--- updatedAt: 2026-01-18T07:27:37.000Z agentTools: projectIndex: https://developer.cequens.com/llms.txt --- # 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