Sync chat data into your CRM

APIs involved: Webhooks, Agent Chat API, Configuration API This guide uses HubSpot as the example CRM. The pattern — receive a webhook when a chat closes, fetch the full thread, write to your system — applies to any CRM with an API.

Prerequisites

An agent access token with scopes webhooks--all:rw and chats--all:read. Create one in Text under Settings → API access → Personal access tokens.
A Node.js server that can receive HTTP POST requests. The URL must be publicly reachable over HTTPS — Text cannot deliver webhooks to localhost.
A HubSpot private app token with scopes crm.objects.contacts.write and crm.objects.notes.write. Create one in HubSpot under Settings → Integrations → Private Apps.

Testing locally? Use a tunnel tool like ngrok or localtunnel to expose your local server over HTTPS. Run ngrok http 3000 and use the generated URL (e.g. https://abc123.ngrok.io) as your webhook URL below.

Step 1: Set up the receiver

Before you register the webhook with Text, stand up the endpoint that will receive it. The code below is the minimal server — Steps 2 and 3 fill in what happens inside the handler.

import express from "express";

const app = express();
app.use(express.json());

app.post("/webhooks/text", async (req, res) => {
  const { action, payload } = req.body;
  if (action !== "chat_deactivated") return res.sendStatus(200);

  // Steps 2 and 3 go here
  res.sendStatus(200);
});

app.listen(3000, () => console.log("Listening on port 3000"));

Text expects a 200 response within a few seconds. If your handler takes longer (e.g. waiting on external APIs), respond 200 immediately and process asynchronously.

Step 2: Register the webhook

Once your server is running and reachable, run this command once from your terminal to tell Text where to deliver chat_deactivated events:

curl -X POST "https://api.livechat.com/v3.6/configuration/action/register_webhook" \
  -H "Authorization: Bearer <AGENT_ACCESS_TOKEN>" \
  -H "Content-Type: application/json" \
  -d '{
    "action": "chat_deactivated",
    "url": "https://your-server.com/webhooks/text",
    "secret_key": "your-secret-key",
    "description": "Sync closed chats to HubSpot"
  }'

To verify the webhook was registered or to remove it later, go to Settings → Integrations → Webhooks in Text, or call list-webhooks and unregister-webhook. When an agent closes a chat, Text POSTs the following to your URL:

{
  "action": "chat_deactivated",
  "payload": {
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8"
  }
}

Step 3: Fetch the thread

Use chat_id and thread_id from the webhook to call get-chat. Passing thread_id returns that specific session rather than defaulting to the latest one — important when a customer has had multiple conversations.

curl -X POST "https://api.livechat.com/v3.6/agent/action/get_chat" \
  -H "Authorization: Bearer <AGENT_ACCESS_TOKEN>" \
  -H "Content-Type: application/json" \
  -d '{
    "chat_id": "PJ0MRSHTDG",
    "thread_id": "K600PKZON8"
  }'

The response contains everything you need to build a CRM record:

{
  "chat": {
    "id": "PJ0MRSHTDG",
    "users": [
      {
        "id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
        "type": "customer",
        "name": "John Doe",
        "email": "john@example.com"
      },
      {
        "id": "agent1@example.com",
        "type": "agent",
        "name": "Support Agent"
      }
    ],
    "thread": {
      "id": "K600PKZON8",
      "events": [
        {
          "id": "Q0Y2U85XPE3",
          "type": "message",
          "text": "Hi, I need help with my order.",
          "author_id": "b7eff798-f8df-4364-8059-649c35c9ed0c",
          "created_at": "2024-01-15T10:30:00.000000Z"
        },
        {
          "id": "Q0Y2U85XPE4",
          "type": "message",
          "text": "Of course! What's your order number?",
          "author_id": "agent1@example.com",
          "created_at": "2024-01-15T10:30:22.000000Z"
        }
      ],
      "statistics": {
        "agent_rating": {
          "rating": "good",
          "comment": "Very helpful, thank you!"
        }
      }
    }
  }
}

Events with type: "message" are the chat messages. statistics.agent_rating holds the CSAT score and comment if the customer left a rating.

