This article helps you diagnose and resolve problems with the Aircall calling window (CTI) inside HubSpot. In most cases, these behaviors come from the Aircall CTI not being properly registered as the active calling provider in your browser session, rather than from a problem with your Aircall account or your HubSpot integration itself. The steps below help you confirm that and get the CTI working again.

Note: The Aircall CTI within HubSpot is only compatible with Google Chrome. If you're using a different browser, switch to Chrome before working through the steps below.

Symptoms

You may be experiencing this issue if you notice one or more of the following inside HubSpot:

  • Click-to-dial doesn't pre-fill the number. You click a phone number in HubSpot, but the Aircall dialer doesn't receive it and no call is started.
  • The call window closes when you answer. An incoming call opens the Aircall window, but the window disappears the moment you click Answer. The call may still connect in Aircall Workspace even though the CTI window has closed.
  • The CTI appears stuck or loading. The Aircall panel in HubSpot never reaches a fully ready state, even though you're signed in and connected elsewhere.
Tip: If calling works normally in Aircall Workspace but not from within HubSpot, the issue is almost always with the browser environment where HubSpot and the CTI are running, rather than with your Aircall account.

How to isolate the cause

Before changing any settings, a quick cross-test tells you whether the problem is tied to the machine or browser, or to the Aircall account.

Steps:

  1. Sign in to HubSpot and Aircall on a different computer with the same user. If it works there, the issue is specific to the original machine.
  2. Have a colleague sign in on the affected machine with their own account. If they have the same problem, the issue is with the machine or browser rather than any single account.
  3. If both tests point to one specific machine, work through the resolution steps below on that machine.

Resolution steps

Work through these in order. Most cases are resolved by the browser-environment steps.

Steps:

  1. Confirm Aircall is set as the calling provider in HubSpot. In HubSpot, open Settings > Objects > Calling (or Settings > Calling) and confirm that Aircall is listed and selected as a calling provider. You can also check this from inside the calling window itself: click the phone icon in HubSpot's top bar, select Change provider, and confirm Aircall is selected. 

    For more details about accessing and using the CTI, please see our article Using your Aircall CTI within HubSpot. If Aircall is missing from the list entirely, the integration may need to be reconnected from the Aircall Dashboard, please see Installing your HubSpot integration.

  2. Allow third-party cookies for HubSpot. The Aircall CTI runs inside HubSpot and relies on third-party cookies to stay connected. In your browser settings, allow third-party cookies for HubSpot (or disable any "block third-party cookies" setting), then reload HubSpot.
  3. Disable pop-up blocking for HubSpot. A pop-up blocker can prevent the Aircall call window from opening or staying open. Allow pop-ups for your HubSpot domain in the browser settings, and check that no separate pop-up-blocking extension is active.
  4. Rule out a browser extension conflict. Browser extensions (ad blockers, privacy tools, security add-ons) can interfere with the CTI. Test with all extensions disabled, or open HubSpot in a private or incognito window, where extensions are off by default. If it works there, re-enable extensions one at a time to find the culprit.
  5. Try a fresh browser profile. If disabling extensions doesn't help, create a new browser profile and sign in to HubSpot and Aircall from it. If the CTI works in the new profile, the issue is tied to settings in the original profile rather than the browser installation itself. This is a faster fix than a full reinstall.
  6. Update or reinstall your browser. Make sure your browser is on the latest version. If the problem persists after all the steps above, a full reinstall of the browser on the affected machine can clear a corrupted installation.
  7. Check that security software isn't blocking Aircall. Some antivirus or endpoint-security tools block Aircall from running inside HubSpot. Ask your IT team to confirm that Aircall is allowed within HubSpot and that no web-filtering rule is interfering.
  8. Consider the HubSpot Sales Chrome Extension. If the issue is tied to the external calling window, for example the window closing or failing to stay open, this extension offers an embedded CTI that loads directly inside HubSpot without a separate pop-out window, avoiding the pop-up and external-window problems above entirely. For setup steps, please see
Note: HubSpot's calling architecture uses two parts: the panel embedded inside HubSpot, and a separate pop-out Calling Window that manages the actual call. If a pop-up blocker targets that second window, the call can keep running while the visible window disappears, which is what produces the "window closes when you answer" symptom. Learn more in our article HubSpot CTI update: What you need to know.
Note: If you switch to the Chrome extension and calls still don't connect, check that microphone permission has been granted to the extension, this is the most common cause of call failures after installing it. Please see Setting up the HubSpot Sales Chrome Extension for Aircall CTI for details.

Keep working while you troubleshoot

To avoid any interruption to your calls while the browser issue is being resolved, you can use Aircall directly from the desktop app or from workspace.aircall.io in a separate tab. Calling functionality there is unaffected by the HubSpot CTI issue.

Still not working?

If you've completed all the steps above and the CTI still isn't working, contact Aircall Support with the following details so we can investigate faster:

  • The affected user's email address and the approximate date and time of a recent failed call.
  • Which symptom you're seeing (click-to-dial not passing the number, call window closing on answer, or CTI stuck).
  • The browser and version, and whether the issue happens on one machine only or several.
  • The results of the cross-test in the "How to isolate the cause" section, if you ran it.