Once your integration has been successfully installed, it will be time to configure your settings in the dashboard. You will be redirected to these settings after installing and can return at any point by clicking on the Integration tab in your Aircall Dashboard and selecting your HubSpot integration.
Integration Status and Connected numbers
You are able to Activate/Deactivate your Integration at any time. When the integration is Inactive, call logging and other functionality will be paused, but the integration will remain installed. Making your integration Inactive is a great way to temporarily pause the integration without having to uninstall and reinstall it, but please note any calls not logged during the time it is inactive will not retroactively log after it has been reactivated. Additionally, you are able to add or remove the numbers connected to the integration. Any numbers connected will log calls based on your other settings, and any numbers not connected will not.
For each call, we allow a call activity/engagement to be created, and allow you to choose the Call Outcome for that activity:
The possible outcomes are as follows:
Outbound answered call : Connected or None
Please note that outbound calls which connect to automated messages or voicemails will also be counted as “Answered.”
Outbound unanswered call: No answer or None
Please note that outbound calls are considered unanswered when the user hangs up without being connected to the contact, automated message, or voicemail of the number being called.
Outbound call to a contact already in a call: Busy or No answer or None
Outbound call to a wrong number : Wrong number or No answer or None
Please note a number is considered “wrong” when it is identified as being invalid or does not exist.
Inbound answered call: Connected or None
Missed incoming call without voicemail : No answer or None
Missed incoming call with voicemail : No answer or None or Left voicemail
⚠️ Please note that custom Outcomes are not supported by the Call Outcome settings of the Aircall-HubSpot integration. As an alternative, please feel free to make use of Aircall Tags to notate the outcome of your calls. For more information on reporting with Aircall Tags, please visit our article here. Alternatively, please read below for more options.
Custom Outcome Mapping
The Custom outcome section allows users to dynamically map Aircall Tags to HubSpot call outcomes.
The mapping options will include all available Aircall Tags and all available HubSpot Call Outcomes, including custom ones. Because the mapping is dynamic, when Call Outcomes are modified, added, or removed from HubSpot, the available list on the Aircall dashboard will update.
Users can click Add outcome rule to choose one tag from the predefined list and map it to a HubSpot call outcome, which will overrule the settings of the Call Outcome. For example if the HubSpot outcome for an answered outbound call is set to “connected”, but any call with the tag “bad call” is mapped to the HubSpot outcome “no answer” in this section, then an answered outbound call with the tag “bad call” will update to have the “no answer” outcome in HubSpot. Only one outcome is possible per call activity/engagement.
If a tag is not mapped to a HubSpot call outcome, then the setting from the Call Outcome section will apply. These settings also apply in the case that a mapped tag is removed from the call and the call no longer has an associated mapped tag.
If several tags are associated with a call and multiple of them are mapped to distinct HubSpot call outcomes, then the settings from the Call Outcome section will also apply.
⚠️ Please note:
- When a mapped tag is added during a call, the mapped outcome will be reflected in the logged activity only after the call has ended.
- After deleting a mapping, the outcomes of already logged activities in HubSpot will not change.
- If a mapped tag is deleted from Aircall, it will be shown as "Deleted tag" in the mapping settings and the outcomes of already logged activities in HubSpot will not change.
- There is a two hour delay for deletion of mapped outcomes. If a mapped custom outcome is deleted from HubSpot, it will still be used in call logs for two hours if a call is tagged with the mapped tag. The outcome will, however, be instantly deleted from the dashboard settings so that it can not be mapped again after deletion.
For each call or SMS, we allow for a ticket to be created or updated, which you can manage from this section.
First you will want to select the HubSpot ticket pipeline you would like calls and SMS to be logged in. Once a pipeline is selected you will be able to choose if you want a new ticket to be created, the existing ticket to be updated, or nothing. If you select to create a new ticket or log in existing ticket, you will also need to select what custom stage of the selected pipeline you want the ticket created in. The call/SMS types you are able to configure are:
Outbound answered call
Outbound unanswered call
Inbound answered call
Missed call without voicemail
Missed call with voicemail
In the case that a ticket pipeline or stage being used in these settings is deleted from your HubSpot, a warning banner will be displayed to notify you of necessary configuration changes. Any call types using that pipeline or status will be automatically set to not create a ticket.
Finally you will want to select your general settings:
You are able to select if you want call or SMS activity to create logs in HubSpot only during each number’s business hours, or for any call (even out of business hours).
You are able to select if you want numbers/contacts you are calling with Aircall that are not already saved in HubSpot to create a new contact.
You are able to select if you want numbers/contacts you are calling that are saved in HubSpot to create a contact directly in Aircall and keep that synchronized contact up to date.
You are able to select who the Owner of a call activity or new Contact will be should no Owner be found (this can be set to 'Nobody' or any of the HubSpot users on your account).
You are able to customize your integration name to make it easier to identify from any other integrations.
If you wish to uninstall your HubSpot integration you can:
Toggle it off by selecting 'Inactive' on the settings page. This option is best for Users who would like to save their settings so that the integration can be re-activated at a later time. For more information on deactivating integrations, please visit this page.
Delete the integration entirely. This can be done by clicking 'Delete this integration' on the bottom left of the General section.
After deleting or deactivating your integration, all of your Aircall activity will remain in HubSpot. If you decide to delete your Aircall account, all of your Aircall activity will still remain in HubSpot, but you will no longer have access to the call recordings.
You can also deactivate the Aircall app in HubSpot by navigating to your Connected apps and uninstalling. For more details on this, please visit this page