Step 4: Push to HubSpot

Find or create a HubSpot contact from the customer’s email, then attach the transcript as a Note on their timeline. Find or create the contact

async function upsertContact(email, name) {
  const searchRes = await fetch(
    "https://api.hubapi.com/crm/v3/objects/contacts/search",
    {
      method: "POST",
      headers: {
        Authorization: `Bearer ${process.env.HUBSPOT_TOKEN}`,
        "Content-Type": "application/json",
      },
      body: JSON.stringify({
        filterGroups: [
          {
            filters: [{ propertyName: "email", operator: "EQ", value: email }],
          },
        ],
      }),
    },
  );
  const { results } = await searchRes.json();
  if (results.length > 0) return results[0].id;

  const [firstname, ...rest] = (name ?? email).split(" ");
  const createRes = await fetch(
    "https://api.hubapi.com/crm/v3/objects/contacts",
    {
      method: "POST",
      headers: {
        Authorization: `Bearer ${process.env.HUBSPOT_TOKEN}`,
        "Content-Type": "application/json",
      },
      body: JSON.stringify({
        properties: { email, firstname, lastname: rest.join(" ") },
      }),
    },
  );
  return (await createRes.json()).id;
}

Build the transcript and attach it as a Note

function buildTranscript(events, users) {
  const nameById = Object.fromEntries(
    users.map((u) => [u.id, u.name ?? u.email]),
  );
  return events
    .filter((e) => e.type === "message")
    .map(
      (e) =>
        `[${e.created_at}] ${nameById[e.author_id] ?? e.author_id}: ${e.text}`,
    )
    .join("\n");
}

async function createNote(contactId, chat) {
  const transcript = buildTranscript(chat.thread.events, chat.users);
  const rating = chat.thread.statistics?.agent_rating;

  const body = [
    `<b>Text chat:</b> ${chat.id}`,
    rating &&
      `<b>Rating:</b> ${rating.rating}${rating.comment ? ` — "${rating.comment}"` : ""}`,
    "",
    "<b>Transcript:</b>",
    `<pre>${transcript}</pre>`,
  ]
    .filter(Boolean)
    .join("<br>");

  await fetch("https://api.hubapi.com/crm/v3/objects/notes", {
    method: "POST",
    headers: {
      Authorization: `Bearer ${process.env.HUBSPOT_TOKEN}`,
      "Content-Type": "application/json",
    },
    body: JSON.stringify({
      properties: {
        hs_note_body: body,
        hs_timestamp: new Date().toISOString(),
      },
      associations: [
        {
          to: { id: contactId },
          types: [
            { associationCategory: "HUBSPOT_DEFINED", associationTypeId: 202 },
          ],
        },
      ],
    }),
  });
}

The complete server Putting it all together — paste the helper functions from above into the same file:

import express from "express";

const app = express();
app.use(express.json());

app.post("/webhooks/text", async (req, res) => {
  const { action, payload } = req.body;
  if (action !== "chat_deactivated") return res.sendStatus(200);

  const chatRes = await fetch(
    "https://api.livechat.com/v3.6/agent/action/get_chat",
    {
      method: "POST",
      headers: {
        Authorization: `Bearer ${process.env.TEXT_TOKEN}`,
        "Content-Type": "application/json",
      },
      body: JSON.stringify({
        chat_id: payload.chat_id,
        thread_id: payload.thread_id,
      }),
    },
  );
  const { chat } = await chatRes.json();

  const customer = chat.users.find((u) => u.type === "customer");
  if (!customer?.email) return res.sendStatus(200);

  const contactId = await upsertContact(customer.email, customer.name);
  await createNote(contactId, chat);

  res.sendStatus(200);
});

app.listen(3000, () => console.log("Listening on port 3000"));

After this runs, the contact’s HubSpot timeline shows a Note with the transcript and rating:

Text chat: PJ0MRSHTDG
Rating: good — "Very helpful, thank you!"

Transcript:
[2024-01-15T10:30:00Z] John Doe: Hi, I need help with my order.
[2024-01-15T10:30:22Z] Support Agent: Of course! What's your order number?

Going further

Custom properties let you push structured data beyond the transcript — ticket category, order ID, resolved status. Register a property namespace via the Configuration API, then write values with update-chat-properties during or after the chat. Those values appear on the chat object in the get-chat response. Real-time sync: to push messages as they arrive rather than when the chat ends, subscribe to incoming_event and push each message individually.

Data management

Chat widget

Messaging

Use cases

Prerequisites

Step 1: Set up the receiver

Step 2: Register the webhook

Step 3: Fetch the thread

Step 4: Push to HubSpot

Going further

​Prerequisites

​Step 1: Set up the receiver

​Step 2: Register the webhook

​Step 3: Fetch the thread

​Step 4: Push to HubSpot

​Going further

Prerequisites

Step 1: Set up the receiver

Step 2: Register the webhook

Step 3: Fetch the thread

Step 4: Push to HubSpot

Going further