Manage CRM records from Engage

Create or update HubSpot and Salesforce records while reviewing an interaction.

Before you start

Connect the intended CRM account and enable it for Engage in Integrations. Check that you are allowed to copy the contact or conversation details into that CRM.

Open the feature

Open a conversation or comment in Engage. In its menu, choose Send to HubSpot or Send to Salesforce.

Steps

1. Choose the destination under Select Account.
2. Open the required record tab and search for an existing record before creating another.
3. To create a record, choose New and the record type. HubSpot offers Contacts and Tickets. Salesforce offers Accounts, Cases, Contacts, Leads, Opportunities and Tasks.
4. Check any prefilled details and complete the form, including its required fields.
5. Choose Create Contact, Create Ticket or Create, as shown. This submits the record to the CRM.
6. To change an existing record, open its edit action, correct the fields and choose Update.
7. Verify the saved record in the intended CRM account.

Expected result

The connected CRM receives the submitted record or update when the request succeeds.

Example

Search HubSpot for a customer before creating a contact and a support ticket for their question.

Limits and permissions

Send to HubSpot and Send to Salesforce are available only on Facebook Page or Instagram conversations/comments, with the corresponding integration enabled. Other networks do not show these actions.

• The menu requires a connected integration enabled for Engage.
• Fields and required values depend on the CRM and record type.
• Creating a CRM record does not send a social-network reply.
• CRM access and provider restrictions still apply.

Troubleshooting

• The CRM menu is absent: check its connection and Engage setting.
• Create is disabled: complete required fields and correct invalid email values.
• A request times out: check the CRM before retrying, because the record may already exist.

Save a contact in Social Champ CRM

If your account has the CRM pilot enabled and you have the required workspace and profile access, choose Save to CRM on a customer conversation, comment or message where offered. A CRM side panel opens beside Engage. For a saved contact, choose CRM details to reopen it.

The panel shows contact details and tags, recent notes, the next three open follow-ups ordered by due date, and up to three linked deals. Choose Add note or Create task to save context without leaving Engage. Tasks require a due date and an available assignee; they do not send email or push reminders. Open full CRM opens the contact for editing or managing all records. Close returns focus to the conversation action. On a small screen, the panel fills the screen.

Saving the same social author again from the same connected profile and workspace opens the existing contact. The same person on another profile or in a manual or imported contact can still have a separate record; CRM does not automatically merge them.

Changing workspaces clears the panel. If saving fails temporarily, the draft stays available for retry. Loss of contact access clears the displayed record. Saving CRM information never sends a social reply. See Manage contacts and follow-ups in CRM.

Salesforce account relationships

Editing a phone number or another detail keeps the existing Account or Parent Account. Choose another account explicitly to change that relationship, or choose No parent in a Salesforce account's Parent Account list to remove it. The selector lists up to 2,000 accounts ordered by name; an existing relationship is retained even if it is outside that list.

Recent recovery improvements

Loading another CRM page keeps your search filter. Ticket status changes save the selected stage; the displayed ticket owner matches the submitted owner. Failed or empty owner loading ends the spinner. Existing Salesforce opportunity stages and case priorities are preserved, including custom values. Scrolling to the end of a CRM list keeps the records already shown and stops loading when there are no more. Editing a HubSpot ticket shows its own priority, pipeline, status, source and category. For an Instagram Direct inbox, HubSpot contacts and tickets are found by the Direct ID property first, then by the Instagram ID property that Social Champ saves on contacts it creates.

GoHighLevel

Link the person you're talking to in Engage to a GoHighLevel contact, create one if they don't have one yet, and manage that contact's opportunities.

Before you start

• Connect one GoHighLevel sub-account in Settings > Workspace > Integrations, approve every permission it asks for, then turn on Show in Engage in its Manage panel. Agency-level connections aren't supported, and any plan can connect it. To empty a field on a contact, clear it in Edit and save; GoHighLevel then clears it too.
• Team members need the Engage permission in that workspace (Admin or Editor).

