HubSpot Ownership settings in Rasayel allow you to seamlessly assign new conversations to the appropriate owner in HubSpot. You can tailor these assignments using a comprehensive set of options, ensuring each conversation is directed to the right person based on your specific criteria.
Modify the Ownership settings
1- Head over to the settings in your Rasayel workspace
2- Go to the Integrations settings page
3- Choose your connected HubSpot Integration
4- Expand the Ownership Conversation Assignment section and edit the settings according to the desired behavior
Walkthrough
Understanding Ownership settings
This set of settings allow you to set the conversation assignee for newly opened conversations to the corresponding HubSpot owner based on the contact reaching out.
This behavior is granularly modifiable based on the context of the conversation.
The settings are broken down to
- Inbound
- Outbound
Inbound
This allows you to set the assignee for any new conversation based on an Inbound message coming in to your WhatsApp channel.
E.g A new customer reaches out and starts a conversation or an existing customer re-engaging after the conversation was marked as solved.
You can choose to trigger the assignment in one/each of the following cases
- When the newly opened conversation gets controlled by a bot
- Whenever the conversation is opened and a bot takes control of the conversation, the assignment will kick in and assign the owner on HubSpot for the contact matched on Rasayel
- When the newly opened conversation isn’t controlled by a bot
- Whenever the conversation is opened and a bot doesn’t take control of the conversation
Outbound
This allows you to set the assignee for any new conversation based on an Outbound message sent from your WhatsApp channel to reach out to a contact.
You can choose to trigger the assignment when an outbound message is sent from any of the following
- Rasayel’s Inbox
- Whenever a conversation is initiated from inside the Rasayel app.
- Sequence
- When a conversation gets created from a sequence
- API or Zapier
- When a conversation gets created using our API or Zapier
- Simple Campaigns
- When a conversation gets created as a result of normal campaign
- Proactive Bot Campaigns
- When a conversation gets created as a result of proactive bot campaign
- HubSpot Workflow
- When a conversation gets created as a result of a message sent using HubSpot Workflows
- HubSpot Card
- When a conversation gets created as a result of a message sent using HubSpot Card
Specifying the Desired Owner
You can choose the desired owner using one of the following ways
- Choosing an Owner of a specific Entity associated with the Contact
- Based on your custom logic, implemented via a self-created web endpoint.
Default Owner Entity
You can select the owner of either the Contact itself or the owner of the Deal or Company associated with the matched contact.
Custom Ownership Logic
To use a custom ownership logic, you’ll need a published endpoint that encapsulates the logic and achieves the following
- Accepts a GET request with the HubSpot Contact ID provided as a query parameter and uses Bearer Authentication using the API key provided.
curl --location 'https://your-own-endpoint?contactId=1' \
--header 'Authorization: Bearer {{api_key}}'- Returns a JSON response that contains the desired Owner’s email similar to the following structure
{
"owner_email": "ahmed.hesham@rasayel.io"
}We’ll then match the owner specified with an Agent in your Rasayel workspace and assign the conversation to.
Failing to match the specified owner in Rasayel will result in the conversation being assigned to the Fallback Owner specified in your HubSpot’s settings.
