Admin Vivla
Business Problem
Teams that use both HubSpot and Respond.io often manage the same contacts across both platforms. In HubSpot, each contact is assigned to an SDR owner, while in Respond.io, conversations are typically assigned using round-robin or manual routing.
When ownership is not aligned between the two systems, contacts may be routed to a different agent in Respond.io than the one responsible for them in HubSpot, creating confusion and extra handoffs.
Current Limitation
Although HubSpot contacts are synced into Respond.io, the HubSpot contact owner is not used in conversation assignment or round-robin logic. As a result, teams must manually reassign conversations or rely on separate routing rules to maintain consistency.
Desired Outcome
Enable Respond.io to recognize and use the HubSpot contact owner for assignment by:
  • Automatically assigning conversations to the same agent who is the contact owner in HubSpot (if that agent exists in Respond.io)
  • Allowing HubSpot ownership to override or integrate with round-robin logic
  • Keeping contact ownership consistent across both platforms