Aircall recently released an update to our HubSpot integration. Here is the main change users can look for.
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 section. 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.