Chat History in HubSpot as Notes
Conversations started with your customers can now create a unique Note for them on their HubSpot contact. This gives your sales and support teams the full chat history right inside HubSpot, without switching tools.
How it works
- When a new conversation starts, whether from a campaign or from the agent, one Note is created for that ongoing conversation.
- The Note is updated as the conversation continues, on both the customer’s side and the agent’s or AI’s side.
- If the customer already has an open ongoing conversation, a new Note is not created. The existing Note keeps being updated instead.
This applies to any conversation that has a matching HubSpot contact, regardless of whether it started from a campaign, an inbound message, or the AI agent.
Frequently asked questions
Does every message create a new Note?
Does every message create a new Note?
No. All the messages of the same ongoing conversation are recorded in a single Note, which keeps getting updated as the conversation moves forward.
What happens when the conversation closes and a new one starts?
What happens when the conversation closes and a new one starts?
Once the ongoing conversation ends, the next conversation with that customer creates a new Note.
Do I need to configure anything to enable this?
Do I need to configure anything to enable this?
No. This works automatically for any account with the HubSpot integration connected.