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Initial Problems Faced While Integrating Hubspot With CM Livechat

To integrate our live chat widget (CM LiveChat) with HubSpot, we need all the necessary endpoints that facilitate communication between our live chat system and HubSpot's agents/users. This integration is crucial for providing a smooth and efficient interaction between customers and agent. However, we have encountered several significant issues in achieving this goal due to gaps in HubSpot's official documentation of below mentioned endpoints.

  1. No Endpoint for Sending Messages : The official HubSpot documentation does not provide endpoints for sending messages from customers to agents.This absence creates a significant gap in functionality, making it impossible to enable direct communication between customers and agents through CM'S live chat product.
  2. **No Endpoint for Checking Agent Availability : **There are no documented endpoints for checking agent availability in HubSpot.Without this information, our system cannot accurately determine if an agent is available to respond to a customer.
  3. **Missing Endpoint for Initialising Conversations: **To create a new conversation from our live chat product, we require an endpoint to initialise the conversation, which is not documented.This endpoint is essential for starting a new interaction between a customer and an agent. The absence of this endpoint hinders the ability to initiate new conversations from CM's Live chat product.

HubSpot Conversations API documentation

Additionally we cannot connect 3rd party chat provider to the hub spot inbox.(mentioned in their official documentation)

Our team attempted to explore the network tab to uncover these undocumented APIs.This approach may be considered unethical and does not align with best practices for API usage and integration.

Additionally, after exploring these undocumented APIs through networks tab the endpoint for sending messages from the visitor side to the agent side may involve WebSockets or Pub/Sub, which makes it even more difficult to implement these internal APIs of HubSpot through network exploration.

We also tried to contact with one of the Hub spot developer through discussion forum of Hub spot and discussed our use case and problem with them.After discussion it is concluded that there are no apis supported to meet our requirement's mentioned above.
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