How to check why a call is associated with multiple contacts in HubSpot

Overview

HubSpot allows a single call to be associated with multiple contacts. However, the Aircall integration associates each call with only one contact. If you notice a call linked to multiple contacts in HubSpot, you can review the association history to understand how and why those associations were created.

This article explains how to identify all associated contacts, review the association source, and disable automatic associations if needed.

Check whether a call is associated with multiple contacts

You can verify call associations directly from a contact record.

Steps

1. Open one of the contact records associated with the call.

2. Scroll to the Call activity on the contact timeline.

3. Click Associations at the bottom of the call activity.

This view shows all contacts associated with that call.

Understand why a call is associated with multiple contacts

Step 1: Open each associated contact record

For each contact linked to the call:

1. Log in to HubSpot.

2. Navigate to Contacts.

3. Use the search bar to find and open the relevant contact record.

Step 2: View the association history

From the contact record:

1. Click Actions in the top right corner.

2. Select View association history from the dropdown menu.

This opens the Association history page for that contact.

Step 3: Filter the association history by calls

On the Association history page:

1. Locate the Select an object dropdown.

2. Choose Call.

The page now displays all calls associated with this contact.

Step 4: Identify the source of the call association

Review the Source column for each call listed.

• If the source is Updated via API, the call was associated by Aircall through the HubSpot integration.

• If the source is not Updated via API, the association was created by another HubSpot feature or process, not by Aircall.

Note: Aircall can only associate a call with one contact. Any additional associations are created by HubSpot.

Step 5: Investigate non Aircall associations

If the call was associated by a source other than Aircall, contact HubSpot Support for more details. They can help determine which feature or automation created the association.

Automatic associations in HubSpot

HubSpot offers an Automatic Associations feature that can automatically link calls to multiple objects.

Important: Automatic Associations are available only for Sales Hub or Service Hub Professional and Enterprise accounts.

If this feature is enabled, it may be responsible for the additional call associations.

Disable automatic associations

To turn off automatic call associations:

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 can help ensure call records remain associated only with the intended contact.

Summary

If a call is associated with multiple contacts in HubSpot, reviewing the association history allows you to identify the source of each association. Calls marked as Updated via API were associated by Aircall, while all others originate from HubSpot features such as Automatic Associations. Adjusting these settings can help you maintain accurate call records.