Delighted + HubSpot
Connect Delighted and HubSpot to Turn Customer Feedback into Action
Sync NPS, CSAT, and CES survey responses from Delighted directly into HubSpot so your sales and customer success teams always know how customers actually feel.
Why integrate Delighted and HubSpot?
Delighted and HubSpot are two of the most widely used platforms for understanding and managing customer relationships — Delighted captures the voice of the customer through NPS, CSAT, and CES surveys, while HubSpot centralizes every touchpoint across marketing, sales, and service. When these two platforms run separately, feedback data lives outside the CRM where your teams actually make decisions. Integrating Delighted with HubSpot means customer sentiment flows automatically into contact records, deals, and workflows, giving every team the context they need to act.
Automate & integrate Delighted & HubSpot
Use case
Sync NPS Scores to HubSpot Contact Properties
Every time a respondent submits an NPS survey in Delighted, their score, response category (Promoter, Passive, Detractor), and verbatim comment are automatically written to custom properties on their HubSpot contact record. Sales, marketing, and customer success teams get instant visibility into sentiment without ever leaving the CRM.
Use case
Trigger HubSpot Workflows Based on Detractor Responses
When a customer submits a Detractor score (0–6) in Delighted, an automated HubSpot workflow fires immediately to alert the account owner, create a follow-up task, and enroll the contact in a recovery sequence. No unhappy customer slips through the cracks, and churn risk gets addressed before it compounds.
Use case
Enroll Promoters in HubSpot Advocacy and Referral Workflows
When a Promoter score (9–10) comes in through Delighted, HubSpot can automatically enroll that contact in a referral program sequence, send a review request, or flag them for a case study conversation. Catching positive sentiment at its peak meaningfully increases participation rates in advocacy programs.
Use case
Update HubSpot Deal Health Scores Using CSAT Data
CSAT responses tied to support interactions or onboarding milestones in Delighted can be mapped to associated deals in HubSpot, updating a deal-level health score property in real time. Sales and CS teams can prioritize renewals and expansions knowing each account's full satisfaction history.
Use case
Segment HubSpot Marketing Lists by Feedback Category
Automatically maintain smart HubSpot lists that segment contacts by their most recent Delighted survey category — Promoter, Passive, or Detractor. Marketing teams can then tailor email campaigns, ad audiences, and content offers to each segment based on how customers actually feel right now.
Use case
Log Survey Responses as HubSpot Contact Timeline Activities
Each Delighted survey submission is logged as a custom timeline event on the corresponding HubSpot contact record, building a chronological history of every score and comment a customer has given. CS and sales reps can review this history directly in the contact record before any conversation.
Use case
Trigger Delighted Surveys from HubSpot Lifecycle Stage Changes
When a contact in HubSpot moves to a new lifecycle stage — such as becoming a Customer or reaching the Onboarding Complete milestone — a Delighted survey goes out automatically to capture their experience at that moment. Feedback collection stays tied to meaningful milestones rather than arbitrary schedules.
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Delighted & HubSpot Challenges
What challenges are there when working with Delighted & HubSpot and how will using Tray.ai help?
Challenge
Matching Delighted Respondents to HubSpot Contacts Reliably
Delighted identifies survey responses by email address, but HubSpot contacts may have multiple email aliases, merge history, or slight formatting variations that cause lookup failures and orphaned feedback records.
How Tray.ai Can Help:
Tray.ai's built-in data transformation and conditional logic let you normalize email formats, run fuzzy matching against HubSpot contact records, and define fallback rules — such as creating a new contact or queuing records for manual review — so no response gets lost to a lookup mismatch.
Challenge
Handling Survey Responses for Contacts That Don't Yet Exist in HubSpot
Not every Delighted respondent will already have a HubSpot contact record, particularly when surveys are distributed through channels not managed by HubSpot. That leaves feedback with no CRM home and no owner assigned.
How Tray.ai Can Help:
Tray.ai workflows can automatically create a new HubSpot contact when no matching record is found, populate it with the respondent's details from Delighted, and assign it to a default owner or queue it for enrichment — so every piece of feedback gets captured and actioned.
Challenge
Managing High-Volume Survey Response Throughput Without Delay
Enterprise customers running large-scale NPS or CSAT programs in Delighted can generate hundreds or thousands of responses in a short window — after a product launch or support ticket closure campaign, for example — which can overwhelm simple integrations and cause processing delays or data loss.
How Tray.ai Can Help:
Tray.ai's workflow engine handles high-volume event ingestion without throttling, processing each Delighted webhook event in its own execution context. Built-in queuing and retry logic ensure that every response gets written to HubSpot reliably, even during traffic spikes.
