HubSpot

info

The HubSpot integration allows Karla to provide your HubSpot account with triggers of any sort, like shipment notifications or claims.

Steps

1. Open HubSpot & navigate to Settings

Navigate to your HubSpot instance and click on the Settings gear icon in the main navigation bar.

2. Create a Private App

In the left sidebar, navigate to Integrations → Legacy Apps.

Click on Create

Click on Private

Fill the Basic Info

Add the required scopes

• Contact Management: read contact profiles to match customers
• Event Tracking: send custom events to your HubSpot account

These permissions are mandatory to have the minimum notification functionality working:

• crm.objects.contacts.read: will read contact emails to match delivery events
• behavioral_events.event_definitions.read_write: will create karla_* custom events

note

The exact naming and location of scopes may vary slightly based on your HubSpot version. Look for scopes related to:

• Reading contacts/CRM data
• Sending behavioral or custom events

Skip the Webhooks section and click on Create app at the top.

Once you click on Continue creating, go to the Auth tab, Show Token and Copy the Access Token.

3. Set up the Private App Access Token in Karla

After selecting the scopes, click on Create app and confirm. HubSpot will generate a Private App Access Token.

Copy the access token from the generated credentials.

In our portal, navigate to Settings > Integrations, and select HubSpot.

Paste the Private App Access Token and click on Save.

Once the key has been saved successfully, you can toggle the integration settings.

Security Note

• Treat this token like a password
• Only share it through secure channels
• You can regenerate the token anytime if needed

Building HubSpot Workflows

Our HubSpot integration will automatically create custom events prefixed with karla_ for all delivery journey events.

From there, you can create automation workflows relying on these events to configure your own email flows.

Workflow Priority Recommendations

To cover the most important delivery journey events, we recommend first creating workflows for the following event groups:

1. karla_shipment_in_transit
2. karla_shipment_carrier_delay
3. karla_shipment_damaged
4. karla_shipment_out_for_delivery
5. karla_shipment_delivered_all_events
6. karla_shipment_not_picked_up_returned
7. karla_shipment_failed_returned

By creating these 7 workflows you will be able to cover standard events happening for every order (karla_shipment_in_transit, karla_shipment_out_for_delivery), all delivered cases (karla_shipment_delivered_all_events) and the events that hopefully do not happen too often, but where it is most important to be proactive with your customers (karla_shipment_carrier_delay, karla_shipment_damaged, karla_shipment_not_picked_up_returned, karla_shipment_failed_returned).

Event Groups vs Webhook Refs

HubSpot uses namespaced event groups (like karla_shipment_delivered) while webhooks use ref patterns (like shipments/delivered/SUCCESSFULLY_DELIVERED). Event groups are business-friendly names that group multiple specific events for easier automation management.

For complete documentation, see: Events Reference →

Pickup Reminder Workflow

Create an automated workflow that triggers pickup reminders for packages delivered to parcel shops or lockers that haven't been collected within a specified timeframe.

Inserting the tracking page link

To include the tracking page link in your HubSpot transactional emails you should use personalization tokens with order_number and zip_code properties, so that your customers always receive their personalized link:

For emails triggered through HubSpot:

Karla events

Karla hosted tracking page

https://app.gokarla.io/track/slug?orderNumber={{ contact.order_number }}&zipCode={{ contact.zip_code }}&ref=karla

Embedded tracking page

https://yourshop.com/pages/tracking?orderNumber={{ contact.order_number }}&zipCode={{ contact.zip_code }}&ref=karla

Shipping Confirmation

Triggered by external events from your shop system.

Karla hosted tracking page

https://app.gokarla.io/track/slug?orderNumber={{ contact.order_number }}&zipCode={{ contact.shipping_zip }}&ref=karla

Embedded tracking page

https://yourshop.com/pages/tracking?orderNumber={{ contact.order_number }}&zipCode={{ contact.zip_code }}&ref=karla

tip

A slug is your unique identifier that represents your shop within the Karla system. This is used to properly route tracking information and ensure that shipment data is associated with the correct merchant account.

Testing the workflows

Once you've set up the workflows and the respective emails it is important you make sure that the integration is working as expected.

In the Email Template Editor go to Preview & Test functionality.

There make sure that in the contact data you see the information from the profiles from your shop and not from Karla's test events. These should be infos like customer name, order number, shipping address etc.

warning

You will see this information only after you have integrated your shop and HubSpot with Karla. More on shop integrations

If you want to see how your customers will receive the emails, you can send a test email to your email address.

Putting the workflows live

After you have tested your workflows, you can put them live upon the agreed go-live date.

warning

Make sure you have configured the proper sending settings and have disabled any frequency caps for transactional emails, so that all of your customers receive their shipping updates.

Event Groups

Karla provides the following event groups to your HubSpot instance for building workflows. These are business-friendly groupings that make it easier to create targeted campaigns without dealing with individual event names.

Event Groups vs Webhook Patterns

Event groups are specifically designed for HubSpot integration and are different from webhook ref patterns:

• Event Groups: Business-friendly names, prefixed by karla_ (e.g., karla_shipment_delivered)
• Webhook Refs: Technical identifiers (e.g., shipments/delivered/SUCCESSFULLY_DELIVERED)

For complete documentation of all events, ref patterns, and event groups, see: Events Reference →

Claims

For any processed claim (e.g. damaged package, package not found...). See Claims.

