FAQs

Here are some frequently asked questions about Tourial's Hubspot Integration

Lead Form FAQs

We have our HubSpot form set to block free email providers. How do I set that in our Tourial form as well?
- On the email field, be sure to select "Email (non-generic)" from the Field Type dropdown menu. This uses the same list of blocked providers as HubSpot. There won't be an error message, however, so we suggest naming that field something like "Work Email" or "Business Email" so it's clear.
Do UTMs pass through the Tourial form to HubSpot if a Tour is embedded on a page that has UTMs appended to the page URL?
- Yes, UTMs are passed down from the parent page to the embedded Tour if you are using our Tourial embed code and not something custom.
Will forms auto-populate data if a contact is known in our HubSpot database?
- No, Tourial forms do not currently reference HubSpot databases to auto-populate a form. For example, if you have a short gate to access your Tour and then a separate demo form at the end or in the nav, that second form will not auto-populate the person's details from the first form.
Why isn't my Hubspot form showing up in the pick-list when pulling in via the integration?
- Hubspot doesn't allow us to submit to forms that have CAPTCHA turned on. You have to turn CAPTCHA OFF on the form, but you can enable CAPTCHA on the form within Tourial. See screenshot below for where to turn off CAPTCHA in HubSpot
Why are HubSpot form submissions showing up as "unidentified form"?
- A HubSpot form submitted through a tour may show up as "unidentified form" in HubSpot because the submission is being sent through the Tourial servers to HubSpot via an API, rather than directly to HubSpot. Because they are not direct submissions, such as a submission from a HubSpot form embedded on a webpage, they are considered "non-HubSpot forms" and labeled as "unidentified". This is a known occurrence within HubSpot. You can work around this by disabling "non-HS form submissions" within your HubSpot form settings. Doing so will prevent the Tourial-submitted HubSpot forms from coming through as unidentified. Please note, this is a universal setting. If you have other non-HubSpot forms that feed into HubSpot (e.g. Jotform, Google Form, etc), those submissions will be disabled . If the only non-HubSpot forms you are using are the ones in your tours, turning this setting off will prevent those lead submissions from being categorized as having come from an unidentified form.

Engagement Data FAQs

How is Hubspot identifying the "known" contacts on ungated tours?
- We use HubSpot cookies. So if the cookie has been identified, then it's a known contact, otherwise, the data is still tracked to that cookie for if/when that cookie becomes identified in the future. Typically the process for converting an anonymous visitor to a known lead is through a form. Form submissions attach the HubSpot cookie to associate the cookie with the visitor.
Can HubSpot forget a cookied visitor?
- This is dependent on the user's browser. If someone clears their cookies they are no longer known until they identify themselves again.
Can we set up an automation to gate a Tourial only when a contact is unknown? (i.e. - keep them ungated for known contacts and gated for unknown)
- Not at this time.
If a website visitor declines cookies, will they still be known in HubSpot?
- If there is no HubSpot cookie, they cannot be tracked, so Tourial Engagement Data would not be sent to HubSpot.
How often is Tourial Engagement Data sent to HubSpot?
- We send the data to Hubspot with every session. There are a lot of options for your to filter, create lists, or build workflows in Hubspot based on Engagement Data.
Is Engagement Data retroactive for visitors that aren't currently in our HubSpot database?
- Activity does retroactively update a contact record if they were cookied and interacted with a tour prior to becoming identified.
  Say someone isn't known in HubSpot, but they're cookied and view a tour. Three days later they convert through a form submission and become a contact in HubSpot. The Tourial Engagement Data captured earlier will be visible on that contact record.
How does the Tourial <> HubSpot form integration work?
- First, you create a HubSpot form for your tour (this could be an existing form or a new one specific to your tours). Then, in the Tourial builder, after selecting Forms, you'll connect your HubSpot form to Tourial and your form fields will import.
So then Tourial has the ability to capture PII Information?
- PII is Personal Identifiable Information – we only store PII for customers that create tours within the builder (because you create a Tourial account). As far as any lead data collected through a form in a tour, we collect this info and pass it to HubSpot, and then HubSpot stores it. But, we do not store that information.