Challenge
Keeping Custom HubSpot Properties in Sync with Delighted Survey Types
Organizations often run multiple Delighted survey types — NPS, CSAT, CES — each requiring different HubSpot property mappings. Managing these mappings manually as survey programs evolve is error-prone and leads to inconsistent data across contact records.
How Tray.ai Can Help:
Tray.ai lets you build survey-type detection logic directly into your workflow, dynamically routing each Delighted response to the correct set of HubSpot property updates based on the survey type field. Centralizing this mapping logic in tray.ai means updates are made once and apply instantly across all workflows.
Challenge
Avoiding Duplicate Survey Triggers from HubSpot Workflow Automation
When HubSpot lifecycle stage changes or deal property updates trigger Delighted surveys, misconfigured workflows can fire multiple times for the same contact event — meaning respondents get duplicate survey requests that damage the customer experience and skew response data.
How Tray.ai Can Help:
Tray.ai workflows include conditional branching and deduplication logic that checks Delighted for a recent survey sent to the same respondent before dispatching a new one. Configurable cooldown windows and last-survey-date checks ensure each customer receives surveys at the right cadence without accidental duplication.
Start using our pre-built Delighted & HubSpot templates today
Start from scratch or use one of our pre-built Delighted & HubSpot templates to quickly solve your most common use cases.
Delighted & HubSpot Templates
Find pre-built Delighted & HubSpot solutions for common use cases
Template
Delighted NPS Response to HubSpot Contact Property Sync
Automatically captures every new Delighted NPS survey response and writes the score, category, and comment to custom properties on the matching HubSpot contact record, keeping CRM data continuously up to date.
Steps:
- Trigger: New survey response received in Delighted via webhook
- Look up the respondent's email address in HubSpot to find the matching contact
- Update HubSpot contact properties: NPS Score, NPS Category, NPS Comment, and Last Survey Date
Connectors Used: Delighted, HubSpot
Template
Detractor Alert and HubSpot Recovery Workflow Enrollment
Watches for Detractor scores in Delighted and immediately notifies the HubSpot contact owner via Slack or email, creates a follow-up task, and enrolls the contact in a predefined HubSpot churn-prevention workflow.
Steps:
- Trigger: Delighted response received with score of 0–6
- Look up the contact in HubSpot and retrieve the assigned contact owner details
- Create a HubSpot task for the owner and enroll the contact in the recovery workflow sequence
Connectors Used: Delighted, HubSpot
Template
Promoter Advocacy Enrollment from Delighted High Scores
Automatically identifies new Promoter responses in Delighted and enrolls those contacts in a HubSpot advocacy sequence that requests reviews, offers referral incentives, or initiates a case study conversation.
Steps:
- Trigger: Delighted response received with score of 9 or 10
- Check HubSpot contact record to confirm the contact meets advocacy eligibility criteria
- Enroll the contact in the HubSpot Promoter advocacy email sequence and add a Promoter tag
Connectors Used: Delighted, HubSpot
Template
HubSpot Lifecycle Stage Change to Delighted Survey Dispatch
Monitors HubSpot for contacts reaching key lifecycle stages and automatically triggers a personalized Delighted survey timed to capture feedback at the most meaningful moments in the customer journey.
Steps:
- Trigger: HubSpot contact lifecycle stage updated to Customer or a defined milestone property
- Format the survey recipient payload using the contact's name, email, and custom properties
- Create a new survey person in Delighted and dispatch the configured CSAT or NPS survey
Connectors Used: HubSpot, Delighted
Template
Delighted Survey Response Timeline Logger for HubSpot
Logs every Delighted survey response — regardless of score — as a custom timeline event on the corresponding HubSpot contact record, building a full sentiment history viewable directly in the CRM.
Steps:
- Trigger: Any new Delighted survey response received via webhook
- Match the respondent to a HubSpot contact by email address
- Create a custom HubSpot timeline event with score, category, comment, and survey date
Connectors Used: Delighted, HubSpot
Template
Weekly Delighted NPS Digest to HubSpot Reporting Dashboard
On a weekly schedule, pulls aggregate NPS data from Delighted — including score breakdowns, response volume, and trend data — and posts a formatted summary to a HubSpot-connected Slack channel or updates a HubSpot custom report object for leadership dashboards.
Steps:
- Trigger: Scheduled weekly workflow execution
- Query Delighted API for NPS metrics over the past 7 days including promoter, passive, and detractor counts
- Post a formatted summary to the designated Slack channel linked to HubSpot or update a HubSpot custom object record for leadership dashboards
Connectors Used: Delighted, HubSpot