HubSpot Form Sync Issue — Bluepoint

Overview

Bluepoint reported that inbound leads from their website were not appearing in their HubSpot contacts. The issue was investigated live during the ^[1] and is most likely caused by a contact filter the client has applied in their HubSpot view — not a broken integration.

Status: Under investigation — Melissa to run formal test and guide client on filter settings.

What the Client Reported

Bluepoint (Wade and/or Mike) stated that website form submissions were not showing up in their HubSpot contacts list. They believed the integration was broken, despite having previously been told it was resolved.

Investigation Findings

During the call, Mark and Melissa pulled up Bluepoint's HubSpot account and inspected a contact record (a submission from a Hooters email domain) that had come in via a website form. Key findings:

Form submissions are being captured. The contact's activity timeline showed a clear Form Submission event, along with page view and lifecycle change events.
Attribution is working. The attribution pie chart showed correct source data (external page → website page).
The contact list view showed no active filters at the time of inspection, but the most likely explanation for the client's confusion is that they have a filter applied that shows only assigned contacts — causing unassigned inbound leads to be hidden from their default view.

"I can't truly imagine that there's forms being filled out that are not appearing... usually when somebody can't find something, there's a filter, or they've got some filter turned on, and that filter is keeping them from seeing the thing." — Mark Hope

A minor secondary issue was noted: the Source field on the contact's left-side panel was blank. The source should ideally be tagged as "Form" for clarity, though this is not the root cause of the client's complaint and is lower priority.

Root Cause Hypothesis

The client is likely filtering their contacts view to show only contacts assigned to them. Unassigned inbound leads would not appear under this filter, creating the impression that form submissions are not being captured.

Action Items

[ ] Melissa: Submit a test form on the Bluepoint website from an incognito window (to avoid session/cookie interference), then verify the submission appears in HubSpot contacts and the activity timeline.
[ ] Melissa: Check for active filters in Bluepoint's HubSpot contacts view (via "Advanced Filters") and confirm no ownership/assignment filter is hiding unassigned contacts.
[ ] Melissa: Walk Wade and/or Mike through how to check and clear their contact filters so they can see all inbound leads.
[ ] Melissa (low priority): Investigate why the Source field is not populating on the contact's left panel; there may be a hidden field that needs to be mapped.

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