Symptom
Users are experiencing issues where SMS logs are not appearing in HubSpot despite the integration being active and webhooks being enabled.
Cause
This issue is typically caused by insufficient permissions assigned to the HubSpot user account that installed the Aircall integration. When trying to log SMS messages, HubSpot's server responds with a BAD_REQUEST error and indicates that the user does not have the necessary permissions. The specific error message from HubSpot may include context elements like USER_DOES_NOT_HAVE_PERMISSIONS.
Solution
To resolve this issue, ensure that the HubSpot user account used to install the Aircall integration has admin privileges. Follow these steps:
- Verify the HubSpot user account used for the Aircall integration has administrative rights. You can check and update user permissions from the HubSpot settings under account management.
- If the problem persists after verifying permissions, consider disconnecting and reconnecting the Aircall integration to re-establish the necessary permissions. This involves uninstalling the integration from both the Aircall and HubSpot dashboards and then reinstalling it using an account with the proper permissions.
- Refer to the HubSpot integration guide for additional details on setting up and managing your Aircall integration: Installing Your HubSpot Integration.
Additional Information
- For more detailed instructions on integrating HubSpot with Aircall and troubleshooting common issues, visit: How Does the HubSpot Integration Work?.
- Learn how to configure Webhooks for better integration management: How to Create a Webhook in the Aircall Dashboard.