BluePoint ATM — HubSpot Gravity Form Sync Failure
Overview
BluePoint ATM's website contact form (WordPress Gravity Form) is not automatically syncing submissions to HubSpot. As a result, new leads arriving via the website are not being captured in the CRM unless manually entered. This was confirmed by live testing during the [1] December 2025 marketing sync.
A secondary issue was also identified: the automated reply email triggered by form submission is severely delayed — a test submission at ~3:00 PM did not generate a reply until midnight (~9 hours later).
Symptoms
- No automatic contact creation: When a prospect submits the "Contact Us" form on the BluePoint ATM website, no corresponding contact record is created in HubSpot.
- Manual workaround in use: Wade Zirkle is manually emailing leads back, which causes HubSpot to create a contact record via the Gmail integration — but this loses the original inquiry context and source attribution.
- Delayed automated reply: The confirmation/reply email sent to the form submitter is taking up to 9 hours to arrive, creating a poor first impression for inbound leads.
- Form submissions visible in HubSpot but not syncing: HubSpot shows the Gravity Form as a non-HubSpot form with 57 recorded submissions, indicating the form is partially connected but not creating contacts.
Root Cause (Suspected)
The WordPress Gravity Form is connected to HubSpot at a surface level (submissions are logged), but the integration is not configured to create or update Contact records in HubSpot on submission. This is likely a misconfiguration in either:
- The Gravity Forms HubSpot Add-On field mapping or contact creation settings, or
- The HubSpot non-native form settings (the form appears as a "non-HubSpot form" in the HubSpot Forms dashboard, which may mean contact creation is disabled).
A contributing factor: the Asymmetric team member (Melissa) had only a Core seat in HubSpot and lacked Super Admin access to investigate or remediate the integration settings. A former team member (Chris Ostergaard) held the Super Admin seat and had been managing HubSpot work; his departure left the integration unmonitored.
Actions Taken (December 2025)
| Action | Owner | Status |
|---|---|---|
| Wade granted Melissa Cusumano Super Admin access in HubSpot | Wade Zirkle | ✅ Done (during call) |
| Chris Ostergaard's HubSpot user deactivated | Wade Zirkle | ✅ Done (during call) |
| Investigate WordPress ↔ HubSpot connection and fix form sync | Melissa Cusumano | 🔲 Pending |
| Investigate and resolve automated reply email delay | Melissa Cusumano | 🔲 Pending |
| Restore Chuck (salesgrowthmd.com) HubSpot access | Wade / Mike | 🔲 Pending |
Investigation Notes
- In HubSpot, navigate to Marketing → Forms to view non-HubSpot forms. The Gravity Form appears there with submission counts, confirming partial connectivity.
- Check the Gravity Forms HubSpot Add-On settings in WordPress wp-admin to verify field mappings and whether "Create/Update Contact" is enabled on submission.
- The automated reply delay may be governed by a HubSpot workflow or a Gravity Forms notification — check both for misconfigured send timing or queue issues.
- HubSpot seat constraints have been a recurring obstacle for the Asymmetric team. Super Admin access is now restored to Melissa; this should be maintained going forward.
Business Impact
- Inbound leads from the website are not being tracked in the CRM, breaking the lead attribution chain.
- Sales follow-up relies on manual memory and email threading rather than CRM records.
- The 9-hour reply delay means prospects may receive a human response from Wade before the automated acknowledgment arrives — undermining the purpose of the automation.
- Source data (how a lead found BluePoint ATM) is lost when contacts are created via manual email reply rather than form submission.
Related
- [2]
- [3]
- [4]