The Custom outcome section on the Aircall-HubSpot integration allows users to map Aircall Tags to HubSpot call outcomes dynamically.

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Overview

By mapping tags to outcomes, you can automatically update the HubSpot call outcome based on which tag is applied to a call. This ensures your CRM reflects the most accurate call results without requiring manual edits.

For example:
If the HubSpot outcome for answered outbound calls is normally Connected, but you map the Aircall tag Bad call to the HubSpot outcome No answer, any answered outbound call tagged with Bad call will be logged in HubSpot as No answer.

Note: Only one outcome is applied per call activity or engagement in HubSpot.

How it works

The mapping is dynamic, meaning that the available lists of Aircall Tags and HubSpot Call Outcomes automatically update when changes occur in either platform. If new outcomes are added or removed in HubSpot, these updates will be reflected in the Aircall Dashboard.

Setting up custom outcomes

Steps:

  1. Go to Aircall Dashboard > Integrations & API
  2. Select Hubspot in the Integrations view and then click the Settings tab.
  3. Locate the Custom outcomes section.
  4. Click Add outcome rule.
  5. Choose one Aircall Tag from the predefined list.
  6. Map it to a HubSpot Call Outcome (default or custom).
  7. Save your changes.

Once the rule is active, any call that receives the selected tag will automatically adopt the mapped HubSpot call outcome when it is logged.

Tip: Use descriptive tags that match your team’s reporting needs (e.g., “Left voicemail,” “Disconnected,” “Qualified lead”).

Behavior rules

  • If a tag is not mapped to a HubSpot call outcome, the default outcome configured in the Call Outcome section will apply.
  • If a mapped tag is removed from a call, the call will revert to its default HubSpot outcome.
  • If a call includes multiple tags, and more than one is mapped to different HubSpot outcomes, the system will use the default outcome.

Important notes

  • When a mapped tag is added during a call, the mapped outcome will only appear in HubSpot after the call ends.
  • Deleting a mapping does not update the outcomes of already logged activities in HubSpot.
  • If a mapped tag is deleted in Aircall, it will appear as “Deleted tag” in the mapping list, and past logged outcomes in HubSpot will remain unchanged.
  • There is a one-hour delay for deletion synchronization. If a mapped outcome is deleted in HubSpot, it may still be applied to call logs for up to one hour.
  • Similarly, new or updated HubSpot outcomes may take up to one hour to become active in Aircall after mapping.