For support teams managing requests across Slack and HubSpot, conversations often get fragmented. Customers raise issues in Slack, while agents track and resolve tickets in HubSpot but updates posted in one platform don’t always reach the other.

ClearFeed already supported one-way sync, allowing requests raised in Slack to flow into HubSpot. What was missing was the reverse: replies from HubSpot never made it back to Slack. We’ve closed that gap now with our new bi-directional HubSpot and Slack Integration, built on HubSpot’s Custom Channels API. 

With the new enhancement, messages, replies, and attachments move seamlessly in both directions, giving support teams complete ticket visibility, reducing manual effort, and keeping both agents and customers aligned in real time.

Let’s take a look at how this two-way sync works in practice.

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How it Works 

ClearFeed connects Slack and HubSpot using HubSpot’s Custom Channels API, enabling full two-way syncing of messages. Here’s how the workflow looks like: 

1. A request starts in Slack

When a customer posts a message in Slack, ClearFeed creates a linked conversation in HubSpot via the Custom Channels API. The message, requester details, and any attachments are passed along. HubSpot maps the email to an existing Contact if one exists, or records the email alone if it doesn’t, ensuring no request is lost.

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2. A conversation thread is created in HubSpot

These linked conversations appear under CRM → Inbox inside a non-helpdesk inbox, rather than in HubSpot’s HelpDesk section. Today, ClearFeed uses the first available non-helpdesk inbox by default. This keeps all linked requests organized without disrupting existing HubSpot Helpdesk workflows.

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3. Agents reply from HubSpot

Support teams continue working in HubSpot. When they respond or attach files, ClearFeed delivers those replies back into the same Slack thread, while also updating the original ClearFeed request automatically.

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4. Customers stay updated in real time

From the customer’s perspective, the entire conversation lives in Slack. Every reply from HubSpot appears instantly in the Slack thread, keeping them informed without waiting for manual follow-ups. Both sides see a single, continuous conversation, no matter which tool they’re in.

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Availability 

Bi-Directional Sync is available for users on HubSpot Professional plans and above, which include access to HubSpot’s Custom Channels API.

• Professional and above → Two-way sync is enabled by default when you connect HubSpot.
  
• Starter and Basic plans → ClearFeed automatically falls back to one-way sync. Messages from Slack continue to flow into HubSpot, but replies from HubSpot won’t appear in Slack.
  
• Existing ClearFeed accounts → Your current setup continues without changes. To enable two-way sync, simply contact our support team and we’ll configure it for your workspace.

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Wrapping Up

With Bi-Directional HubSpot Sync, ClearFeed removes the silos between Slack and HubSpot and reduces manual effort. Customers can continue conversations in Slack while agents can manage tickets in HubSpot, and both sides stay on the same thread.

If you’re on a HubSpot Professional (or higher) plan, you can enable two-way sync today. To learn more about this release or need help setting this up for your organisation, contact us at support@clearfeed.ai or book a free demo with us here.