Aircall is updating its HubSpot CTI integration to ensure continued compatibility with HubSpot’s evolving platform. This change is necessary due to HubSpot's deprecation of the legacy calling system, and it aims to provide a more stable and seamless calling experience across both Sales CRM and Helpdesk.
Why is this update happening?
HubSpot is phasing out its legacy calling infrastructure by the end of August 2025. This affects all integrations, including Aircall’s CTI, which previously operated inside HubSpot pages.
What’s changing: the "Two-App" solution
To comply with HubSpot’s platform changes and offer a unified experience, Aircall is introducing a "Two-App" CTI architecture.
Components of the new CTI
In-page Aircall CTI (Remote Window): The dialer embedded directly in HubSpot. Think of it as the call control panel.
Aircall Calling Window (Background Service): A separate pop-out window that manages the actual call engine behind the scenes.
Together, these provide a seamless and stable experience, avoiding call drops while maintaining the ability to make and receive calls directly from within HubSpot.
Once released, both Sales CRM and Helpdesk users will have the same updated experience:
| User group | Current experience | New experience |
|---|---|---|
| Sales CRM | Old in-page CTI | In-page CTI + pop-out Calling Window |
| Helpdesk | Empty CTI + pop-out only | In-page CTI + pop-out Calling Window |
The new CTI includes core features like:
Making and receiving calls
Selecting numbers
In-call actions (mute, hold, transfer, etc.)
Call History
Setting availability
Features and user experience
The following features are available in this version of the HubSpot CTI integration:
SMS feature
- Send and receive SMS messages
- Access three views:
- All messages
- Open messages
- Assigned to you
Conversations feature
- When selecting an SMS, the conversation thread will be displayed in full.
| View | Description |
|---|---|
| Navigation bar – Displays key tabs such as Keypad, Calls, and Messages, allowing users to switch between communication views. | |
| Messages view – Shows all ongoing conversations and their statuses (e.g., unread messages, message types like WhatsApp or SMS). | |
| Conversations view – Displays message history with a specific contact, including missed calls and sent or received messages. |
Additional behavior details
- No notification dots appear on the Calls or Messages tabs. Users must open each tab to check for unread items.
- Message-level unread indicators remain visible within the message list.
- After a call ends, users are automatically redirected to the keypad page. This behavior is intentional, allowing the user to queue for their next call.
Previous CTI
New CTI
Why two apps?
HubSpot mandates this architecture for all calling providers—including its own. The two-app setup prevents call drops and supports stability across its multi-page platform.
What if I’m still using the old "Phone App" experience?
The new HubSpot CTI will only be available to users who have migrated to the Aircall Workspace (AW). If your account is still using the legacy Phone App, you will see 2 windows of the legacy phone.
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