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Automate Email Support in HubSpot Using Solve Email

Integrate Forethought with HubSpot to automate email replies to support tickets. This guide walks you through setting up a private app, configuring scopes and webhooks, creating custom fields in your HubSpot instance, and mapping context variables to workflows in the Forethought dashboard.

When to Use This Feature

Use this integration when:

  • You use HubSpot as your help desk platform
  • You want to automate email replies using Forethought’s AI
  • You need to tag and track feedback from automated workflows
  • You’re building Solve workflows for email in Forethought’s Workflow Builder

Why It Matters

Automate Support at Scale

Reduce manual email handling and resolve customer questions faster with AI-powered responses.

Capture Structured Data

Tag tickets with status and feedback to enable rich reporting and downstream workflows.

Personalize Your Workflows

Use ticket metadata and user details to craft tailored responses that feel human.

Improve Feedback & Deflection

Track if emails were effective and if users were deflected to other channels like chat.

How It Works (Step-by-Step)

Step 1: Set Up a Private App in HubSpot

  1. Go to Settings > Integrations > Private Apps in HubSpot.
  2. Click Create a Private App > Scopes.
  3. Add the following scopes:
cms.knowledge_base.articles.publish
cms.knowledge_base.articles.read
cms.knowledge_base.articles.write
cms.knowledge_base.settings.read
cms.knowledge_base.settings.write
collector.graphql_query.execute
collector.graphql_schema.read
content
conversations.read
conversations.write
crm.objects.contacts.highly_sensitive.read
crm.objects.contacts.highly_sensitive.write
crm.objects.contacts.read
crm.objects.contacts.sensitive.read
crm.objects.contacts.sensitive.write
crm.objects.contacts.write
crm.objects.owners.read
crm.objects.users.read
crm.schemas.contacts.read
sales-email-read
tickets
tickets.highly_sensitive
tickets.sensitive

Step 2: Configure a Webhook

  1. In the same private app, go to the Webhooks tab.
  2. Click Create Webhook.
  3. Set the Target URL to:
    https://app.forethought.ai/hubspot/webhook/<ORG_NAME>/ticket-event
    💡 Replace <ORG_NAME> with your organization’s name.
    webhooks.png
  4. Click Create Subscription and select:
    • Object type: Conversation
    • Event: New message
      hubspot.png
  5. Click Subscribe > Create app.
  6. Go to the Auth tab and copy your Access Token and Client Secret.

Step 3: Connect HubSpot in Forethought

  1. Go to Settings > Integrations in the Forethought Dashboard.
  2. Click + Connect New Integration > HubSpot.
  3. Enter your Access Token and Client Secret.
  4. Click Connect.

Step 4: Create Custom Ticket Fields in HubSpot

  1. Go to Settings > Data Management > Properties.
  2. Click Create Property.
  3. Set the following:
    • Object type: Ticket
    • Field type: Dropdown select
  4. Create the following fields:
Field Name Purpose Values
forethought_solve_email_status Tracks if Forethought responded automated, not_automated, fallback_response_sent, fallback_response_not_sent
forethought_email_feedback Captures user feedback (thumbs up or down) from emails positive, negative
forethought_interactive_email_status Indicates chat deflection status after the interactive email interaction deflected, not_deflected, pending

Step 5: Map Context Variables in Forethought

  1. Go to Solve > Workflow Builder > Email in Forethought.
  2. Create a workflow.
  3. At the top-right corner of your screen, click the context variable icon.
    cv icon.png
  4. Use the Mapping dropdown to match HubSpot ticket fields to context variables.
    context variables.png

Default context variables available:

  • $Email: User’s email address
  • $Full Name: User’s full name
  • $First Name: Derived from $Full Name
  • $Ticket ID: Ticket ID from HubSpot

Step 6: Build and Publish Your Email Workflow in Forethought dashboard

  1. In the Forethought dashboard, go to Solve > Workflow Builder > Email tab.
  2. Click + New Intent.
  3. Configure a response in the Response tab.
    response tab.png
  4. Go to the Journey tab and click a path with tags. Then, enter a ticket tag that you want to add, or you can also add ticket fields. By default, tickets processed through this path are automatically tagged as ‘ft-email-automated’.
    ticket tags.png
  5. Test your email workflow. Follow the instructions here.
  6. Click Publish to make it live.

How to Test

HubSpot does not support thread creation via API. To generate tickets, you'll need to send a real email to your HubSpot instance. If you'd like to test and preview your workflows before publishing, you can use the Email Preview feature or the Solve Email Simulator.
preview.png

Best Practices

✅ Use meaningful labels for custom fields

✅ Always test with real HubSpot tickets before going live

❌ Don’t skip the webhook setup—it’s required to trigger workflows

💡 Create fallback responses for unhandled scenarios

Q&A

What permissions do I need in HubSpot?

You need permission to create private apps and access conversations and tickets.

Can I create test tickets using the API?

No. HubSpot does not support email ticket creation via API.

What happens if I skip the webhook setup?

Workflows won’t trigger because Forethought won't receive ticket updates.

Can I reuse one app across environments?

It’s best to use separate apps for each environment for clarity.

How can I check if Forethought responded to a ticket?

Look at the forethought_solve_email_status field in the ticket.

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