Salesforce

Salesforce Integration | Frequently Asked Questions

Last updated: January 29, 2019

Applies to:

Marketing Hub Professional, Enterprise
Sales Hub Professional, Enterprise
Service Hub Professional, Enterprise

Find answers and general information quickly about the HubSpot-Salesforce integration.

For quick answers about version 3.0 of the connector package, refer to this article: HubSpot-Salesforce Connector Package v3.0 | Frequently Asked Questions.

Installation

Sync

Salesforce owners

 

Does the HubSpot-Salesforce integration support Salesforce Government Cloud?

Yes, the HubSpot-Salesforce integration supports and can connect to Salesforce Government Cloud.

 

Does the HubSpot-Salesforce integration support Salesforce Group Edition?

No, the HubSpot-Salesforce integration does not support Salesforce Group Edition. The integration supports Salesforce editions with API access and Salesforce Professional.

 

Can I integrate multiple HubSpot accounts with one Salesforce environment?

If your HubSpot-Salesforce connector is version 2.60 or above, you can integrate two HubSpot accounts with one Salesforce environment. If you already have one HubSpot account integrated with your Salesforce environment, you can take the same steps to install the Salesforce integration in your second HubSpot account.

Please note: for the Creating contacts in HubSpot setting for Salesforce leads and contacts, it's recommended to select Don't automatically create HubSpot contacts. If either of the other options are selected, contacts or leads created in Salesforce in one HubSpot account may be created in the other HubSpot account.

 

Which HubSpot contacts will sync to Salesforce?

All HubSpot contacts will sync to Salesforce by default. However, if you create an inclusion list in HubSpot, only contacts that meet the criteria of your inclusion list will sync to Salesforce.

On June 22, 2017, default inclusion lists were created for all Salesforce-integrated HubSpot accounts which did not have an inclusion list. The list is named Salesforce inclusion list (default), and includes all contacts, except those with a Lifecycle stage of Subscriber. HubSpot accounts created or integrated with Salesforce after June 22, 2017 will not have an inclusion list by default, and all contacts will sync to Salesforce.

 

Can Salesforce person accounts sync to HubSpot?

Yes, it is possible to sync person accounts in Salesforce to HubSpot. Unlike business accounts, person accounts cannot have associated contacts in Salesforce. Instead, they use a specific record type ID to store both an account and contact on the same layout.

When a person account is created, Salesforce also creates a contact in the background. While the contact is not directly visible in Salesforce, HubSpot creates a unique company and contact record when person accounts are enabled (if Salesforce is set to create contacts in HubSpot and account sync is enabled).

HubSpot cannot create person accounts in Salesforce when new contacts are created in HubSpot. If HubSpot is set to create new leads in Salesforce when new contacts are created in HubSpot, the new lead can be converted into a person account in Salesforce as long as it has no value for the Company field. Leads that have a value in the Company field are converted to business accounts.

 

Why are HubSpot activities creating duplicate Salesforce tasks?

Every time a contact opens or clicks a marketing email sent from your HubSpot account, HubSpot deduplicates each type of activity on the object record timeline. If you have set up these email activities to sync to Salesforce, the corresponding Salesforce tasks are created via HubSpot's Email Events API, which does not deduplicate activities.

  • If a contact opens or clicks a marketing email multiple times, multiple Salesforce tasks will be created.
  • If a contact forwards a marketing email to another recipient, any subsequent email opens and clicks will be attributed to the original contact, and more Salesforce tasks will be created.

 

Why doesn't the Lifecycle stage property appear in Salesforce?

Lifecycle stage is a default HubSpot contact property that does not exist in Salesforce. To sync lifecycle stage data to Salesforce, create a custom field in Salesforce, then create a field mapping in HubSpot.

 

Does email opt-out status sync between HubSpot and Salesforce?

Yes. When the HubSpot-Salesforce integration is installed, a standard field mapping is automatically created that syncs the HubSpot contact property Opted out of all email and the Salesforce lead/contact field Email Opt Out. This field mapping cannot be modified or deleted in compliance with CAN-SPAM laws.

  • When a contact is opted out of email communication in your HubSpot account, or the Email Opt Out checkbox is selected on their Salesforce lead or contact record, the other system will be updated.
  • If a contact is already opted out of email communication in your HubSpot account, clearing the Email Opt Out checkbox on their Salesforce lead or contact record will not resubscribe them to email communication. They must take action themselves in order to receive marketing emails sent from your HubSpot account again.
  • If a contact is not currently syncing between HubSpot and Salesforce (e.g., they are not in your Salesforce inclusion list, if there is one set up), the email opt-out status will not pass from either system until the first time the contact syncs.

 

Will Closed/Won opportunities on Salesforce accounts convert HubSpot contacts to customers?

If you have set up Salesforce accounts to sync to HubSpot and 

With the HubSpot Account Sync enabled, Salesforce integrated HubSpot users' default settings can be adjusted so that all contacts connected to one Salesforce Account will have the same Lifecycle Stage.

To find this setting:

  • Navigate in HubSpot Marketing to Contacts > Contacts Settings. Select Contacts & Companies from the left-side menu.
  • Scroll to the Companies section and turn the toggle ON beside Lifecycle stage sync in order to sync the company lifecycle stage to contacts.
lifecycle-stage-sync.png

With Automatic Lifecycle Stage Transitions enabled, when a contact in Salesforce is attached to a Salesforce Opportunity, it will change the Lifecycle Stage of the contact in HubSpot to Opportunity. If a Salesforce Opportunity is then marked as Closed/Won, the contact's Lifecycle Stage will be changed to Customer.

Please note that in order for the Automatic Lifecycle Stage Transitions to work, at least one Contact in the Salesforce Account must be attached to the Contact Roles related list of the Salesforce Opportunity. An Opportunity in Salesforce with an Account attached, but no contacts, will have no effect in HubSpot. Read more about Automatic Lifecycle Stage Transitions here.

 

How does HubSpot identify Salesforce owners?

HubSpot identifies Salesforce Standard, PowerPartner, Guest, and Queue users as Salesforce owners when:

  1. They are imported into HubSpot from Salesforce.
  2. The Salesforce user owns a lead, contact, account, or opportunity record that syncs to HubSpot.

 

How does Salesforce owner information sync to HubSpot?

By default, the Owner ID field on a Salesforce lead, contact, account, or opportunity record will sync to the HubSpot Contact/company/deal owner property.

Any Salesforce owner can sync to HubSpot, but only owners in HubSpot that match an active Salesforce user's name and email address will sync to Salesforce. If HubSpot attempts to sync an owner that doesn't exist in Salesforce, the Owner ID field will reset to the last value from Salesforce.

Learn more about how Salesforce owners are assigned to HubSpot contacts, companies, or deals that sync to Salesforce.