Contact & company matching

Interhubz uses multiple matching strategies in priority order:

The system tries each strategy in order until a match is found.

Yes! Navigate to Connections → [Connection] → Matching → Contact Matching to:

Email matching works automatically out of the box. Phone and External ID matching require configuration in your matching settings.

Interhubz compares the email address from the Intercom contact to the email addresses in your HubSpot contacts:

Email normalization improves match accuracy by standardizing email formats:

Plus-Addressing Removal:

Gmail Dot Normalization:

Role/Disposable Detection:

Email normalization settings are configurable in Matching → Contact Matching → Email Normalization. You can enable or disable:

This is a collision. Interhubz uses a tie-breaker strategy (configurable):

Most Recent (default):

If still inconclusive, the collision is logged and you can resolve it manually.

Phone numbers are normalized to E.164 international format and compared across multiple HubSpot fields:

A match occurs if the normalized phone numbers are identical.

E.164 is the international phone number standard (e.g., +14155551234). All phone numbers are converted to this format before matching to ensure consistency regardless of how they're stored.

The system infers the country code from:

If your HubSpot phone numbers lack country codes, configure:

This allows matching of local-format numbers (e.g., (415) 555-1234) by applying your default country code.

Phone numbers can be stored in many formats:

Normalization ensures all these formats match correctly.

External ID matching lets you match contacts using custom property pairs between Intercom and HubSpot. This is useful when:

Navigate to Matching → Contact Matching and add property pairs:

Example Configuration:

Yes! Use dot notation for nested custom attributes:

Yes. You can configure multiple property pairs with priority ordering. The system tries each pair in order until a match is found.

Interhubz uses these strategies in priority order:

Domain matching extracts the registrable domain from a contact's email and searches for HubSpot companies with that domain:

Example:

Yes. Domain matching automatically skips free email providers:

This prevents incorrectly grouping all Gmail users into one company.

This is a collision. The system uses the tie-breaker strategy:

Most Recently Modified (default):

Yes. Navigate to Matching → Company Matching to configure:

A collision occurs when multiple HubSpot records match the same Intercom contact or company. This can happen with:

Interhubz uses configurable tie-breaker strategies:

Contact Collisions - Most Recent:

Company Collisions - Most Recently Modified:

If the tie-breaker strategy can't determine a winner, the collision is logged and the conversation may be skipped or routed to an alternate destination (based on your fallback configuration).

Yes. Collisions are logged in your activity logs. You can:

If no HubSpot contact or company is found, the system checks your Creation Policies:

Configure creation policies via: Matching → Creation Policies

Matching accuracy depends on your data quality:

High Accuracy Scenarios:

Lower Accuracy Scenarios:

We recommend regular data hygiene in both Intercom and HubSpot for best results.

Yes. The configuration snapshot included in each captured conversation shows the matching strategy and settings used at capture time.

Yes. In your matching configuration, you can:

Example: If you trust External ID matching more than email, move it to higher priority.

External ID matching supports any custom property pair. If you need to match based on a unique field:

Yes. Company matching works both:

The system tries both approaches based on your configuration.

Recommended Starting Configuration:

Contact Matching:

Company Matching:

Collision Resolution:

If your phone numbers are inconsistently formatted or missing country codes:

Poor phone data can cause false negatives (missed matches).

Check these common issues:

This means no match was found. Review:

Yes. After updating matching configuration: