HubSpot CRM Integration Guide

Connecting Cloud Voice to HubSpot CRM (Customer Relationship Management, the tool your team uses to track contacts and deals) puts your call activity right alongside your CRM records, while all voice traffic keeps running through Cloud Voice. Your team can dial, log calls, and open contact profiles without leaving HubSpot. This page walks through what you need before you begin, what the integration can do, and the terms used across the setup guides.

Requirements

Confirm the following before you connect the two systems.

HubSpot CRM: the integration works with any of these HubSpot editions:

• Free CRM tools
• Starter plan
• Professional plan
• Enterprise plan

Cloud Voice: your system must be running firmware 84.23.0.83 or later.

Caution

The integration only works on firmware 84.23.0.83 or newer. On an older build the HubSpot options will not appear, or the connection will fail. Check your firmware version and update it first, then start the setup.

Key features

Once linked, Cloud Voice and HubSpot CRM give your users the following capabilities.

• Click to Call: Place a call with one click on any number detected in HubSpot CRM, dialed through the Cloud Voice App web client.

  Note

  Click to Call relies on the Cloud Voice App browser extension for Google Chrome. Install the extension and configure the web client to work with it before using this feature.

• Call Popup: When a user with the Cloud Voice App (web or desktop) signed in receives, answers, or wraps up a call with a known CRM contact, that contact’s profile opens automatically in the browser. During a call, the user can also open the profile manually from the call window.

• Call Recording Playback: Users can find and play recordings stored on Cloud Voice straight from the matching call log in HubSpot.

• Contact Synchronization: Inbound calls from, or outbound calls to, a HubSpot contact copy that contact into the associated Cloud Voice phonebook.

• Contact Creation: For calls to or from an unrecognized number, a new contact can be created in HubSpot either automatically or by hand.

• Call & Chat Journal: When a user (tied to a Cloud Voice extension) finishes a call with a CRM contact, the activity is logged to HubSpot automatically. External chat sessions are logged too: if the other party’s number matches a CRM contact, the full chat history syncs to HubSpot when the session closes, whether the user or the system ends it.

Terminology

These terms appear throughout the HubSpot CRM setup guides.

Term	Description
Developer account	Used to build and manage apps, integrations, and developer test accounts. A developer account and its test accounts cannot sync data or assets to or from another HubSpot account. You can sign up for a HubSpot developer account.
Standard account	The most common account type, where every tool, feature, and setting in your HubSpot plan lives. You can sign up for a HubSpot standard account.
Super Admin	The system administrator, with access to all data and control over every user in HubSpot CRM.
User	A staff member who can reach only the data allowed by their assigned permissions (roles).
Cloud Voice extension	The extension number assigned to each staff member. Register it on a phone or in the Cloud Voice App to make and receive calls.
Contact	An individual whose details are stored in your CRM database.
Company	An organization you do business with. One or many contacts can be linked to a single company.

Tip

Use a standard account for your live integration. A developer (test) account cannot sync data with a real HubSpot account, so calls and contacts will not flow between the two systems if you connect one by mistake.