Steps

1. Open a message or comment from the other person in a Facebook Page, Instagram or Instagram Direct inbox. The option isn't offered on your own replies.
2. In its menu, choose Send to GoHighLevel, then pick the account under Select Account if you have more than one.
3. On the Contacts tab you see the contact this person is linked to. If there isn't one, search by name, email or phone and choose Link next to the right contact, or choose New > New Contact.
4. When you create a contact, check the prefilled name, add what you know and choose Create contact. The contact is linked straight away. If GoHighLevel already has a contact with the same email or phone, nothing is created and you can choose Link this contact instead.
5. To change a linked contact, choose its edit action, then Update. Unlink only removes the link; the contact stays in GoHighLevel.
6. Open the Opportunities tab for the linked contact's opportunities. Choose New > New Opportunity to pick a pipeline, stage, status, value and owner, or edit one from the list.

What to know

• A person can be linked to one contact per GoHighLevel account. To link a different contact, unlink the first.
• Opportunities belong to a contact, so link or create one first.
• Contacts you create or edit here also get the person's ID and handle in four custom fields that Social Champ adds in GoHighLevel.
• Creating or changing a record doesn't send a reply on the social network.

Troubleshooting

• The menu option is missing: check the connection and its Show in Engage setting, and that you opened someone else's message or comment.
• GoHighLevel needs to be connected again: the connection was removed or refused in GoHighLevel. Choose Reconnect. Your links are kept.
• GoHighLevel is limiting requests or can't be reached: wait a minute and try again.

Pipedrive

Link the person you're talking to in Engage to a Pipedrive person, or create one if they don't have one yet.

Before you start

• Connect your Pipedrive account in Settings > Workspace > Integrations, approve every permission it asks for, then turn on Show in Engage in its Manage panel. Zoho CRM is available on paid plans and trials, not on the Free plan. To empty an email or phone on a person, clear it in Edit and save; Pipedrive then clears it too.
• Team members need the Engage permission in that workspace (Admin or Editor).

Steps

1. Open a message or comment from the other person in a Facebook Page, Instagram or Instagram Direct inbox. The option isn't offered on your own replies.
2. In its menu, choose Send to Pipedrive, then pick the account under Select Account if you have more than one.
3. You see the Pipedrive person this conversation's person is linked to. If there isn't one, search by name, email or phone (at least two characters) and choose Link next to the right person, or choose New > New Person.
4. When you create a person, check the prefilled name, add what you know and choose Create person. The person is linked straight away and gets a note in Pipedrive saying they came from Social Champ Engage, with their social name and ID. If Pipedrive already has a person with the same email or phone, nothing is created and you can choose Link this person instead.
5. To change a linked person, choose its edit action, then Update. Unlink only removes the link; the person stays in Pipedrive.

What to know

• A conversation's person can be linked to one Pipedrive person per account. To link a different one, unlink the first.
• This connector works with people only. It doesn't create deals, organizations or activities.
• Creating or changing a person doesn't send a reply on the social network.
• Pipedrive limits how often it can be searched, so a burst of searches may be asked to wait.

Troubleshooting

• The menu option is missing: check the connection and its Show in Engage setting, and that you opened someone else's message or comment.
• Pipedrive needs to be connected again: the connection was removed or refused in Pipedrive. Choose Reconnect. Your links are kept.
• Pipedrive is limiting requests or can't be reached: wait a minute and try again.

monday.com

Send the person you're talking to in Engage to a monday.com board as an item, choosing which of the board's columns each detail goes into, or link them to an item you already have.

Before you start

• Connect monday.com in Settings > Workspace > Integrations and approve every permission it asks for, then turn on Show in Engage in its Manage panel. The connection acts as the monday.com user who approved it, so you see the boards that user can see.
• Team members need the Engage permission in that workspace (Admin or Editor).

Steps

1. Open a message or comment from the other person in a Facebook Page, Instagram or Instagram Direct inbox. The option isn't offered on your own replies.
2. In its menu, choose Send to monday.com, then pick the account under Select Account if you have more than one.
3. Choose a board. The board you used last is chosen for you.
4. If this person is already linked to an item, you see it with Open in monday.com and Unlink. If not, search the board by item name and choose Link next to the right item, or choose New item.
5. When you create an item, check the prefilled item name and group. For each detail (Email, Phone, Message and Social handle), check the value and choose the board column it goes into, or leave it on Don't send. Nothing is mapped until you choose it; next time on the same board, your last choices are offered again.
6. If you send a phone number to a monday.com phone column, add its two-letter country code, such as US.
7. Choose Create item. The item is linked to this person straight away.

