HubSpot FAQs

Key topics: 

General FAQs 

Sync FAQs

Dealer Process FAQs

General FAQs

• How do I add a contact to HubSpot? 
  • Fill out the internal contact form and a contact record will be created and associate with the company 
  • Add a Contact Here!
• My Contact has a Mobile Number and an Office Number
  • On the Contact form linked above there is a Phone Number field - this is for the Contacts Personal Number
  • There is also an Office Phone Number field, where you can store that company phone number as well

• I have an Updated Company Phone Number, what do I do?
  • This will need to be updated in NetSuite if the account is connected to HubSpot (customer) 
  • If it's a lead account not connected to NetSuite, reach out to Super Admin for this update
• Why didn't my quote make it to order processing? 
  • Did you use the correct comments to buyer, purchase terms, etc.? 
  • Make sure you have followed these steps
• Why does the Quote in NetSuite have double items compared to the HubSpot quote?
  • This is because the quote was recalled and edited. You must Clone the quote. DO NOT recall and edit. 
• The address on my company record is not the correct shipping address? 
  • This is because the billing address is being synced over to NS. When building a quote please include the proper ship to address.
• How can I update one thing on a contact record, for example; a phone number?
  
  • Submit the internal contact form with the contacts information and updated phone number and the contact record will update, not create a new one!
    • A task will then be issued to operations to update the contact in NetSuite
  • Find the internal contact form here 
• Why is there extra data on my HubSpot record that has nothing to do with this company record? 
  
  • HubSpot will associate contacts with companies that have the same domain but if the company domain is inaccurate, you will see incorrect contacts associated
  • As these situations arise, please reach out to your HubSpot Specialist to cleanup the record
• Why does my quote URL not work anymore? 
  
  • If you're quote has expired, so has the link.
• Will my quote link still work if it's forwarded to someone else?
  
  • Yes, as long as the quote hasn't expired

• Can I create a new quote under an opportunity that was already processed and marked "Closed Won"
  
  • No, the deal has to be created from scratch, if you clone a quote from a closed deal it will not sync to NetSuite
• Why am I seeing a window when I go to publish my quote that says it will take up to 15 minutes to publish?
  
  
  • The quotes are still available within a minute of closing that window  
  • If quotes are publishing within that 15 minute window, the system is working as it should be 
    • If it is taking longer than 15 minutes, please reach out to your CRM Specialist
  • You can then go and copy the quote link
  • You can also email the quote straight from the deal record you are working on and you will be able to pull in the quotes located under the deal record
• Why does my meeting link show "uberconference"?
  
  • Uberconference joined with Dialpad, which is what gives us Dialpad Meetings
  • This link will take you to your Dialpad meeting link 
• Why am I getting an update notice at the top of my dashboard page when I log into my HS page?
  • If you have your dashboard bookmarked on your desktop, you will have to copy the new URL, as they just released new filters, and save that new URL as your bookmark

• I have a lead account that is not connected to NetSuite, can I get this connected?
  
  • Until the lead becomes a customer in NS, it will remain disconnected.
  • Once they fill an application out and become a customer the company record will connect
• My Contact wasn't sent a Marketing Email due to: "Recipient suppressed due to low engagement"
  
  • If said contact should be receiving the marketing email (OB, system design, etc.)
  • Admin should check the Sending Settings of the Marketing Email
  • Uncheck the box "Don't send to low engaged contacts" if it's checked. This will prevent this issue from occurring

Sync FAQs

• My New Dealer Account is not connected to NetSuite?
  • Reach out to CRM Specialist to get the account connected
  • If CRM Specialist is OOO, reach out to Sales Ops/Lugo to get this connected
• Why hasn't my deal/quote synced to NetSuite?
  • Did you put the right snippets in?
  • Any inactive line items?
  • Is the Account connected to NetSuite?
  • Does the Deal have Green Check Marks in the NetSuite Company link Property?
• If a contact is removed from a NetSuite account, how long does it take to sync to HubSpot?
  • Will the association be removed in HubSpot? 
    • The association will not automatically remove, The integration logic does support an association change.
    • If we change "John Doe" contact's association from "ABC Company" to "XYZ Company", it should update in HubSpot to XYZ Company
  • Will it continue to try to associate because the domain is the same? 
    • Hubspot has it's own automatic association mechanism.  It keeps all users with a given domain name tied to the same account automatically.
    • In the John Doe example above, it would add a new association for XYZ company but still keep the automatic ABC Company association
  • Would we delete the contact?
    • The integration does not support a delete operation
    • We should not delete contacts from NetSuite
    • For the sake of data integrity we should not delete contacts, but just manage their associations and access correctly
• Stock up product issues?
  • Any issues regarding this send in Marketing group
    • Sammy and Richard deal with this, add badge to NetSuite products then sync to HubSpot products and labels promo or not
• When a contact is created in NetSuite, how long does it take for that contact to be created in HubSpot? 
  • The NetSuite Contact to HubSpot Contacts data flow scheduled to run at 12:05 AM Arizona time, every night. 
• When an email address, phone number, or name is update in NetSuite, how long does it take to sync to HubSpot contact record
  • The NetSuite Contact to HubSpot Contacts data flow scheduled to run at 12:05 AM Arizona time, every night.
• When a SKU is made active in NetSuite, how long does it take for the product to be active in HubSpot?
  • This sync will occur overnight and in the morning it will be active in HS 

Dealer Process FAQs

• How long does it take for a new dealer record to change lead status, copy sales executives to contact owner, dealer owner, etc.? 
  • There is a 5 minute delay in order for Hubspot to catch up in the background
• When an app is approved for an existing account, will it automatically connect?
  • Yes
  • There may be some odd situations
    • Ex: Associated with a company record that is not connected to NS, I had to merge with the proper Company Record and then all was well
• How long does it take for an applicant to go through the full workflow process, including welcome email and onboarding? 
  
  • About 7-8 minutes total
• What happens when an applicant responds to an automated accepted/denied email?
  
  • Anytime an applicant replies to an accepted/denied automated email it will be forwarded to the sales@icrealtime.com inbox and will be taken care of from there