Customer Intelligence
CRM connectors
Connect HubSpot, Salesforce or Zoho CRM and Flowgrid matches the people on your website to the contacts in your CRM, shows your team what they did, and writes their engagement back onto the record.
Overview
When a visitor types their email into a form on your website, Flowgrid picks it up as they type, even if they never press submit (see Passive Identity). With a CRM connected, Flowgrid then:
- matches that email to the contact already in your CRM;
- shows the visit history, pages and engagement on the contact in Customer Intelligence;
- writes an engagement score, intent and last-seen time onto the CRM contact;
- lets the Flowgrid agent flag who is hot or going cold and suggest follow-ups.
What matching needs
Flowgrid matches people by the email they typed. It does not look up companies from IP addresses, so a visitor who never typed anything stays anonymous.
Connect your CRM
Open your website's settings in the dashboard and choose CRM Connectors. Where a CRM shows a Connect button, click it and sign in to your CRM; that is all. Otherwise click Configure and paste a key, following the steps for your CRM below. Then click Test connection.
HubSpot
- In HubSpot, open Development, then Keys, then Service keys. Some accounts show it under Settings, then Integrations, then Service Keys.
- Click Create service key, name it Flowgrid and tick every scope below.
- Copy the key and paste it here.
crm.objects.contacts.readcrm.objects.contacts.writecrm.objects.deals.readcrm.objects.companies.readcrm.schemas.contacts.readcrm.schemas.contacts.writecrm.schemas.deals.readcrm.schemas.companies.readService keys only show for users with the Developer tools access permission or Super Admin. A legacy private app token with the same scopes also works.
Salesforce
- In Salesforce Setup, open App Manager and create a Connected App with OAuth turned on.
- Give it the scopes below, authorize it and copy the access token.
- Paste the token and your org's instance URL, for example https://yourorg.my.salesforce.com.
apirefresh_tokenZoho CRM
- Open the Zoho API console and create a Self Client.
- Generate a code with the scopes below and exchange it for an access token.
- Paste the token. If your Zoho account is not on the US data centre, set the API base URL, for example https://www.zohoapis.eu.
ZohoCRM.modules.ALLZohoCRM.org.READZohoCRM.settings.fields.READA Self Client access token expires after an hour. Connect with the Zoho CRM button for a connection that stays on.
Engagement fields
Flowgrid writes engagement onto three contact fields. Your CRM needs them before anything can be written. Once your CRM is connected, CRM Connectors lists each field and whether it exists yet.
HubSpot adds them for you
With HubSpot, click Add missing fields under the connection and Flowgrid creates all three. The key needs the crm.schemas.contacts.write scope.
HubSpot
| Label | API name | Type |
|---|---|---|
| Flowgrid Engagement Score | flowgrid_engagement_score | Number |
| Flowgrid Intent | flowgrid_intent | Text |
| Flowgrid Last Seen | flowgrid_last_seen | Text |
Salesforce
| Label | API name | Type |
|---|---|---|
| Flowgrid Engagement Score | Flowgrid_Engagement_Score__c | Number |
| Flowgrid Intent | Flowgrid_Intent__c | Text |
| Flowgrid Last Seen | Flowgrid_Last_Seen__c | Text |
- Open Setup, then Object Manager, then Contact.
- Open Fields & Relationships and click New.
- Use the label below. Pick Number (3 digits, 1 decimal place) for the score and Text (255) for the others.
Zoho CRM
| Label | API name | Type |
|---|---|---|
| Flowgrid Engagement Score | Flowgrid_Engagement_Score | Number |
| Flowgrid Intent | Flowgrid_Intent | Text |
| Flowgrid Last Seen | Flowgrid_Last_Seen | Text |
- Open Setup, then Customization, then Modules and Fields, then Contacts.
- Open the layout, drag in a field and give it the label below.
- Use Decimal for the score and Single Line for the others. Zoho turns the label into the API name.
Added a field by hand? Click Check again in CRM Connectors to confirm Flowgrid can see it.
Getting contacts in
There are two ways a visitor ends up on a CRM contact:
- They are already in your CRM. Flowgrid matches them by email the next time they type it on your website.
- They are new. Open Customer Intelligence, find the visitor and click Add to CRM. Flowgrid creates the contact (a lead in Salesforce and Zoho) and links the visitor to it. Pressing it twice links to the same contact rather than making a duplicate.
What Flowgrid writes
- The three engagement fields, on contacts Flowgrid has matched.
- New contacts or leads, only when someone on your team clicks Add to CRM.
- Engagement notes and follow-up tasks proposed by the Flowgrid agent, only after an approver on your team says yes.
Flowgrid never changes a contact's lifecycle stage or lead status, never assigns an owner and never deletes anything. When the agent thinks a stage should change, it tells you why and links to the record so a person makes the change.
Any other CRM
Use the Generic webhook connector and Flowgrid sends signed JSON to an endpoint you choose, which you can pass on to any CRM.
- Enter the URL Flowgrid should send engagement to.
- Choose a signing secret. Flowgrid signs every request with it in the X-Flowgrid-Signature header (HMAC SHA-256).
- Check the signature on your endpoint, then pass the data on to your CRM.
Troubleshooting
I can't find Service keys in HubSpot
Look under Developmentin HubSpot's main navigation, not in the App Marketplace. You need the Developer tools access permission or Super Admin to see it. HubSpot no longer lets you create new private apps, but an existing private app token with the scopes above still works.
Test connection fails
The key has expired or is missing a scope. Make a new key with every scope listed for your CRM, then click Configure again to replace it. Zoho accounts outside the US also need the API base URL for their data centre.
The fields show "Not checked"
Flowgrid couldn't read your CRM's contact fields. For HubSpot, add the crm.schemas.contacts.read scope. For Zoho, reconnect so the new field permission is granted.