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Integrations

Overview

Integrations connect OCC with third-party tools to sync data, automate workflows, and enhance your customer support operations. Currently, OCC supports integrations with HubSpot, Freshdesk, and CEQUENS Bots.

To access Integrations:

  1. Go to Settings from the sidebar
  2. Click Integrations

Available Integrations

HubSpot

Sync customer contact data between OCC and HubSpot CRM.

What syncs:

  • Contacts created in OCC are automatically created/updated in HubSpot
  • Contact information (name, email, phone)

Use cases:

  • Maintain a single source of truth for customer data
  • Track support interactions in your CRM
  • Segment customers based on support history
  • Trigger HubSpot workflows from OCC conversations

Freshdesk

Integrate OCC conversations with Freshdesk ticketing system.

What syncs:

  • Create Freshdesk tickets from OCC conversations
  • Sync contact information
  • Update ticket status from OCC
  • View ticket details in OCC

Use cases:

  • Escalate complex issues to your ticketing system
  • Track conversations as support tickets
  • Maintain unified customer history
  • Report on support metrics across both platforms

Setting Up HubSpot Integration

Prerequisites

Before connecting HubSpot:

  • ✅ Active HubSpot account
  • ✅ Admin access to HubSpot
  • ✅ HubSpot API key or OAuth credentials

Connection Steps

To connect HubSpot:

  1. Go to Settings → Integrations
  2. Find HubSpot in the integrations list
  3. Click "Connect"
  4. Choose authentication method:
    • OAuth (Recommended): Click "Connect with HubSpot" and log in
    • API Key: Enter your HubSpot API key
  5. Select sync settings:
    • Which contact fields to sync
    • Sync direction (OCC → HubSpot, bidirectional, etc.)
    • How to handle conflicts (OCC overwrites HubSpot or vice versa)
  6. Click "Connect"

What happens:

  • OCC and HubSpot begin syncing immediately
  • Existing OCC contacts are synced to HubSpot (initial sync)
  • Future contacts created in OCC are automatically synced

Configuring Sync Settings

Field mapping:

  • Map OCC contact fields to HubSpot properties
  • Default mappings: Name → Name, Email → Email, Phone → Phone
  • Custom mappings: Map OCC custom attributes to HubSpot custom properties

Sync frequency:

  • Real-time: Contacts sync immediately (recommended)
  • Scheduled: Sync every X minutes/hours

Conflict resolution:

  • OCC as master: OCC data overwrites HubSpot
  • HubSpot as master: HubSpot data overwrites OCC
  • Manual review: Prompt user to resolve conflicts

Testing the Integration

To verify HubSpot integration:

  1. Create a test contact in OCC (start a conversation)
  2. Wait a few seconds for sync
  3. Check HubSpot to confirm contact appears
  4. Update contact info in OCC
  5. Verify changes appear in HubSpot

Setting Up Freshdesk Integration

Prerequisites

Before connecting Freshdesk:

  • ✅ Active Freshdesk account
  • ✅ Admin access to Freshdesk
  • ✅ Freshdesk API key

Connection Steps

To connect Freshdesk:

  1. Go to Settings → Integrations
  2. Find Freshdesk in the integrations list
  3. Click "Connect"
  4. Enter your Freshdesk domain (e.g., yourcompany.freshdesk.com)
  5. Enter your Freshdesk API key (found in Freshdesk under Profile Settings → API Key)
  6. Configure sync settings:
    • When to create tickets (e.g., on conversation creation, on specific label)
    • Ticket priority mapping
    • Which OCC fields map to Freshdesk ticket fields
  7. Click "Connect"

What happens:

  • OCC conversations can now create Freshdesk tickets
  • Contact information syncs between platforms
  • Ticket updates in Freshdesk can reflect in OCC (if bidirectional sync is enabled)

Creating Tickets from Conversations

Manual ticket creation:

  1. Open a conversation in OCC
  2. Click "Create Ticket" or Freshdesk icon
  3. Ticket is created in Freshdesk with conversation details
  4. Ticket ID/link appears in OCC conversation

Automatic ticket creation (via automation):

  • Set up an automation to create Freshdesk tickets based on conditions
  • Example: Create ticket when label "Escalated" is added

Managing Integrations

Viewing Integration Status

To check integration status:

  1. Go to Settings → Integrations
  2. View list of integrations with status indicators:
    • 🟢 Connected: Integration is active
    • 🔴 Disconnected: Integration is not active

Click on an integration to view:

  • Connection details
  • Last sync time
  • Error logs (if any)
  • Sync statistics (contacts synced, tickets created, etc.)

Editing Integration Settings

To modify integration settings:

  1. Go to Settings → Integrations
  2. Click on the integration you want to edit
  3. Update:
    • Sync settings
    • Field mappings
    • Sync frequency
  4. Click Save

Changes take effect immediately.

Disconnecting Integrations

To disconnect an integration:

  1. Go to Settings → Integrations
  2. Click on the integration
  3. Click "Disconnect" or "Remove"
  4. Confirm disconnection

What happens:

  • Syncing stops immediately
  • Existing synced data remains in both systems
  • No data is deleted from either platform
  • You can reconnect at any time

Integration Best Practices

HubSpot:

  • ✅ Map all relevant contact fields for complete data sync
  • ✅ Set OCC as master if agents primarily update info in OCC
  • ✅ Monitor sync logs weekly for errors
  • ✅ Use HubSpot workflows triggered by OCC data

Freshdesk:

  • ✅ Only create tickets for conversations needing escalation
  • ✅ Use labels or automations to control ticket creation
  • ✅ Train agents on when to manually create tickets
  • ✅ Set up ticket priority mapping based on conversation urgency

General:

  • ✅ Test integrations with dummy data first
  • ✅ Document integration workflows for your team
  • ✅ Review integration logs regularly
  • ✅ Keep API keys secure and rotate them periodically
  • ✅ Disable unused integrations to reduce complexity

Troubleshooting

HubSpot: Contacts not syncing

Check:

  • ✅ Integration is Connected (green status)
  • ✅ Contact has required fields (email or phone)
  • ✅ No API rate limits exceeded in HubSpot
  • ✅ Field mappings are correct
  • ✅ Review error logs for specific issues

Try:

  • Disconnect and reconnect integration
  • Manually trigger a sync (if option available)
  • Check HubSpot API key hasn't expired

Freshdesk: Tickets not creating

Check:

  • ✅ Integration is Connected
  • ✅ Freshdesk API key is valid
  • ✅ Ticket creation trigger/automation is configured correctly
  • ✅ Required Freshdesk fields are mapped
  • ✅ No API rate limits exceeded

Try:

  • Test manual ticket creation from a conversation
  • Review error logs in OCC
  • Verify Freshdesk domain is correct

Updated 21 days ago