Overview

When using the Aircall and HubSpot integration, you may notice that some calls are associated with tickets or contacts that are not related to the actual conversation. This behavior is typically caused by HubSpot settings rather than the Aircall integration itself.

This article explains why this happens and how to identify and resolve the issue.

Symptom

Calls logged by Aircall in HubSpot are associated with:

  • Unrelated contacts
  • Unrelated tickets

These associations do not reflect the actual participants or context of the call.

Cause

Important: This behavior usually occurs when HubSpot’s Automatic Associations feature is enabled.

When Automatic Associations are turned on, HubSpot may automatically link calls to additional contacts or tickets based on its internal logic, even if those records are not directly related to the call.

Solution

Check the association update source

First, confirm whether the association was created by Aircall or by HubSpot automation.

Steps:

  1. In HubSpot, open the contact or ticket where the call is incorrectly associated.
  2. Click Actions.
  3. Select View association history.
  4. In the Object dropdown, select Call.
  5. Locate the call association event and review the Source column.

Interpret the source value:

  • Updated via API: The association was created by the Aircall and HubSpot integration.
  • Internal Automation: The association was created by HubSpot, not by Aircall.
Note: Aircall associations are always labeled as "Updated via API". Any association labeled "Internal Automation" originates from HubSpot.

Turn off automatic associations in HubSpot

If the association source is Internal Automation, disable HubSpot’s Automatic Associations feature.

Steps:

  1. In HubSpot, go to Settings.
  2. Navigate to Tools > Calling > Automatic Associations.
  3. Uncheck Link associated objects to recorded calls with HubSpot AI.
Tip: Disabling Automatic Associations helps prevent HubSpot from linking calls to unrelated contacts or tickets.

Still experiencing the issue?

If calls continue to be associated incorrectly after disabling Automatic Associations, contact Aircall Customer Support for further assistance.

Summary

Unrelated call associations in HubSpot are most often caused by HubSpot Automatic Associations, not the Aircall integration. Reviewing the association history and disabling this feature typically resolves the issue and ensures calls are linked only to the appropriate records.