After installing the HubSpot Integration, you can access the Aircall CTI directly within HubSpot to handle calls and messages. For a complete overview of available features, visit Aircall Workspace - CTI.

Important: The Aircall CTI within HubSpot is only compatible with the Google Chrome browser.

Access Aircall’s CTI in HubSpot

Follow these steps to open and use the Aircall CTI within HubSpot.

Steps: 

  1. In the top bar of HubSpot, click the phone icon. 

    Aircall calling window message in HubSpot indicating the calling window is closed, with an option to open it.

  2. Click Change provider to view a list of connected call providers. 

    HubSpot calling provider selection menu showing options for HubSpot and Aircall.png
  3. Select Aircall from the list.
  4. You will be redirected back to the previous page. Click Open calling window.

  5. A new window will appear with the Aircall CTI. If you are not logged in, sign in to begin using Aircall in HubSpot. 

     

Aircall app integrated in HubSpot showing Conversations and Keypad tabs alongside logged SMS activity in the HubSpot activity timeline.
Important: The calling window must remain open during calls. It maintains your call connection, so make sure not to close it while making, receiving, or being on an active call.
For more information, see HubSpot’s article: Use a calling app to make and receive calls in HubSpot.

Integration and availability

When the HubSpot Integration is installed, the Aircall for Calling & SMS app is automatically added to your connected apps in HubSpot. You can find it in the Connect apps section of your HubSpot settings.

If Aircall does not appear as a calling provider in HubSpot and is missing from your connected apps, an Aircall or HubSpot admin must reinstall the integration from the Aircall Dashboard.
For detailed steps, visit Installing your HubSpot Integration.

Features and user experience

The following features are available in this version of the HubSpot CTI integration:

SMS feature

  • Send and receive SMS messages
  • Access three views:
    • All messages
    • Open messages
    • Assigned to you

Conversations feature

  • When selecting an SMS, the conversation thread will be displayed in full.
ViewDescription
Aircall desktop app keypad showing options to call or message a contact..png
 Navigation bar – Displays key tabs such as Keypad, Calls, and Messages, allowing users to switch between communication views.
Messages view in the Aircall desktop app displaying recent SMS and WhatsApp conversations..png
 Messages view – Shows all ongoing conversations and their statuses (e.g., unread messages, message types like WhatsApp or SMS).
Conversation view in the Aircall desktop app showing missed call details and SMS reply options..png
 Conversations view – Displays message history with a specific contact, including missed calls and sent or received messages.

Additional behavior details

  • No notification dots appear on the Calls or Messages tabs. Users must open each tab to check for unread items.
  • Message-level unread indicators remain visible within the message list.
  • After a call ends, users are automatically redirected to the keypad page. This behavior is intentional, allowing the user to queue for their next call.