• karla_claim_created
• karla_claim_updated

Shipments

For any processed shipment update:

Event Group	Description	Use Case
karla_shipment_pre_transit	Package prepared for shipping	Confirmation emails
karla_shipment_in_transit	Package moving through network	Journey updates
karla_shipment_carrier_delay	Carrier-reported delays	Proactive communication
karla_shipment_damaged	Package damage reported	Customer service outreach
karla_shipment_out_for_delivery	Package out for delivery	Delivery notifications
karla_shipment_delivered	Successful delivery	Delivery confirmations
karla_shipment_delivered_all_events	All delivery variations	Comprehensive delivery flows
karla_shipment_delivered_to_letterbox	Delivered to letterbox	Specific delivery method
karla_shipment_delivered_to_neighbour	Delivered to neighbor	Neighbor delivery notification
karla_shipment_delivered_to_parcel_locker	Delivered to parcel locker	Pickup instructions
karla_shipment_delivered_to_parcel_shop	Delivered to pickup point	Pickup notifications
karla_shipment_delivery_failed	Delivery attempt failed	Retry communications
karla_shipment_delivery_failed_address_issue	Address problems	Address correction requests
karla_shipment_delivery_failed_forwarded_to_parcel_shop	Forwarded to pickup	Alternative pickup location
karla_shipment_delivery_second_attempt	Reattempting delivery	Second attempt notifications
karla_shipment_not_picked_up_then_returned	Not picked up, returned	Return notifications
karla_shipment_refused_then_returned	Customer refused package	Return processing
karla_shipment_failed_returned	Package returned to sender	Return confirmations
karla_shipment_picked_up	Successfully picked up	Pickup confirmations
karla_shipment_lost	Package lost in transit	Loss notification and next steps
karla_shipment_delayed_due_to_customer_request	Customer requested delay	Confirmation of delay request

Priority Guide for Workflows

High Priority (Essential workflows):

1. karla_shipment_in_transit - Keep customers informed
2. karla_shipment_out_for_delivery - Delivery readiness
3. karla_shipment_delivered - Delivery confirmation
4. karla_shipment_carrier_delay - Proactive communication
5. karla_shipment_delivered_all_events - Any delivery event

Medium Priority (Enhanced experience):

1. karla_shipment_delivered_to_parcel_shop - Pickup instructions
2. karla_shipment_delivery_failed - Retry coordination
3. karla_shipment_damaged - Customer service escalation

Lower Priority (Edge cases):

1. karla_shipment_not_picked_up_then_returned - Return processing
2. karla_shipment_failed_returned - Return confirmation
3. karla_claim_created - Claims management

Common Use Cases

Post-Delivery Review Request

Event Group: karla_shipment_delivered Timing: 2-3 days after delivery Content: Thank you message + review request

Pickup Reminder

Event Group: karla_shipment_delivered_to_parcel_shop Timing: Immediate + daily reminders Content: Pickup location, hours, deadline

Delivery Issue Resolution

Event Group: karla_shipment_delivery_failed Timing: Immediate Content: Failed reason, next steps, support link

Proactive Delay Communication

Event Group: karla_shipment_carrier_delay Timing: As soon as delay detected Content: New ETA, apology, compensation if applicable

Best Practices

1. Email Content Guidelines

• Be Specific: Reference the exact delivery status
• Include CTAs: Add tracking links and next steps
• Personalize: Use customer and order data available from the event
• Mobile-Optimize: Most tracking emails are read on mobile

2. Testing Recommendations

1. Test each event group workflow separately
2. Verify personalization tokens populate correctly
3. Check email rendering across devices
4. Monitor delivery rates and engagement

Troubleshooting

Events Not Triggering Emails

1. Verify event group name matches exactly (case-sensitive)
2. Check integration credentials are active
3. Confirm workflow is published in HubSpot
4. Test with Karla test events

Missing Data in Emails

1. Ensure all personalization tokens match the event properties
2. Check token syntax ({{ contact.field_name }})
3. Verify contact property mapping

Email Delivery Issues

1. Check HubSpot sending logs
2. Verify customer email addresses
3. Review spam folder placement
4. Check domain authentication (SPF/DKIM)

Cannot Find Private Apps Option

• Verify you have Super Admin permissions
• Check if your HubSpot subscription tier supports Private Apps
• Try looking under Settings → Integrations → API Key (for legacy setups)
• Contact HubSpot support to enable Private Apps for your account

Token Not Working

• Ensure you copied the complete token
• Verify the selected scopes match the requirements above
• Check that you're using your production account, not a test account
• Confirm the Private App is active (not deactivated)

Security Best Practices

• Rotate tokens periodically - You can regenerate the token in HubSpot without breaking the integration (just update it in Karla)
• Monitor app activity - HubSpot provides logs of API calls made by your Private App
• Limit scopes - Only grant the minimum required permissions listed above
• Use secure channels - Never share tokens via email or public channels

Support

• Karla Integration Support: [email protected]
• HubSpot Technical Support: Refer to your HubSpot account manager
• Technical Documentation: Karla Events

Next Steps

1. Identify which event groups align with your communication strategy
2. Create workflows for your priority events
3. Design and test email templates
4. Monitor performance and optimize