How Does the HubSpot Integration Work?

Contact Sync

With the HubSpot integration you are able to automatically sync your saved Contacts in HubSpot with your Aircall phone application so that when making calls the name/other information of your Contact is automatically shown!

For Contact sync to function properly, please make sure to save all numbers in HubSpot with the E164 format (+15555555555).

Contact sync with HubSpot will function if a validly formatted number (E164) is found in the HubSpot Contact's Phone number or Mobile phone number property. Please note that contact sync for Mobile phone numbers only occurs if there is also a validly formatted Phone number.

When a Contact is found in HubSpot, and Contact sync is enabled in the dashboard settings, the Phone number, Mobile phone number, Picture, Email, First and Last name, Email 1, and Email 2 will all be added to the contact in Aircall. Additionally a link directly to the HubSpot contact will be provided in that Aircall Contact!

For synchronized Contacts, you can update them as needed directly in HubSpot by following the Edit in HubSpot link:

Please note that if the Contact is deleted from HubSpot, the Aircall contact will remain saved.

NOTE: If Contact Sync is disabled, links to the HubSpot call logs will not be visible in the after call screen or in the call details once the call is ended. As Contact Sync is currently unavailable on iOS devices, these links are not visible on our iOS app at the moment.

⚠️ Please note: The Contact Sync feature only works with Contacts in Hubspot. It will not work with Company records. 

Insight Cards

For each call in which a Contact is already saved in HubSpot, or when a new Contact is set to be created in HubSpot for numbers that are not already saved, an insight card will be shown in your Aircall phone app with the relevant information! This information would include:

• “Title”: First and Last name if saved in HubSpot, with a link directly to that Contact page.

• “Company”: Name of the Company associated with the number in HubSpot.

• “Email”: Email of Contact.

• “Owner”: The Owner of the Contact. If an Aircall user with a matching email exists, then the Aircall user’s name, icon, and current availability status will be shown.

• “Last contacted”: The date the Contact was last contacted, formatted as MM/DD/YYYY.

⚠️ Please note: Association of Calls to Companies via the Contact is done by HubSpot.

For each call in which a Company is saved in HubSpot with a number calling/being called, and no contact exists in HubSpot, the appropriate Company information will be displayed:

• “Title”: Company name saved in HubSpot, with a link directly to that Company page.

• “Owner”: The Owner of the Company. If an Aircall user with a matching email exists, then the Aircall user’s name, icon, and current availability status will be shown.

• “Last contacted”: The date the Company was last contacted, formatted as MM/DD/YYYY.

For each call in which a Contact or Company in HubSpot is associated with a Deal, and the Deal is not Closed, the appropriate Deal information will be displayed:

• “Title”: Deal name saved in HubSpot, with a link directly to that Deal page.

• “Amount”: The currency/amount associated with the Deal.

• “Stage”: The Stage of the Deal in HubSpot.

• “Pipeline”: The name of the Deal Pipeline in HubSpot.

⚠️ Please note: Association of Calls to Deals via the Contact is done by HubSpot.

For each call in which a Ticket is found to be associated with a Contact or Company saved in HubSpot, the appropriate Ticket information will be displayed:

• “Title”: Ticket name saved in HubSpot, with a link directly to that Ticket page.

• “Stage”: The stage of the Ticket in HubSpot.

• “Pipeline”: The name of the Ticket Pipeline in HubSpot.

• “Owner”: The Owner of the Ticket. If an Aircall user with a matching email exists, then the Aircall user’s name, icon, and current availability status will be shown.

Logging Calls to Existing Contacts/Companies

All calls to and from a phone or mobile phone number that is associated with a Contact or Company in HubSpot will be logged as an activity on that Contact or Company object!

Aircall first searches for Contacts, and then searches for Companies.

If a manually created Aircall Contact with the number calling/being called has a saved email which matches the email of a Contact saved in HubSpot, then calls will be associated with that Contact in HubSpot. In the case that no Aircall Contact with an email exists for the number, or no matching email is found for a Contact in HubSpot, Aircall will search for a matching number within HubSpot. If a Contact is found in HubSpot with a number in the Phone number or Mobile phone number field, in a valid format (please see the HubSpot Supported Number Formats section at the bottom of this article for a list of supported formats), the call will be associated to that Contact.

If at this point no Contact is found, Aircall will search for a Company with a matching phone number. If one is found, the call will log directly to that Company.

⚠️ Please note: If you have two Contacts or two Companies that are saved with the same number, Aircall will log to the Contact or Company that is found first when searching HubSpot. This generally would be the Contact or Company that was most recently updated.

Logging Calls to a New Contact

If no Contact in HubSpot matches a saved Aircall Contact’s email or the number that is calling/being called, no Company with a matching phone number is found, and your settings in the dashboard are such that you want a new Contact to be created in HubSpot, at this point it will be created.

The new Contact will be created with the following information:

• First name = Phone number in E164

• Last name = “Aircall new contact”

• Main Phone number field = Phone number in E164

• Owner: Based on your integration settings

Call Logs - Field and Information

Each call will be logged based on your integration settings. Calls will be created as HubSpot Engagements (seen as “Call Activity” on the record within your own HubSpot), and will be assigned based on the following logic:

1. Inbound Call is answered:
   If the answering user has the same email in both HubSpot and Aircall they are selected as the Owner of the call activity.
   If the emails do not match, then the Call is set to be owned by the HubSpot user who is the Owner of the Contact/Company. If the Contact/Company has no Owner, the call is set to be owned based on your integration settings.

