthy.

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Step 3: Map Customer Contact Fields

SoTrustworthy uses customer information from HubSpot to populate personalized SMS review requests. Make sure your mapping matches where your team inputs customer data in HubSpot:

• First Name: Maps to Contact: First Name (used in SMS templates like "Hi [First Name], thanks for choosing us!").
• Last Name: Maps to Contact: Last Name.
• Phone Number: Maps to Contact: Mobile Phone Number or Contact: Phone Number.
• Email Address (Optional): Maps to Contact: Email.

Note: If a Deal or Ticket in HubSpot is closed without an associated Contact attached, SoTrustworthy cannot retrieve a phone number and will skip the request.

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Step 4: Set Delays and Throttling Rules

Sending an SMS the exact millisecond a job is marked "Closed Won" inside your CRM isn't always ideal. If a technician closes a ticket while still standing in the customer's driveway, receiving a text message instantly can feel transactional or premature.

Recommended Timing Delays

In the Automation Settings panel within SoTrustworthy, configure an intentional send delay:

• 1 to 2 Hours: Recommended for quick service jobs (plumbing repairs, carpet cleaning, maid services). This gives the customer time to inspect the work after the technician leaves.
• 24 Hours: Recommended for large projects (remodels, HVAC replacements, dental surgeries). This allows the customer to settle in and experience the completed result.

Contact Throttling Settings

To protect your business reputation and stay compliant with anti-spam standards, SoTrustworthy includes built-in review request throttling.

• Maximum Frequency: Configure SoTrustworthy to ignore triggers for the same contact if they received a review request within the last 30, 60, or 90 days.
• Why this matters: If a repeat customer has three minor plumbing repairs in two weeks, sending three review requests will cause customer fatigue and increase opt-outs.

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Compliance and Review Policy Rules

When using an automated CRM connection like HubSpot to dispatch SMS communications, you must remain compliant with both federal messaging regulations and search engine policies.

1. TCPA and A2P 10DLC SMS Compliance

Sending commercial text messages requires adherence to federal privacy laws. Ensure that your customer intake forms or service contracts explicitly state that customers may receive transaction-related text messages.

SoTrustworthy automatically handles opt-outs. If a customer replies "STOP" to an SMS review request:

• SoTrustworthy immediately unsubscribes the contact from all future SMS outreach.
• The opt-out status is logged inside your SoTrustworthy dashboard.
• Review FCC TCPA guidelines to ensure your business intake processes remain compliant.

2. No Review Gating

SoTrustworthy strict adheres to official Google review policies.

All automated workflows sent via HubSpot will direct every customer directly to your official Google Business Profile review form, regardless of whether their feedback is positive or negative. "Gating" reviews (filtering unhappy customers to a feedback form while sending happy customers to Google) violates Google’s Terms of Service and can result in the deletion of your business listing.

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Step 5: Test the Integration

Before turning on automation for your entire customer base, run a quick test to confirm that data flows cleanly from HubSpot to SoTrustworthy.

1. Open HubSpot and create a Test Contact using your personal mobile phone number.
2. Create a Test Deal or Test Ticket associated with that contact.
3. Move the Deal or Ticket into the stage you configured in Step 2 (e.g., "Closed Won").
4. Log into SoTrustworthy and navigate to Activity Log.
5. You should see the incoming webhook event listed with a status of Pending (if a delay is set) or Processed.
6. Verify that the personalized details (First Name and Mobile Number) mapped correctly.

Once verified, feel free to delete the test contact from HubSpot or move the test deal back to draft status.

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Troubleshooting Common Issues

The trigger occurred in HubSpot, but no SMS was queued in SoTrustworthy

• Missing Associated Contact: Check the Deal or Ticket in HubSpot. Is there an actual Contact record linked to it? Webhooks will fail if the deal is unassigned.
• Invalid Phone Number Format: Ensure the contact's phone number is a valid 10-digit US/Canada number. SoTrustworthy automatically formats numbers to the standard international format, but incomplete numbers will be skipped.
• Throttling Active: Check if that specific contact received a text request recently. If they fall within your active throttling window (e.g., 30 days), SoTrustworthy will suppress duplicate sends.

Disconnected Accounts

If you update admin permissions or change passwords inside your HubSpot workspace, the OAuth connection may drop. If this happens:

1. Go to Settings > Integrations > HubSpot inside SoTrustworthy.
2. Click Reconnect Account.
3. Re-authenticate your HubSpot login credentials. Your existing mapping and delay rules will remain saved.

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Next Steps

• Customize Your SMS Templates: Tailor your automated messages under Settings > Templates to match your business's voice.
• Set Up Multiple Integrations: Using Jobber for field service dispatch alongside HubSpot for marketing? Check out our guide on managing dual-CRM workflows.
• Review Activity Logs Regularly: Monitor your Activity Log weekly to track incoming triggers, delivered messages, and conversion rates.