🔄 1. Contact Creation: From Atom to HubSpot
When a customer writes to you for the first time through WhatsApp, Atom does not send the information to HubSpot immediately to avoid saturating your CRM with irrelevant chats. The sending occurs under specific conditions.
🎯 Send Triggers
The customer will be sent and created in HubSpot only when one of these two actions occurs:
The user goes through HubSpot components within FlowBuilder (Create Contact, Create Deal, Change Lifecycle Stage).
The conversation is assigned to a human advisor (the assignment triggers the linking automatically).
🔍 Duplicate Management
Before creating anything, Atom checks if the phone number already exists in your HubSpot to keep things organized:
If it doesn't exist: Atom creates a completely new contact and links it.
If only one exists: Atom does not create a new one; it simply links the Atom customer with that existing HubSpot contact and updates their information.
If multiple exist (Conflict): The system stops. A "Conflict" alert will be generated and the advisor must manually select in the Atom inbox which of the HubSpot contacts they want to unify it with.
⚠️ Important mapping rule: Only information from fields (properties) that have been previously configured in your integration will be shared. If a data point is not "mapped" in the settings, it will not travel from Atom to HubSpot or vice versa.
🔁 2. Linked Contact Updates
Once the contact is already linked between both platforms through the first connection, the information stays live and synchronized in real time under the following rules:
Source of Change | Automatic Synchronization Process |
Changes in HubSpot | HubSpot notifies Atom of the change. Atom validates that the format is correct (e.g., that a numeric field does not receive letters). If everything is in order, Atom updates the customer's profile; if it's invalid, it ignores the change to protect the database. |
Changes in Atom | Whether by manual editing of an advisor or by FlowBuilder capture, Atom verifies that there are no duplicate conflicts and sends the new value. HubSpot updates its properties immediately. |
📥 3. Contact Creation: From HubSpot to Atom
If your sales team creates a contact directly from the HubSpot CRM, the integration flows in the opposite direction to prepare the ground:
Initial notice: HubSpot informs Atom that a new contact was created.
Number validation: Atom searches in its own database if someone with that phone number already exists.
If it already exists in Atom: The system simply links them and updates the profile with the fresh information coming from HubSpot (this is very common with contacts you had before turning on the integration).
If it doesn't exist in Atom: Atom creates it from scratch on its platform and leaves it linked, ready for when that customer writes or a campaign is sent to them.
🕰️ 4. Old Contacts (Pre-existing)
It is vital to understand that when connecting Atom with HubSpot for the first time, your entire historical database will not be imported in bulk to avoid overloads. Synchronization is progressive:
Active Contacts: Atom will only bring to its platform HubSpot contacts created after the connection, or old contacts that undergo some editing or change in their mapped properties from today onwards.
Inactive Contacts: If you have customers in HubSpot that have not had any updates since you activated the integration, Atom will consider them at rest. They will not appear on your messaging platform until their information changes in the CRM or until the customer decides to write to you.
Your platforms now speak the same language! 🚀
By understanding how data travels between Atom and HubSpot, you ensure that your sales and support team always have the correct context. Make sure to map your properties well and let synchronization work for you. ✅