Prerequisites
Before you start managing your contacts, make sure you meet the following operational requirements:
Have the native integration active. (Verify it in Settings > Integrations > HubSpot).
Have an Administrator role or specific Agent permissions to access the conversation inbox.
Ensure that the integration creation and update rules are previously configured on the platform.
1. Access to the Side Panel
To view your CRM information while chatting with a user, follow this path:
Log in to Atom and go to your conversation inbox.
Select the customer conversation you want to manage.
On the right side of the screen, locate the Side Panel with customer information.
Click on the HubSpot icon to display the synchronization status and available tools.
2. Sync a New Customer
If the customer in Atom does not yet exist as a Contact in HubSpot, the interface will indicate that the profile is not synchronized. To link it:
In the corresponding field, enter or verify the customer's email address (you can leave it blank if your integration configuration allows it).
Click the + Add to HubSpot button.
💡 Tip: Always verify the spelling of the email address and customer name before forcing synchronization. This prevents the creation of duplicate records or inconsistent data in your CRM.
3. Manage a Synced Customer
Once the customer is linked to a HubSpot Contact, the Side Panel will show all their information in real time. In the main header you can edit their First and Last Name, check their phone number (make sure it complies with E.164 Format), and click the external link icon to open their file directly in your HubSpot portal.
Next, use the 6 operational tabs to manage your CRM objects bidirectionally:
Management Tabs
📝 About this contact: View and edit mapped fields. You can update the Email, change the Lifecycle Stage from the dropdown menu, view the Owner in HubSpot, and edit any custom properties previously configured.
📋 Lists: Use the dropdown selector to quickly assign this customer to one or several segmentation lists already existing in your HubSpot.
🏢 Companies: Click Add to create a new company from scratch or search for an existing one to link it. From the company card you can set it as primary, view it in the CRM, or unlink it.
🤝 Deals: Create a new deal or associate an active one. Within the card of each listed deal, use the dropdown menu to change the stage in real time, without leaving Atom.
🎫 Tickets: Create a new support ticket or link an existing one. Use the selector on the ticket card to modify its status instantly or access it directly in HubSpot.
🗒️ Notes: Write internal follow-up notes. Any note created from this panel will be automatically recorded in the contact's timeline in HubSpot, and vice versa.
⚠️ Important: If you draft a new note and it does not appear instantly in the tab, click the Refresh button within the panel to force data reload via API.
By centralizing management from the Side Panel, you eliminate the friction of switching between platforms and keep your database updated every second. Empower your team to close more deals and resolve support cases with all the context at hand! ✅