HubSpot AI Agent: Tickets from Calls, Chat and Email
Wiredesk answers your phone line, website chat, email and WhatsApp from your own content. When a customer needs your team, it opens a HubSpot ticket in your default pipeline's first stage with its summary and the full transcript, and links it to the customer's contact, found by email address or created, so it shows on the timeline your team already works from. You connect it with a HubSpot private app token.
What it does
Every ticket carries: The agent's summary of what the customer needs, who they are (name, email address and phone number, whichever it has), the channel it came in on, a link back to the conversation in Wiredesk, and the whole transcript with every line marked Customer, AI agent or Team.
By default it opens one when the customer asks for a person or wants to complain, or when it can't answer from your content, and it checks with them first unless they asked. You can replace that rule with your own, in plain words. Before it opens anything it finds out what actually went wrong, one question at a time, so the ticket never says the problem is unknown. The agent then gives the customer the ticket number and says the team will reply, without promising a time. In the chat widget a card under that reply shows the number and the summary.
The ticket goes into your default pipeline at its first stage. When the agent has the customer's email address, it finds their HubSpot contact by that address, or creates one, and associates the ticket with it.
Linking the contact is best effort: if the token can't reach contacts, the ticket still opens, just without the link, rather than failing the handover.
How to connect HubSpot
- In HubSpot, go to Settings → Integrations → Private apps and create one with the tickets, crm.objects.contacts.read and crm.objects.contacts.write scopes.
- In Wiredesk, open the agent's Actions › Connections, click Connect on HubSpot and paste the token. Wiredesk checks it can reach tickets before saving it.
- Add a Helpdesk ticket action to the agent and pick HubSpot.
What happens on each channel
The same agent answers every channel from the same knowledge.
Website chat
The agent answers from your knowledge. When the customer needs a person it asks what went wrong, then for an email address unless it already has one, and opens the ticket with the summary and transcript. The customer sees the ticket number in the chat.
Phone
On a call the number they rang from is enough: an email address is optional, and the ticket carries the caller's number. Without an email address there is no contact to link, so the ticket opens unlinked.
The customer's address is already known from the thread, so the agent opens the ticket without asking for it again.
An action that runs in chat runs on WhatsApp too. The agent asks for an email address, because that is where your team replies, and the ticket names WhatsApp as the channel.
What it doesn't do
- It is not a two-way sync. The agent opens the ticket and keeps its number and a link to it; it doesn't read your HubSpot queue, and what your team writes in HubSpot doesn't come back into Wiredesk.
- It opens tickets. It doesn't update, assign or close one afterwards.
- HubSpot tickets from Wiredesk aren't tagged.
- If HubSpot turns the ticket down, or doesn't answer within 8 seconds on a call (15 in writing), the agent offers to take a message instead and the connection's card shows HubSpot's reason.
- It always uses the default pipeline. Choosing another pipeline or stage isn't an option.
- It doesn't read or update other HubSpot records: the contact lookup is only to link the ticket.
Set it up
Questions about Wiredesk and HubSpot
Yes, when the agent has their email address: it finds the contact by that address, or creates one, and associates the ticket with it. Without an email the ticket opens unlinked.