Learn how to resolve issues where SMS messages sent or received in Aircall do not appear in HubSpot activity logs.

Symptom

SMS logs are missing from HubSpot, even though the Aircall–HubSpot integration is active and webhooks are correctly configured.

Cause

This issue usually occurs when the HubSpot user account that installed the Aircall integration does not have sufficient permissions.

When Aircall attempts to log an SMS, HubSpot’s server may respond with a BAD_REQUEST error indicating that the user lacks the required permissions.

Common error messages include: USER_DOES_NOT_HAVE_PERMISSIONS

Solution

To fix this issue, confirm that the HubSpot user account connected to Aircall has administrator privileges.

Steps:

  1. In HubSpot, go to Settings > Account Management > Users & Teams.

  2. Verify that the user account used to install the Aircall integration has admin rights.

  3. If permissions are missing, update the user’s access level to admin.

  4. If the issue continues after verifying permissions:

    • Disconnect the Aircall integration from both Aircall and HubSpot.

    • Reinstall the integration using an account with administrative privileges.

    • Reconnect your Aircall numbers as needed.

Tip: Reinstalling the integration ensures HubSpot grants all necessary permissions for logging calls, voicemails, and SMS messages.

Refer to the HubSpot integration guide for additional details on setting up and managing your Aircall integration: Installing Your HubSpot Integration.

Additional information