Troubleshooting Steps
In the case that you notice calls made in Aircall are not being logged in HubSpot, please verify the steps below:
- Your integration is active:
- Your HubSpot authentication has not become invalid. If you are seeing the banner below the Settings tab, it means that your HubSpot authentication has become invalid and re-authentication is needed to make the integration work again.:
- The Aircall number on which calls are made/received is connected to the integration:
- Settings are configured to log calls even outside of the number's business hour. If you notice that only calls made outside of the number's business hours are not logging into HubSpot, please ensure the option below is selected:
Other Important Notes
⚠️ Conference calls cannot be logged when they are initiated by an internal call between two Aircall users.
⚠️ If there is no existing Contact/Company found with the phone number in HubSpot, and you have configured the setting If number/contact doesn't exist in HubSpot to Do nothing as shown below, the call will still be logged, however it will only be visible in the Activity Dashboard in HubSpot as it won't be associated with a record.
- If you would like these calls to be associated with a contact in HubSpot, it is required to switch the setting to Create a new HubSpot contact so the integration can create an Aircall new contact and associate the call activity with that new contact in HubSpot: