In some cases, calls that are answered by voicemail are shown in HubSpot as connected or answered calls. This behavior is expected based on how Aircall interacts with HubSpot’s system.

This article explains why this happens and how you can manage or report on these calls more accurately.

Summary

When a call reaches a voicemail system, HubSpot may display it as a connected or answered call. This occurs even if the Aircall user marks the outcome as Busy/ Left voicemail or No answer.

Symptoms

  • Calls that go to voicemail are logged as connected in HubSpot.

  • Calls are being registered as "Outbound answered call", even though the setting is changed to Busy/Left voicemail, No answer.

Cause

Aircall's system has no standard way of identifying whether the call was handled by a human or a voicemail and is therefore considered an answered call that was successfully connected to the target.

Solution

While this behavior cannot be changed, there are ways to track and categorize these calls more effectively.

Use Aircall Tags instead of Call Outcomes

As a workaround, you can use Aircall Tags to manually indicate call results (such as Voicemail reached or No response). For more information on reporting with Aircall Tags, please refer to the following article: HubSpot Workflows and Custom Properties