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Lead Form FAQs

We have our HubSpot form set to block free email providers. How do I set that in our Tourial form as well?

On the email field, be sure to select "Email (non-generic)" from the Field Type dropdown menu. This uses the same list of blocked providers as HubSpot. There won't be an error message, however, so we suggest naming that field something like "Work Email" or "Business Email" so it's clear.

Do UTMs pass through the Tourial form to HubSpot if a Tour is embedded on a page that has UTMs appended to the page URL?

Yes, UTMs are passed down from the parent page to the embedded Tour if you are using our Tourial embed code and not something custom.

Will forms auto-populate data if a contact is known in our HubSpot database?

No, Tourial forms do not currently reference HubSpot databases to auto-populate a form. For example, if you have a short gate to access your Tour and then a separate demo form at the end or in the nav, that second form will not auto-populate the person's details from the first form.

Why isn't my Hubspot form showing up in the pick-list when pulling in via the integration?

Hubspot doesn't allow us to submit to forms that have CAPTCHA turned on. You have to turn CAPTCHA OFF on the form, but you can enable CAPTCHA on the form within Tourial. See screenshot below for where to turn off CAPTCHA in HubSpot

Why are HubSpot form submissions showing up as "unidentified form"?

A HubSpot form submitted through a tour may show up as "unidentified form" in HubSpot because the submission is being sent through the Tourial servers to HubSpot via an API, rather than directly to HubSpot. Because they are not direct submissions, such as a submission from a HubSpot form embedded on a webpage, they are considered "non-HubSpot forms" and labeled as "unidentified". This is a known occurrence within HubSpot. You can work around this by disabling "non-HS form submissions" within your HubSpot form settings. Doing so will prevent the Tourial-submitted HubSpot forms from coming through as unidentified. Please note, this is a universal setting. If you have other non-HubSpot forms that feed into HubSpot (e.g. Jotform, Google Form, etc), those submissions will be disabled . If the only non-HubSpot forms you are using are the ones in your tours, turning this setting off will prevent those lead submissions from being categorized as having come from an unidentified form.

Engagement Data FAQs

How is Hubspot identifying the "known" contacts on ungated tours?

We use HubSpot cookies. So if the cookie has been identified, then it's a known contact, otherwise, the data is still tracked to that cookie for if/when that cookie becomes identified in the future. Typically the process for converting an anonymous visitor to a known lead is through a form. Form submissions attach the HubSpot cookie to associate the cookie with the visitor.

Can HubSpot forget a cookied visitor?

This is dependent on the user's browser. If someone clears their cookies they are no longer known until they identify themselves again.

Can we set up an automation to gate a Tourial only when a contact is unknown? (i.e. - keep them ungated for known contacts and gated for unknown)

Not at this time.

If a website visitor declines cookies, will they still be known in HubSpot?

If there is no HubSpot cookie, they cannot be tracked, so Tourial Engagement Data would not be sent to HubSpot.

How often is Tourial Engagement Data sent to HubSpot?

We send the data to Hubspot with every session. There are a lot of options for your to filter, create lists, or build workflows in Hubspot based on Engagement Data.

Is Engagement Data retroactive for visitors that aren't currently in our HubSpot database?

Activity does retroactively update a contact record if they were cookied and interacted with a tour prior to becoming identified.
Say someone isn't known in HubSpot, but they're cookied and view a tour. Three days later they convert through a form submission and become a contact in HubSpot. The Tourial Engagement Data captured earlier will be visible on that contact record.

How does the Tourial <> HubSpot form integration work?

First, you create a HubSpot form for your tour (this could be an existing form or a new one specific to your tours). Then, in the Tourial builder, after selecting Forms, you'll connect your HubSpot form to Tourial and your form fields will import.

So then Tourial has the ability to capture PII Information?

PII is Personal Identifiable Information – we only store PII for customers that create tours within the builder (because you create a Tourial account). As far as any lead data collected through a form in a tour, we collect this info and pass it to HubSpot, and then HubSpot stores it. But, we do not store that information.