2. Inbound Call is not answered:
   If a Call is missed on a line with only one user, who has the same email in both HubSpot and Aircall, that user will be set as the Owner of the call engagement. If the user does not have the same email, the Owner will be set to be the owner of the Contact/Company. If the Call is missed on a line which has several users, or one or more teams, the call activity will also be set to be owned by the Contact/Company Owner.
   In the case that a call engagement should be set to be owned by the Contact/Company Owner per above, but there is no Contact/Company Owner, then the call engagement is set to be owned based on your integration settings.

3. Outbound Call:
   If the user making the call has the same email in both HubSpot and Aircall they are selected as the Owner.
   If the emails do not match, then the Call is set to be owned by the HubSpot user who is the Owner of the Contact/Company. If the Contact/Company has no Owner, the call is set to be owned based on your integration settings.

4. Transferred Calls:
   In the case that either an inbound or outbound call is transferred to another Aircall user with a matching email in HubSpot, the Owner of the engagement is set to be the user the call was transferred to, regardless of if they answer.

Each Engagement will be set with Engagement Type = Call, and will have the following metadata:

⚠️ Please note that outbound calls that connect to a voicemail will be considered connected/answered. For more information, please visit: Troubleshooting: Calls going to voicemail are marked as connected in HubSpot

Additionally, the total time spent in the call (excluding any waiting time by the caller for inbound calls) will be shown in the Call Duration field. This time is listed in the format: hh:mm:ss. Should a call not be answered, the duration will be listed as 0 seconds.

Extra Information logged in Call Engagements

1. If the call has a Recording or Voicemail, the body of the engagement is updated with the following information:
   • Recording: This “(Recording)” value is added to the body of the engagement as a link to the recording audio.
   • Voicemail: This “(Voicemail)” value is added to the body of the engagement as a link to the voicemail audio.
2.  If the call is transferred, the body of the engagement is updated with the following information:
   • Successful transfer: The sentence ”Call successfully transferred from Aircall agent A name to Aircall agent B name” is added in the engagement description
   • Unsuccessful/Unanswered Transfer: The sentence ”Call transfer attempt from Aircall agent A name to Aircall agent B name”
3.  If the call is assigned to another user in Aircall, the body of the engagement will be updated to include: “Call assigned to Aircall agent B name by Aircall agent A name”
4. If notes are left on the call in Aircall, either during the call or at a later time, the body of the engagement will be updated to include: “Aircall agent name added a new comment: [Content of Note]”
5. If tags are assigned to the call in Aircall, either during the call or at a later time, the body of the engagement will be updated to include: “‘Tags:’ tag_name_1 ; tag_name_2”. Each additional tag that is added at a later time will be added to this list.
6. If the admin has enabled Task Closing Automation, and if a task has been closed after this call, then the call engagement will be updated with “(Task Closed)” information that will be a link to task that was closed.
7. If Aircall AI Add-on is enabled for this account, then if there’s a call summary and key topics associated with this call:
   • The call summary will be added to the body of the call engagement preceded with the tile “Call Summary”. If the summary is too long, a link will be added instead.
   • The key topics generated for that call will be added in the body of the engagement preceded by the title “Key Topics” and separated by semicolons.

Please note that if there is no Contact/Company that already exists, and you have set the integration to not create a new Contact, the call will still be logged, but only visible in the Activity Dashboards of HubSpot. They will be logged with the following information:

• “Owner name logged a call with deleted or unknown record”

• “Date at time”

• “Call outcome: [Selected based on your integration settings]”

• “<Inbound or Outbound> <answered, un-answered, or missed> call via Aircall phone number name answered by Aircall Agent name - Call back contact phone number [written in E164] (Recording)”

Ticket Creation

If you have enabled ticket creation in your integration settings, each call will create a ticket, associated with the Contact or Company, based on those settings. The ticket will be created with the following information:

• Ticket pipeline type: Selected based on the value in the integration settings

• Ticket stage: Based on the value in the integration settings

• Ticket name = Phone number in E164 “Aircall new ticket”

• Open since date: Date of creation / call date

• Creation date: Call date

• Source: Phone

• Owner: (The contact owner will be set in the same way as a call engagement as described above)

Please note that if you have set the integration to not create a new Contact/Company, Tickets will not be created for calls to/from numbers that are not already saved to a Contact/Company.

Dialing from HubSpot

When using HubSpot, you can easily add numbers that you need to dial to your Aircall application by making use of the Click-to-Dial feature via our Browser Extensions.

Currently the click to dial feature does not function if you are using the HubSpot mobile application.

HubSpot Supported Number Formats

When adding a phone number in HubSpot, you will have the option to apply number formatting or remove number formatting.

If number formatting is applied, your number will automatically be formatted by HubSpot to a standard format based on the country code of the number. These automatic formats will be supported by Aircall's HubSpot integration.

If formatting is removed, you will be able to enter the number in any format you wish. In this case, to ensure the integration functions properly, please make sure that you enter the number in one of the supported number formats listed below:

All countries

• Original: 33176360695

• National: 01 76 36 06 95

• E164: +33176360695

• International: +33 1 76 36 06 95

• IDD: 0033176360695

France

• 0176360695

• 01.76.36.06.95

• 01-76-36-06-95

Germany

• 0694/076620

• 694076620

• 0694076620

• 069 407 6620

• +49694 076620

Great Britain

• (2087) 653 456

• 02087653456

• (20876) 53456

• (2087 65) 3456

Greece

• +30 2375 077000

USA

• 415-438-0247

• 415 438 0247

• 4154380247

• +1 415-438-0247

Spain

• 911233281

• 911 233 281

• +34 911 233 281

Brazil

• 11 4680-3559

• 11 46803559

• 11-4680-3559

• 11-46803559

• 11 46801-3559

• 11 468013559

• 11-46801-3559

• 11-468013559

• +55 11 4680-3559

Singapore

• +65 6789 2196

Canada

• 416-438-0247

• 416 438 0247

• 4164380247