AVA Entity Mapping syncs information that AloAi Voice Analytics (AVA) detects in your call transcripts into HubSpot Contact or Deal properties.
After each qualifying call, AVA transcribes the conversation, identifies values like the caller's organization, occupation, or any custom field your team has defined, and updates the matching HubSpot properties automatically.
This article walks through how the feature works, how an admin sets it up, and what regular users can expect to see in HubSpot after a call. It is for Aloware admins who configure the HubSpot integration and for the agents and reps whose calls feed data into HubSpot.
How AVA Entity Mapping fits with HubSpot Contact Property Mapping
The HubSpot integration in Aloware has two separate places where contact data is mapped to HubSpot.
Contact Property Mapping is the standard mapping. It pushes Aloware contact fields into HubSpot only when Aloware sends data based on existing contact fields, or when an admin manually updates the configuration. It is intended for stable data that should not be overwritten by every new conversation.
AVA Entity Mapping is dynamic. After each qualifying call, AVA detects supported entities (for example, organization, occupation, nationality, medical condition) and updates the mapped HubSpot Contact or Deal properties.
For standard entities, it also updates a "Last Synced" date and time property. This update happens on every call where AVA detects the entity, regardless of whether the field already has data.
A property cannot be mapped in both places at once. If a property is already used in contact property mapping, you cannot reuse it in AVA entity mapping until you unmap it on the other side. The same rule applies in reverse.
Standard entities and custom entities
The AVA Entity Mapping tab has two (2) sections. Both reflect whichever HubSpot object (Contact or Deal) is selected at the top of the tab, and they do not share fields or conflict with each other.
Standard Entities are the built-in entity types that AVA detects automatically using Aloware's predefined entity list (around 40 supported types, such as Organization, Occupation, Nationality, Medical Condition, and Email Address). These are detected from the transcript without any extra configuration.
Custom Entities are fields your team defines. AVA's LLM (large language model) detects values using the field names, optional descriptions, and accepted values you provide. The LLM is instructed to return only values from your list, so it does not invent or return out-of-scope values. Each account can define up to 25 custom fields, manually or through a JSON file upload.
Custom entities mapped in Aloware to HubSpot
Entities from AloAi Voice Analytics' transcription
Data from AloAi Voice Analytics' synced to the contact's deal
Before you start
Make sure both integrations are enabled and that AVA is configured to transcribe your calls.
The HubSpot integration must be turned ON in Aloware.
AloAi Voice Analytics must also be enabled.
In AVA's transcription settings, minimum talk time controls which calls are transcribed (the default is around 45 seconds). Calls shorter than this are not transcribed and will NOT trigger entity mapping.
If you need to keep sensitive information out of HubSpot, enable the PII filter (personal identifiable information filter) in AVA.
With PII filtering ON, certain entities (for example, email address, credit card number, gender or sexuality, and the other entries on Aloware's PII Redaction list) are redacted and will not sync to HubSpot even if they are mapped.
Step 1: Create the matching properties in HubSpot
Aloware does not create HubSpot properties for you. Every property you plan to map must exist in HubSpot first.
In HubSpot, go to Settings > Properties > Create property and create one property for each entity value you want to capture.
Match the property type to what AVA will send:
AVA Value | HubSpot property type |
Standard entity type | Single-line text or Multi-line text |
Standard Entity "Last Sync" timestamp | Date and time picker |
Custom Entity (Text) | Single-line text or multi-line text |
Custom Entity (Multi Selection) | Multiple checkboxes, or a text property if you want the values delivered as a semicolon separated string. |
Before you save anything in Aloware, check that your HubSpot properties will accept what AVA sends. Three property types cause the most common sync failures:
HubSpot property type | Why it fails | What to do instead |
Number | AVA detects all values as text (for example, "$100,000"), and HubSpot rejects text on number fields. | Use a Single-line text property for numeric values like deal amounts. |
Dropdown or Multi checkboxes | Accepted values must match the property's Internal Name exactly, including capitalization. HubSpot does not match case-insensitively, so "Tiered pricing" and "tiered pricing" are not the same value. | In HubSpot, open the property under Settings > Properties and copy each option's Internal Name. Set your accepted values in Aloware to match exactly. |
Read-only properties | AVA Entity Mapping is outbound only (Aloware to HubSpot), so the destination property must accept writes from the integration. | Use a writable property as the target. |
Step 2: Open the AVA Entity Mapping tab and pick the target object
In Aloware, go to Integration menu > HubSpot > AVA Entity Mapping. If the toggle at the top is off, set AVA Entity Mapping to enabled so AVA can start pushing data on new calls.
At the top of the tab, use the HubSpot Object selector to choose Contact or Deal. Each object has its own independent Standard Entities and Custom Entities configuration, and switching between them shows the configuration for that object only.
