HubSpot integration FAQ

To have access to CRM cards within HubSpot, you must be on the latest version of Lucky Orange.

In this article:

Note: When connecting Lucky Orange with HubSpot, make sure the email address used with your HubSpot account matches the email address used by your Lucky Orange account owner.  The account owner is the person who created the Lucky Orange account. To determine who is the owner of your Lucky Orange account, click on Settings from the left navigation. Members, which will open by default, will show a list of roles and access including the owner. Click here to learn how to transfer Lucky Orange ownership. Once the integration is established, there are no role restrictions within Lucky Orange that impact access the HubSpot sidebar and CRM cards. 


How is Lucky Orange data displayed within the HubSpot contact timeline and sidebar? 

Note: Make sure you are using a HubSpot form to pass in user data. If you’re using a non-HubSpot form, you’ll need to pass in custom user data. If critical user information, such as  their email address, isn’t captured by HubSpot, it has a domino effect in that it doesn’t allow Lucky Orange to pass in any data for that customer. Click here to learn more. Lucky Orange information is included in two areas: The timeline and the sidebar.

In the Contact timeline, you’ll see:

  • Events that you have pre-selected to pass in 
  • Visitornpath through the detailed page view drop-down. Click on the web page name to open the webpage in a separate tab.

Tip: Make sure you have the Lucky Orange integration enabled. Click on “Filter activity” located near the top of the timeline to include the integration. 

In the sidebar, you’ll see:

  • Heatmaps: See the last 3 Heatmaps visited over the past 7 days. Click the View All Heatmaps button to open your Most Active Pages to review how visitors engage with these pages. This opens in an embedded pop-up.
  • Surveys: See the last 3 Surveys the contact engaged with over the last 7 days. Click Actions to open that specific Survey’s summary and results. You can also use the View All Surveys button to open a list of all of your Surveys. Both actions open in an embedded pop-up.
  • Session Recordings: See the last 3 Sessions of the contact interacting with your website over the last 7 days. Click Actions to open that specific Session Recording or use View All Sessions to see all of your Visitors. Both actions open in an embedded pop-up.
  • Chat Logs: See the last 3 Chat logs a team member had with the contact over the last 7 days. This will include both the contact and team member responses. Click Actions to select View Chat. This will open that Chat conversation within an embedded pop-up. 

What Events can I pass through to HubSpot? 

You can pass in the Events that you want to show on the contact’s timeline within HubSpot. There is no limit to the number of Events you can send, and you can send all types of Events including

To pass in your selected Events:

  1. From Lucky Orange, navigate to Settings from the left navigation
  2. Click on Integrations
  3. Select HubSpot
  4. Under “Send Lucky Orange Events to HubSpot,” click on the dropdown
  5. Select Events from the list one at a time  

Why is nothing from Lucky Orange showing on the HubSpot timeline?

Once your connection between Lucky Orange and HubSpot is enabled, the visitor’s Session Recordings, Surveys, Chat logs and your selected Events (if triggered) pass into their contact timeline and sidebar within HubSpot. If it’s not pulling through, it’s likely that you’re using a non-HubSpot form to pass contact information into HubSpot.

When the critical user information, such as an email address and name, aren’t captured by HubSpot in a HubSpot form, it doesn’t allow Lucky Orange to pass in any data for a customer. 

The easiest solution is to switch to a HubSpot form. However, for those Lucky Orange users who would like to continue to use a non-HubSpot form, you can pass in custom user data. Click here for specific instructions.


Why does it say that my Session Recording is removed or no longer available? 

From a contact’s timeline within HubSpot, you can open a Session Recording to view what happened during the contact’s visit. Typically, this will open directly to the recording. However, you may receive this message: 

This message can occur for one of three reasons:

  1. The Session Recording was captured after the data storage timeframe. By default, all Lucky Orange users receive either 30 or 60 days of data storage depending on your Lucky Orange plan. You can extend data storage at any time. Click here to learn more.
  2. The Session Recording has been deleted. Unfortunately, the Session Recording won’t be able to be recovered once it has been deleted. 
  3. You’re opening a Session Recording for an account while signed into a different account. To switch accounts:
    1. Log into Lucky Orange
    2. Click the dropdown in the upper left corner 
    3. Select the account from the list. Make sure that it matches the account you use with HubSpot. 

Back in HubSpot, you can click on the contact’s Session Recording and it will open in pop-up from the contact’s timeline. 

How do I change the HubSpot account that is connected to Lucky Orange? 

If you want to change the HubSpot account that is connected with Lucky Orange, first you need to disconnect the integration: 

  1. Navigate to Settings from the left navigation
  2. Click on Integrations
  3. Select HubSpot
  4. Click on the blue Connected toggle 

You will be shown a light blue banner at the top of the page to confirm that the integration has been disconnected.

Next, reconnect the integration. 

  1. Log into your HubSpot account; being logged in will help during the connection process. 
  2. From Lucky Orange, navigate to Settings from the left navigation
  3. Click on Integrations
  4. Select HubSpot
  5. Click the Connect toggle
  6. In the popup, click on the HubSpot account you want to connect
  7. Select the orange Choose Account button

Note: Because you’ve already accepted the app permissions, there will be no other prompts.

Click here to read more about how to integrate Lucky Orange with HubSpot.

Why can’t I enable any of the settings for the HubSpot integration? 

If your mouse cursor turns into a red circle with a line through it when you hover over the settings for the integration, there are a few possible reasons: