Purpose
To establish a seamless integration between HubSpot and RXNT that streamlines patient acquisition and booked appointments. This integration synchronizes contacts and key demographic data from HubSpot to RXNT, enabling the automatic creation of patient records and improving workflow efficiency. Once synced patients book an appointment in RXNT, that information syncs back to HubSpot for detailed reporting.
Integration requirements
- HubSpot account must be Enterprise level to utilize this integration.
- Must have RXNT Scheduling product to utilize this integration.
- Must have RXNT interface username and password established before installing the app from the HubSpot Marketplace.
-
The user installing the app from the HubSpot Marketplace must be a Super Admin user.
- Important: the HubSpot user who installs the RXNT app from the HubSpot marketplace will be the contact who receives any integration failure emails, such as integration authorization or patient sync failures.
Installation
RXNT
Create a staff user that will be used strictly for the interface, then email integration@rxnt.com the username of the interface user, and request that we enable it as an interface user.
HubSpot
To begin using the integration, please Submit a Request.
Data elements that sync between HubSpot and RXNT
The following fields are mapped from HubSpot to RXNT:
| HubSpot | RXNT Patient Field | Required |
|---|---|---|
| First Name | First Name | Yes |
| Last Name | Last Name | Yes |
| Date of Birth | DOB | Yes |
| Sex | Patient Sex | No |
| No | ||
| Phone Number | Cell Phone | No |
| Street Address | Address 1 | No |
| City | City | No |
| State/Region | State | No |
| Zip Code | Zip | No |
The following fields are mapped from RXNT to HubSpot:
| RXNT Field | HubSpot | Required |
|---|---|---|
| Appointment Date | Appointment Date | Yes |
| Appointment Time | Appointment Time | Yes |
| Provider | Provider | Yes |
| Appointment Type | Appointment Type | Yes |
| Location | Location | Yes |
| Appointment Status | Appointment Status | Yes |
| Appointment ID | Appointment ID | Syncs Automatically |
Helpful tips
Contact layout in HubSpot
It’s recommended to add all fields utilized by the integration to the main Contact screen in HubSpot, ensuring easy access.
Steps to do so:
- In HubSpot, go to Settings > Properties > Contact properties.
- Search for “RXNT” or filter by the RXNT group.
- If properties exist but aren’t visible on records, customize your contact record layout: Actions > Edit record view and add the RXNT properties.
Sync Failures
The user who installs the integration in HubSpot will be the individual who receives any integration failure emails when a patient fails to sync to RXNT.
Practice Admin users in RXNT will receive emails for appointments that fail to sync from RXNT to HubSpot.
Using the integration
How to sync patients
A Contact in HubSpot is the equivalent of a patient in RXNT. To sync a patient from HubSpot to RXNT, locate the Contact in HubSpot, ensure the First Name, Last Name, and Date of Birth are entered, and adjust the Lifecycle Stage to Customer.
The initial sync for a Contact will create a new patient in RXNT. Once the patient is successfully created by the integration, any future syncs for that Contact will sync data updates to the existing patient in RXNT.
How to re-sync patients
To re-sync a patient from HubSpot to RXNT, locate the Contact in HubSpot, and adjust the Lifecycle Stage away from Customer, then back to Customer to initiate the sync again with any changes.
How to sync appointments
To sync an appointment from RXNT to HubSpot, locate the patient in RXNT (the patient must have originated from the HubSpot integration) and create and save an appointment. Any updates to the appointment, such as Appointment Status, will sync to HubSpot when the appointment is saved.
Common issues and resolutions
Contact not syncing to RXNT
If the integration fails to sync a patient from HubSpot to RXNT, the user who installed the app will be notified via email with the name of the patient and the time the failure occurred (in UTC time). To try the sync again, locate the Contact in HubSpot, review key data elements and ensure all data is correct and all required fields are provided (First, Last, Date of Birth), adjust the Lifecycle Stage away from Customer, then back to Customer to initiate the sync again with any changes.
Resolution:
- Verify lifecycle stage — Confirm it is set to Customer. Only this stage triggers a sync.
- Check required fields — First Name, Last Name, and Date of Birth (RXNT group) must all be populated.
- Check address completeness — If any address field is filled, then City, State Code, and Zip Code all become required to ensure a full address has been provided.
- Check field length limits — First Name: 50 chars, Last Name: 61, Email: 80, Zip: 5, Street Address: 100.
- Check your inbox — Error notification emails are sent to the user who installed the app.
- Re-trigger the sync — Change lifecycle stage away from Customer, save, then set it back to Customer.
Authentication failed during setup
Error message such as “Authentication failed” or “Invalid RXNT credentials” after entering credentials.
Resolution:
- Verify your RXNT interface username and password by logging into RXNT directly.
- Ensure your RXNT account is active and not locked or suspended.
- Confirm you are using RXNT interface credentials, not HubSpot credentials.
- If your RXNT password was recently changed, use the updated password.
- Clear your browser cache and try again.
Authentication failure email received
If the integration authentication fails, the user who installed the app will be notified via email. This likely means that the password for the interface account used to set up the app has changed, and needs to be re-entered to again authorize the application. Follow the Authorize link in the email to re-enter the interface account password to re-authenticate the integration.
If HubSpot authentication failed
- Go to the RXNT integration page from the HubSpot marketplace and reinstall the app.
- Complete the HubSpot OAuth authorization again.
- Re-enter your RXNT interface credentials on the authentication page.
If RXNT authentication failed
- Confirm your RXNT account is active and the interface password has not changed.
- If your password changed, reinstall the app and re-authenticate with new credentials.
Custom RXNT properties missing in HubSpot
Sex and Date of Birth fields under the RXNT property group are not visible on contact records.
Resolution:
- Go to Settings > Properties > Contact properties.
- Search for “RXNT” or filter by the RXNT group.
- If properties exist but aren’t visible on records, customize your contact record layout: Actions > Edit record view and add the RXNT properties.
- If properties don’t exist at all, uninstall the app from Settings > Integrations > Connected Apps, then reinstall.
OAuth authorization error during installation
HubSpot returns an error or redirects back to the install page after clicking Install App.
Resolution:
- Ensure you are logged in with Admin or Super Admin permissions.
- Select the correct HubSpot account if you have multiple.
- Do not decline any permission scopes — all are required.
Duplicate patient records in RXNT
The same HubSpot contact appears as multiple patient records in RXNT.
Each contact is linked via a unique external reference ID (hubspot_<contactId>). Duplicates should not normally occur.
Resolution:
- Check if the same person exists as multiple contacts in HubSpot (different contact IDs).
Sync delay
Lifecycle stage changed to Customer but patient record hasn’t appeared in RXNT yet.
Resolution:
- The sync typically completes within seconds. Wait 2–3 minutes before investigating.
- Check your email for error notifications about the specific contact. The user who installed the app will receive error notifications.
- Verify the contact contains all required fields and validation criteria.
- If no error email was received and the patient hasn’t appeared after 5 minutes, email support@rxnt.com with the HubSpot contact ID, patient name, and approximate time of the change.
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