When Deal is selected, AVA syncs extracted values to up to 10 HubSpot Deals associated with the contact from the call.
Step 3: Map standard entities
In the standard entities section:
Click Add mapping.
From the AVA Entity dropdown, select the entity you want to capture (for example, Organization, Occupation, Nationality, or Credit Card Number).
From the HubSpot Contact Property dropdown (or HubSpot Deal Property dropdown if Deal is selected), choose the property you created in Step 1.
(Optional) Add a second mapping for the entity's Last Sync variant (for example, "Last Sync: Credit Card Number (Datetime)") and map it to a date and time property in HubSpot. AVA updates this with the timestamp of the last detected occurrence.
Repeat for each entity you want to capture.
If a property is already mapped on the other side of the integration, the UI will tell you. You will need to unmap and save the other configuration before you can reuse that property here.
When you click Save, validation blocks the save if any row has a blank field, a type-incompatible mapping (for example, text to a number property), a reference to a nonexistent AVA entity, or a mapping to a read-only HubSpot property.
Available standard entities
AVA's Standard Entities follow Aloware's Entity Detection list. Each entity maps to a single-line text HubSpot property, and each one has a matching "Last Sync" entity that maps to a Date and time picker property.
The full set available in the dropdown includes:
AVA entity mapping fields (Default open fields/ Aloware → HubSpot/ single-line text)
Financial and payment information
AVA Entity | Example HubSpot Property Name | Description |
Account Number | account_number | Customer account or membership identification number |
Banking Information | banking_information | Banking information, including account and routing numbers |
Credit Card CVV | credit_card_cvv | Credit card verification code |
Credit Card Expiration | credit_card_expiration | Expiration date of a credit card |
Credit Card Number | credit_card_number | Credit card number |
Money Amount | money_amount | Currency amounts |
US Social Security Number | us_social_security_number | SSN |
Personal information
AVA Entity | Example HubSpot Property Name | Description |
Blood Type | blood_type | Blood type |
Date of Birth | date_of_birth | Date of birth |
Gender Identity | gender_sexuality | Gender identity or sexual orientation |
Marital Status | marital_status | Terms indicating marital status |
Nationality | nationality | Nationality or ethnicity terms |
Person Age | person_age | Number indicating age |
Physical Attribute | physical_attribute | Bodily attributes or race-related descriptors |
Political Affiliation | political_affiliation | Political party or ideology |
Religion | religion | Religious affiliation |
Zodiac Sign | zodiac_sign | Zodiac signs |
Contact and identity information
AVA Entity | Example HubSpot Property Name | Description |
Driver's License | drivers_license | Driver’s license number |
Email Address | email_address | Email address |
Healthcare Number | healthcare_number | Healthcare numbers or plan beneficiary numbers |
IP Address | ip_address | Internet IP (IPv4/IPv6) |
Location | location | Geographic or mailing addresses |
Passport Number | passport_number | Passport numbers |
Phone Number | phone_number | Telephone or fax numbers |
Username | username | Usernames or handles |
Vehicle ID | vehicle_id | VINs, serial numbers, or license plates |
Health and medical information
AVA Entity | Example HubSpot Property Name | Description |
Drug | drug | Medications, vitamins, or supplements |
Injury | injury | Injuries or health issues |
Medical Condition | medical_condition | Diseases, disorders, or syndromes |
Medical Process | medical_process | Treatments, procedures, or tests |
Statistics | statistics | Medical statistics |
Time and event information
AVA Entity | Example HubSpot Property Name | Description |
Date | date | Specific calendar date |
Date Interval | date_interval | Broader time periods |
Duration | duration | Time periods with numeric units |
Event | event | Events or holidays |
Time | time | Clock time expressions |
Technical and system information
AVA Entity | Example HubSpot Property Name | Description |
Filename | filename | Computer file names or paths |
Number Sequence | number_sequence | Numerical or alphanumeric PII not in other categories |
Password | password | Passwords, PINs, or keys |
URL | url | Internet addresses |
Last sync fields (Default open fields/ Aloware → HubSpot)
These fields store the date and time of the last synchronization for each mapped AVA entity.
AVA Entity | Example Last Sync Property |
Account Number | Last_Sync:account_number |
Banking Information | Last_Sync:banking_information |
Blood Type | Last_Sync:blood_type |
Credit Card Number | Last_Sync:credit_card_number |
Date of Birth | Last_Sync:date_of_birth |
Email Address | Last_Sync:email_address |
Medical Condition | Last_Sync:medical_condition |
Phone Number | Last_Sync:phone_number |
URL | Last_Sync:url |
Vehicle ID | Last_Sync:vehicle_id |
If PII filtering is ON, entities classified as PII by Aloware are redacted before they reach HubSpot, even if you have them mapped.
Step 4: Configure custom entities (optional)
Use Custom Entities when you need fields that are not on the Standard Entities list, such as BANT qualification data, product interest, or pain points.
