Set up Call Popup

Once HubSpot CRM (Customer Relationship Management) is connected, Cloud Voice can surface a caller’s CRM record automatically. By default, a browser tab with the matching contact opens the moment an inbound call arrives from a known contact, before it is answered. This page shows how to change when that popup appears, or switch to opening it by hand.

Before you begin

Finish the HubSpot CRM integration first. The call popup relies on the link between extensions and CRM users that the integration creates.

Configure the popup

1. Sign in to the PBX (Private Branch Exchange, your phone system) web portal and open Extension and Trunk > Extension.

2. Locate the extension that belongs to the CRM user, then click the edit icon to open it.

   

3. Open the Cloud Voice App tab, find the client you want to configure, and tick Open Contact URL Using System-Integrated CRM.

4. Under Popup Method, decide how the contact page should open.

   

   • To let Cloud Voice open the record for you, choose Automatically (Only for Incoming Calls), then use the Trigger Event drop-down to pick the moment it fires:
     • Ringing: the popup opens the instant a HubSpot user receives an inbound call from a CRM contact.
     • Answered: the popup waits until the HubSpot user picks up the call.
     • Call End: the popup opens after the call with the CRM contact finishes.
   • To open the record yourself during the call instead, choose Manually.

   Tip

   Pick Ringing so the caller’s record is on screen before you answer. Choose Answered if you only want a popup for calls that are actually picked up, which keeps missed or abandoned calls from opening tabs. Call End is useful when the record is only needed for after-call notes.

5. Click Save.

What happens on a call

• With automatic popup enabled, the chosen trigger event on an inbound call opens a new browser tab showing the caller’s CRM details.

  

• With manual popup enabled, the extension user opens the record on demand by clicking the CRM label on the call window during the call.

  

Note

The browser may block the popup tab. If that happens, click the blocked-content icon in the address bar, allow pop-ups and redirects for the site, and click Done.