How to configure the HubSpot integration

Once your HubSpot integration has been successfully installed, you can configure your settings directly from the Aircall Dashboard. You’ll be redirected to these settings after installation, but you can return anytime by going to Aircall Dashboard > Integrations & API and clicking your HubSpot integration.

Integration status and connected numbers

You can activate or deactivate your integration at any time.

When the integration is Inactive, call logging and other related functionality will be paused, but the integration will remain installed. This allows you to temporarily stop data syncing without uninstalling the integration.

Important: Calls made while the integration is inactive will not log retroactively once it is reactivated.

You can also add or remove numbers connected to the integration:

• Calls from connected numbers will log in HubSpot according to your settings.
• Calls from unconnected numbers will not be logged.

For more information on how to add numbers, please visit our article Assigning your Phone Number to your Integration.

Call Outcome settings

For each call, the integration creates a call activity (engagement) in HubSpot and applies the relevant Call Outcome. You can configure this in the HubSpot Integration Settings page, in your Aircall Dashboard.

The possible outcomes are as follows:

Note: Custom outcomes are not supported in the standard Call Outcome settings. Use Aircall Tags to capture additional details about call results.
For more information, see our article: HubSpot reporting with tags.

Custom Outcome mapping

The Custom outcome section allows you to dynamically map Aircall Tags to HubSpot Call Outcomes, including both standard and custom outcomes.

The mapping options display all available Aircall Tags and HubSpot Call Outcomes. Because this list is dynamic, any modification in HubSpot (such as adding, editing, or deleting call outcomes) will automatically update the available options in your Aircall Dashboard.

To create a mapping rule, 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.

Example:
If the default HubSpot outcome for an answered outbound call is Connected, but you map the tag Bad call to No answer, then any answered outbound call tagged Bad call will log in HubSpot with the outcome No answer. Only one outcome is possible per call activity or engagement.

How mapping logic works

• If a tag is not mapped to a HubSpot Call Outcome, the default outcome from the Call Outcome section will apply.

• If a mapped tag is removed from the call, and no other mapped tags remain, the default outcome will apply.

• If a call includes multiple mapped tags that point to different outcomes, the default outcome will apply.

Important:
• When a mapped tag is added during an active call, the mapped outcome will appear in HubSpot only after the call has ended.
• Deleting a mapping does not retroactively update previously logged call activities in HubSpot.
• If a mapped tag is deleted in Aircall, it will appear as “Deleted tag” in your mapping list, and any past logged outcomes in HubSpot will remain unchanged.
• When a mapped custom outcome is deleted from HubSpot, it will remain active for two hours in Aircall call logs (for any calls using that tag). After two hours, it will no longer be used, and it will be instantly removed from the Aircall Dashboard settings to prevent remapping.

Ticket creation

In this section, you can choose whether Aircall calls and SMS messages should create or update HubSpot tickets.

Steps:

1. Select the HubSpot ticket pipeline where calls and SMS messages should log.
2. Choose whether to:
   • Create a new ticket
   • Update an existing ticket
   • Do nothing
3. If creating or updating tickets, select the pipeline stage where new tickets will appear.
4. Configure your preferences for each communication type:
   • Outbound answered call
   • Outbound unanswered call
   • Inbound answered call
   • Missed call without voicemail
   • Missed call with voicemail
   • Outbound SMS
   • Inbound SMS

If a selected pipeline or stage is deleted in HubSpot, a warning will appear, and the affected call types will automatically revert to Do not create a ticket.

General settings

In the General settings section, you can fine-tune how Aircall syncs call and SMS data with HubSpot, as well as how contacts and ownership are handled.

Options available:

• Choose whether Aircall should log call and SMS activity in HubSpot only during each number’s business hours or for all calls, including those received or made outside of business hours.

• Decide if Aircall should create new HubSpot contacts automatically when calling or receiving calls from numbers not yet saved in HubSpot.

  Important: For details on how turning off contact creation impacts call and ticket logging, please visit How the HubSpot integration works.

• Enable the option to create and synchronize contacts from HubSpot to Aircall. When active, any HubSpot contact saved with a phone number will be created in Aircall and kept up to date automatically.

• Define who should be assigned as the Owner of a call activity or newly created contact when no owner is found. This can be set to Nobody or to any HubSpot user on your account.

• Rename your HubSpot integration in the Aircall Dashboard to make it easier to identify—particularly useful if your organization manages multiple HubSpot integrations.

Deactivate/Uninstall

You have two options if you need to stop using the integration:

1. 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 Integration deactivation.

2. Delete the integration entirely. Permanently removes it by selecting Delete this integration from the bottom of the General section.

Note: Deactivating or deleting the integration does not remove existing Aircall data from HubSpot.
If your Aircall account is deleted, past call activity will remain visible in HubSpot, but call recordings will no longer be accessible.

You can also uninstall the Aircall app directly from HubSpot under Connected apps. For full instructions, see HubSpot’s guide on managing connected apps.