Scroll to the Custom Entities section of the AVA Entity Mapping tab. You have two ways to add fields.
Option A: Add fields manually
Click Add Field.
Enter the Field Name. Use a clear, descriptive name that matches or closely describes the HubSpot property. AVA's LLM uses this name as context during extraction, so precision improves accuracy.
(Optional) Add a description to give the LLM additional extraction guidance.
Select the Field Type: Text, Selection, or Multi Selection.
For Selection or Multi Selection, add every accepted value. The LLM only returns values from this list.
Click Save. Repeat for up to 25 fields.
Option B: Upload a JSON file
In the Custom Entities section, click Import JSON.
Choose whether to add to the existing mapping or replace all of it.
Prepare a JSON file as a top-level array of field objects. Each object must include a
name, atype, and (for Selection or Multi Selection) avaluesarray.Select the file and upload it. The system validates the file before saving. If any entry is invalid, the entire upload is rejected and nothing is saved.
Click Save.
A JSON file is rejected if it is not a top-level array, if any entry is missing a required field, if any entry has invalid external keys, or if it contains more than 25 entries.
How custom field types behave
AVA Field Type | HubSpot Property Type | Behavior |
Text | Single-line or Multi-line Text | Free-form value extracted from the transcript |
Selection | Dropdown, or Single/Multi-line Text | One value from your predefined list |
Multi Selection | Multi Checkbox, or Text | Multiple values synced as |
When a multi selection is synced to a HubSpot text field, the values arrive as a semicolon-separated string. When the target is a multi checkbox property, the values are handled natively by HubSpot.
Step 5: Place a test call
Pick a test contact in Aloware and call it. Speak naturally about the topics your fields are designed to capture, and keep the call longer than the Minimum talk time setting so it will be transcribed.
For example, to test standard entities like organization, occupation, and nationality, you might say: "I work as a software engineer at ABC Corp. I'm currently based in Manila and my nationality is Filipino."
To test sensitive standard entities, you might say something like: "Oh yeah so my credit card 872-55555. 3721 60."
Step 6: Verify the data in HubSpot
After the call ends, AVA finishes transcribing, parses the transcript for entities, and pushes the values to HubSpot.
Open the same contact record in HubSpot and confirm that the mapped fields show the values from the call.
Each standard entity's "Last Sync" property should show the timestamp of the last detection. If you mapped to the Deal object, open the associated HubSpot Deal record instead and verify the values there.
You can also open the AVA Transcription view in Aloware and check the Custom Entities section to see what AVA extracted from the call.
What agents see
Agents and reps do not need to do anything special. They make and receive calls normally, and after each qualifying call the mapped HubSpot fields update on their own. The "Last Synced" fields show when each value was last updated.
To confirm that mapping is working for your calls:
Ask your admin which entities are mapped and what the minimum call duration is.
Place a call through Aloware to a test lead or colleague, and keep the call longer than the minimum duration so it will be transcribed.
Mention the relevant details clearly. For example: "I work as a software engineer at Acme Corp." or "I'm currently based in Manila and my nationality is Filipino."
Wait for AVA to finish processing the recording, extract the entities, and push them to HubSpot.
Open the contact in HubSpot and verify that the entity fields show the values you mentioned and that the "Last synced" fields reflect the time of the call.
If PII filtering is enabled and you mention a value that is classified as PII, that value is redacted and will not appear in HubSpot, even if the field is mapped.
When a sync fails
If a field fails to sync (for example, because of a type mismatch between AVA and HubSpot, or a casing mismatch on a Dropdown property), Aloware sends a mapping error email that identifies the specific field that failed and the reason.
Fields that synced successfully on the same call are not affected. A 1-hour rate limit applies to these error notifications.
Configuration rules to remember
HubSpot does not create properties automatically. Every target property must exist in HubSpot before you map it in Aloware.
A HubSpot property cannot be mapped in both Contact Property Mapping and AVA Entity Mapping at the same time.
Contact and Deal configurations in AVA Entity Mapping are independent. You configure each object separately using the HubSpot Object selector at the top of the tab.
Each tenant can have a maximum of 25 Custom Entity slots.
The Minimum talk time setting (default around 45 seconds) applies to both Standard and Custom Entity processing. Calls below that threshold are not transcribed and do not trigger any sync.
AVA Entity Mapping is outbound only. It cannot map to read-only HubSpot properties.
For Deals, AVA syncs to up to 10 Deals associated with the contact on the call.
To temporarily stop all AVA entity sync, set AVA Entity Mapping to Disabled at the top of the tab and save.
Standard AVA entities are sourced from Aloware's predefined entity list (around 40 supported types). Custom entity fields defined by the admin are not subject to Aloware's entity limitations and are processed by the LLM using the mapping configuration you define.