What to know

• Only text, long text, email and phone columns are offered. Email can go into an email or text column, Phone into a phone or text column, and Message or Social handle into a text or long text column. Each column can be used for one detail only.
• Details you leave on Don't send aren't sent to monday.com.
• A person can be linked to one item per monday.com account. To link a different item, unlink the first. Unlink only removes the link; the item stays in monday.com.
• Creating an item doesn't change existing items and doesn't send a reply on the social network.

Troubleshooting

• The menu option is missing: check the connection and its Show in Engage setting, and that you opened someone else's message or comment.
• A board or column is missing: the connected monday.com user can't see that board, or the column isn't a text, long text, email or phone column.
• monday.com needs to be connected again: the connection was removed or refused in monday.com. Choose Reconnect. Your links are kept.
• One of the columns you chose can't hold that field: the board changed since you opened it. Choose another column and try again.
• monday.com is limiting requests or can't be reached: wait a minute and try again.

Zoho CRM

Link the person you're talking to in Engage to a Zoho CRM lead or contact, create one if they don't have one yet, and manage a linked contact's deals.

Before you start

• Connect a Zoho CRM organization in Settings > Workspace > Integrations, then turn on Show in Engage in its Manage panel. Any plan can connect it.
• Team members need the Engage permission in that workspace (Admin or Editor).

Steps

1. Open a message or comment from the other person in a Facebook Page, Instagram or Instagram Direct inbox. The option isn't offered on your own replies.
2. In its menu, choose Send to Zoho CRM, then pick the account under Select Account if you have more than one.
3. On the Leads & Contacts tab the lead or contact this person is linked to is shown above the list, under Linked to this person. The list shows your most recently changed contacts or leads (choose Contacts or Leads next to the search box). If the person isn't linked yet, choose Link next to the right one, search by name, email or phone (at least two characters) to find another, or choose New > New Contact or New Lead.
4. When you create a record, check the prefilled name. Zoho CRM needs a last name, so a single name or the person's handle is put there. Add what you know and choose Create contact or Create lead. The record is linked straight away. If Zoho CRM already has a record with the same email or phone, nothing is created and you can link that record instead.
5. To change the linked record, choose its edit action, then Update. Clearing a field and saving clears it in Zoho CRM too; the last name can't be cleared. Unlink only removes the link; the record stays in Zoho CRM.
6. To save the conversation in Zoho CRM, choose Add note next to the linked record. The note starts with the message or comment and who sent it; edit it, then choose Add note.
7. If the person is linked to a lead, choose Convert to contact to turn the lead into a contact in Zoho CRM (Zoho also makes an account from its company). The link moves to the new contact.
8. Open the Deals tab for the linked contact's deals. Choose New > New Deal to set a name, pipeline, stage, amount, closing date and owner, or edit one from the list.

What to know

• A person can be linked to one lead or contact per Zoho CRM account. To link a different record, unlink the first.
• Deals belong to contacts in Zoho CRM. If the person is linked to a lead, convert it to a contact first.
• The form has a Lead source list taken from your Zoho CRM. A new record starts at Facebook for a Facebook conversation, or Instagram if your list has that value; choose another or None. Editing a record shows its current Lead Source, and None clears it.
• When a new feature needs another Zoho permission (notes, for example), the card and the Manage panel offer Reconnect. Choose it and approve the permissions; the existing connection is updated, not duplicated.
• A record you just created can take a few seconds to appear in search.
• Creating or changing a record doesn't send a reply on the social network.

Troubleshooting

• The menu option is missing: check the connection and its Show in Engage setting, and that you opened someone else's message or comment.
• Zoho CRM needs to be connected again: Zoho stopped accepting the connection. Choose Reconnect. Your links are kept.
• Zoho CRM didn't allow this: your Zoho CRM user may not have permission for that record or module. Check with your Zoho admin.
• Zoho CRM is limiting requests or can't be reached: wait a minute and try again.