How to Check Why a Call is Associated with Multiple Contacts in HubSpot

HubSpot allows a call to be associated with multiple contacts. However, it's important to note that the Aircall integration will only associate the call with one contact. You can find out if a call is associated with multiple contacts by going to the call activity under one of the contacts and clicking Associations at the bottom:

If you’re seeing a call associated with multiple contacts and want to understand why, follow these steps:

Step 1: Go to Each Contact Record

For each contact that the call is associated with, follow these steps:

1. Log into HubSpot and go to the Contacts section.
2. Use the search bar to find and open the contact whose call association you want to check.

Step 2: View the Association History

Once you're on the contact's record:

1. Click Actions in the top right corner of the contact's page.
2. From the dropdown menu, select View association history.

This will take you to the Association History page for that contact.

Step 3: Check the Call Association

On the Association History page:

1. You’ll see a dropdown labeled Select an object. Choose Call from the dropdown menu.
2. The page will now show all the calls that have been associated with this contact.

Step 4: Identify the Source of the Association

Look at the Source column for each call. This will help you understand how the call got associated with the contact:

• If the source shows Updated via API, the call was associated by Aircall (via the integration with HubSpot)
• If the source is not Updated via API, the call was associated by another source, not through Aircall.
  

Step 5: Investigate Further (If Needed)

If the call was associated with the contact by a source other than Aircall, it may be helpful to contact the HubSpot team to understand how the call was linked to that contact. They can help you identify which source made the association.

Important Note: Automatic Associations

The Automatic Associations feature is available for Sales/Service Hub Professional or Enterprise HubSpot accounts. If you're using one of these accounts, this feature may be active.

If you confirm the associations are happening via Automatic Association, you can turn that feature off using these steps:

1. In HubSpot, go to Settings > Tools > Calling > Automatic Associations
2. Uncheck the box for Link associated objects to recorded calls with HubSpot AI