HubSpot now offers a Chrome extension to handle calls through the Aircall CTI integration. This article explains how to install and configure the HubSpot Sales Chrome Extension for placing and receiving calls using it.

Why this change affects you

The HubSpot Sales Chrome Extension is now offered for those customers that are not happy with the external window experience for the CTI to load and function.

Installing and configuring the extension

Steps:

  1. Install the HubSpot Sales extension from the Chrome Web Store.
  2. Once installed, click the extension icon in your browser toolbar to open it.
  3. Go to the Calling section within the extension settings.

  4. Enable the Enable calling toggle. This activates the embedded CTI inside HubSpot.

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  5. Grant microphone permission to the extension. Without this, calls will not connect in either direction. See Configuring Google Chrome permissions for more guidance.
  6. Refresh HubSpot. The CTI should now load and function correctly.
Important: Microphone permission must be granted to the extension before you attempt to place or receive calls. This is the most common cause of calls failing after installation.

What the Enable calling toggle controls

The Enable calling toggle in the extension settings determines how the CTI is displayed:

  • Toggle ON: calls are handled through the embedded CTI inside HubSpot.
  • Toggle OFF: calls are handled through the external CTI.

Make sure the toggle is set to ON before attempting to use the Aircall CTI.

Switching between the embedded and the internal + external window CTI

While HubSpot is still rolling out this change, you can switch between the embedded (new) and the internal + external window (old) CTI by toggling Enable calling. The steps depend on which direction you're switching.

From internal + external windows (old) to embedded (new)

Steps:

  1. Open the extension and turn Enable calling ON.
  2. Refresh HubSpot. The embedded CTI will load without the external window, i.e. the new experience.

From embedded (new) back to internal + external windows (old)

Steps:

  1. Open the extension and turn Enable calling OFF.
  2. Go to chrome://extensions, disable the HubSpot Sales extension, and then enable it again to refresh the extension.
  3. Refresh HubSpot. The internal and external windows will return.
Note: Simply refreshing HubSpot after turning the toggle OFF is not enough to return to the old experience. The extension itself must be reloaded.

Accessing workspace settings when the extension is enabled

When the HubSpot Sales Chrome Extension is enabled and calls are handled through the embedded CTI, the workspace settings are no longer accessible from the CTI itself. These settings were previously available only through the external CTI window, which no longer opens in this experience.

To access the workspace settings, open the Aircall web app or the Aircall desktop app and manage them from there.

FAQs

Will the external CTI window still work?

Yes. HubSpot has not removed the external CTI window. The HubSpot Sales Chrome Extension is an opt-in way to place and receive calls through the Aircall CTI integration.

I installed the extension but calls still aren't connecting. What should I check?

The most common cause is a missing microphone permission. Open your browser settings, locate the HubSpot Sales extension, and confirm microphone access is granted. Refer to Configuring Google Chrome permissions for step-by-step instructions. Once permission is granted, refresh HubSpot and try again.

Do all team members need to install the extension?

Yes. Any user who wants not to experience the external window constraint to perform calls through the Aircall CTI in HubSpot must install the extension individually on their Chrome browser.