FAQs
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      2. FAQs

      HubSpot FAQs

      Provide answers to frequently asked questions regarding different processes and topics within HubSpot

      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? 
      • 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?
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        • 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