FAQ: Why isn’t my HubSpot integration working with Lucky Orange?

Note: 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.

Situation: You’ve connected your Lucky Orange account with HubSpot, but nothing is passing through into your contact timelines. We’ll explain what happened in this help doc and how you can fix it. 

It all comes down to how you pass in user data. 

Most HubSpot users utilize a HubSpot form to capture and then pass user data, such as an email address or name, into the CMS. Lucky Orange then in turn connects that user with your Lucky Orange account and passes the selected Events, Chat logs and Session Recordings directly onto the Contact’s timeline. 

When this doesn’t work, it typically means that you aren’t passing in user data from a HubSpot form. As a result, that critical user information isn’t being captured by HubSpot which has a domino effect in that it doesn’t then allow Lucky Orange to pass in any data for the customer. 

There are two options to help you out:

1. Use a HubSpot form. This is the fastest and easiest method to resolve this issue. 
2. Pass in custom user data within Lucky Orange if you use a non-HubSpot form. Click here to learn more about custom user data and here to link your users to Visitor Profiles in Lucky Orange. Make sure you’re passing in at least the customer email address. 

These changes aren’t backdated and will only apply to future visitors once the changes are implemented.

Still running into issues? Reach out to our support team for further assistance.