Aloware-HubSpot integration: Contact property mapping

Contact property mapping controls how contact data syncs between Aloware and HubSpot. Each mapping links an Aloware contact field to a HubSpot contact property, either default or custom, and sets the sync direction.

Admins manage mappings in the Contact Property Mapping section of the HubSpot integration settings.

Phone properties aren't included in the contact property mapping table. These include phone number, mobile phone number, fax number and any custom phone properties.

Admins select phone properties, set their order and choose the primary number in the Phone Numbers card.

For details, see HubSpot Phone Number Property Mapping (Phone Numbers card).

Check the following before you configure mappings:

Every mapping belongs to one of three categories. The category decides whether you can change or remove it.

The mapping interface uses these icons:

Each mapping syncs in one of three directions:

Some fields only allow certain directions, and some fields have a fixed direction. The tables below list the allowed directions for each field.

The contact update setting in the Sync tab works together with the direction set on each mapping. It affects three things:

Two settings together decide whether Aloware sends changes to these fields to HubSpot:

Aloware sends changes to HubSpot only when both settings are Bidirectional (↔). If contact update is Inbound-only (←), changes stay in Aloware, even when the field's mapping is set to bidirectional (↔).

When an Aloware contact property changes, such first name, last name, or time zone, the contact update setting decides whether HubSpot reformats the phone number to international format.

Computed properties always sync to HubSpot, whatever the contact update setting is. Aloware generates these values from contact activity, such as last outbound SMS or last call time.

Contact disposition status, email and contact owner are required mappings, and each one has its own direction rules.

Contact disposition status in Aloware maps to lead status in HubSpot. It shows the contact's page, such as new lead, in progress or contacted.

For bidirectional sync to work, contact update in the sync tab must also be set to bidirectional (↔).

In Aloware Talk, agents can only select dispositions that come from Lead Statuses synced from HubSpot. These dispositions show a lock icon. If you use bidirectional sync, select only dispositions that exist in HubSpot.

If you disable and then re-enable the HubSpot integration, this mapping resets to Inbound (←).

Email is a required mapping.

Choose inbound if your HubSpot data governance doesn't allow other systems to overwrite the email field.

The sync direction only controls how data flows. Aloware still uses email to match contacts with HubSpot, whichever direction you choose. Choosing inbound doesn't affect contact matching or deduplication.

Contact owner is a required mapping and can't be deleted. You can change the HubSpot property it maps to and its sync direction. The usual choice is HubSpot's standard contact owner property.

For Aloware owner changes to reach HubSpot, Contact Update in the Sync tab must also be set to Bidirectional (↔).

Owner changes in Aloware update the custom HubSpot property. When the custom property changes in HubSpot, the update reaches Aloware only after someone clicks Sync with HubSpot on the contact's integration card.

The owner dropdown lists only users who are synced between Aloware and HubSpot. Users who aren't synced with the CRM don't appear.

In the mapping settings, red marks the parts you can't edit and green marks the parts you can.

If you disable and then re-enable the HubSpot integration, the Contact Owner mapping resets to Contact Owner ← Contact Owner (inbound) and appears below the Email mapping.

The mapping settings decide which options agents see and whether their changes reach HubSpot. Admins can use this section to explain the expected behavior to their team.

Agents only see dispositions that come from Lead Statuses synced from HubSpot. These show a lock icon.

The owner dropdown only lists users who are synced between Aloware and HubSpot. When an agent changes a contact's owner, HubSpot is updated only when both of these are true:

Agents can edit a contact's email in Aloware. The Email mapping direction decides whether that edit reaches HubSpot.

When Contact Update is Inbound-only (←), changes agents make to contact details stay in Aloware. This includes First Name, Last Name and Time Zone. When Contact Update is Bidirectional (↔), those changes update HubSpot, and HubSpot also reformats the contact's phone number to international format.

Some HubSpot changes only reach Aloware after an agent clicks Sync with HubSpot on the contact's integration card. This applies when:

If the Contact Owner mapping is set to Aloware to HubSpot (→), clicking Sync with HubSpot doesn't change the owner in Aloware.

Agents don't need to do anything to update activity fields. Aloware fills in outbound-only fields automatically after calls and messages and sends them to HubSpot. These include last call time, last call disposition and engagement dates.

Admins add, change and delete mappings in the contact property mapping section.

Keep these rules in mind when you map properties:

Admins manage phone properties in the Phone Numbers card instead of the mapping table. In the card, admins select which phone properties to track, set their order and choose the primary number.

The HubSpot phone number property (phonenumber) is always tracked, and it holds the contact's primary number by default. If an admin makes another phone property the primary, that property sets the contact's primary number.

The phone line type field shows the line type of the contact's primary number.

Custom HubSpot properties with the Phone number field type appear in the card automatically and are unticked by default. Only properties with the Phone number field type in HubSpot can be tracked.

The tables below list the fields available in contact property mapping.

These fields are required. Their allowed directions are described in Configuring special fields.

These fields hold standard contact details and Aloware contact data. You can set each one to ↔, → or ←.

These fields have a fixed direction: Aloware fills them in automatically and sends them to HubSpot. Each one maps to a custom property you create in HubSpot, using the field type shown.

Aloware uses Location Routing Number (LRN) detection to classify each phone number. The line type fields can hold these values:

These two fields always show the line from the contact's most recent outbound call. The table below shows how each field behaves in different situations.

Aloware syncs the time of each contact's last call and message to HubSpot. Each time field is available in two formats. Map the format that fits your HubSpot reporting and workflows.

Both formats use your company's configured time zone and sync to single-line text properties in HubSpot.

The message time fields cover SMS and MMS.

Engagement fields record the date and time of the contact's most recent call or message.

First activity fields record the date and time of the contact's first call, text message or engagement.

This example maps a HubSpot company domain to an Aloware custom contact field, so Aloware can read a value that HubSpot manages.