HubSpot Communications Object

Capturing Modern Customer Chats

The HubSpot Communications Object API is the tool that lets platforms like noca.ai track all those important conversations happening outside of traditional email and calls. Think of this Communications Object as a way to easily copy and paste text messages, specifically from channels like WhatsApp, LinkedIn, and SMS. It allows you to log them directly into the HubSpot CRM. Utilizing the HubSpot Communications Object allows each logged text message to become an “Engagement” record. It shows exactly what was said, when it happened, and who sent it. This ensures that valuable communication details don’t get lost. As a result, your team and systems have a complete, accurate history of customer outreach.

Full Control Over Your Message History In Communications Object

Just like with customer contact records, the HubSpot Communications Object API gives you total control over the chat logs. You can: Create a new message record, Read (retrieve) a list of all your SMS or WhatsApp chats, and easily Update a record if you need to add a note or fix a detail. This is done efficiently, whether you’re handling a single conversation or managing hundreds of message logs at once. The system also clearly tags each message with its original source (e.g., “SMS” or “WhatsApp”). This makes it simple for noca.ai to run smart reports based on the exact type of communication channel used. With this system, managing communication through the HubSpot Communications Object becomes seamless.

Connecting Messages to the Customer Story

A conversation is only valuable if you know who it was with and what it was about. This is where Associations come in: they automatically link the message to the right Contact and Company records in the CRM. For example, when an SMS is logged, it instantly appears on the timeline of the associated customer. With the HubSpot Communications Object, you can even pin the most important text message to the very top of a customer’s profile. This makes it the first thing anyone sees. This connectivity empowers noca.ai to see the full, 360-degree story and make intelligent recommendations based on every interaction a customer has ever had. The efficiency offered by the HubSpot Communications Object helps streamline accessing customer information.