Hubspot app sending conversations does not seem to work

Question

Hi all,  I've just set up the HubSpot app so it can send Intercom leads and conversations into our HubSpot account.  The leads are sent over perfectly. However, no conversations are being sent at all.  I've been following the documentation here: https://www.intercom.com/help/en/articles/2128216-hubspot-app-send-leads-and-conversations-to-hubspot/p> I've enabled this Intercom activity filter here as well:  But if I create a new conversation in Intercom, it is still not sent to HubSpot. Any help with this would be massively appreciated!  Mike

Mike S12 · Accepted Answer

Hey @eric f11​that's a very good question! We realised shortly after posting our question why this was happening. I'll leave it below for anyone else it might be useful for. There are two cases where conversations won't be sent. 1. If the conversation has originated from us (i.e. outbound message), then it does not get transferred untilthe user replies. 2.if a lead or user already exists in Intercom, but they do not existin HubSpot (as we installed the integration after they were created in Intercom)...then even though we now have the integration installed, it will not send any new conversations over to HubSpot as the user does not exist there.The fix here is to export our users from Intercom to Hubspot.

Mike S12 · Answer

Sorry my pasted image did not work, this is the activity filter that I enabled in HubSpot

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