Use HubSpot CRM Integration

Once Cloud Voice is connected to HubSpot CRM (Customer Relationship Management, the system that stores your customer and contact records), day-to-day calling and record-keeping happen without leaving the CRM. This page walks through each capability the integration adds and how to use it.

Click to Call

Turn any phone number shown in HubSpot into a one-click outbound call.

Before you start

Add the Cloud Voice for Google Chrome extension and pair it with your Cloud Voice Web App so the browser can hand off calls to your extension.

How to use it

On any HubSpot page, phone numbers are detected automatically. Click a number and Cloud Voice dials it straight away from the extension linked to your account.

Call Popup

Bring a caller’s HubSpot record to the front the moment a call connects, so you have context before you speak.

Before you start

Stay signed in to at least one of the following:

• Cloud Voice Desktop App
• Cloud Voice Web App

Note

If you close the browser or the Cloud Voice Web App tab, incoming calls stop reaching you. Installing the Cloud Voice for Google Chrome extension keeps the call popup working even when the browser window is closed.

How to use it

When you answer an inbound call from a HubSpot contact, or when a call with a contact ends, a browser tab opens automatically with that contact’s details. You can also open the record yourself from the call window at any point during the call.

Note

You control when the popup fires. See Set up Call Popup to trigger it on answer or on hang-up instead of on ring.

Automatic popup	Manual popup

Caution

Your browser may block the popup tab. If it does, click the blocked-content icon in the address bar, allow pop-ups and redirects for the site, then click Done.

Call Journal

Keep a full record of every conversation without manual note-taking. After integration, outbound, inbound, and missed calls are written to HubSpot automatically.

To review them, sign in to HubSpot, open a contact’s detail page, and select the Activity tab. Call entries appear there along with any recordings.

For configuration details, see Set up Call Journal to HubSpot CRM.

Chat Journal

External chat conversations are preserved in HubSpot alongside your calls. When a chat session between a user (tied to a Cloud Voice extension) and a HubSpot contact closes, whether the user ends it or the system does, every message from that session syncs to the CRM, giving you a complete interaction history.

To read them, sign in to HubSpot and open the contact’s detail page.

Contact Synchronization

Match callers to their HubSpot records automatically. Both inbound calls from HubSpot contacts and outbound calls to them trigger a lookup in the CRM. When the number matches an existing HubSpot contact, that contact is copied into the associated Cloud Voice phonebook. The sync is one-way (HubSpot into Cloud Voice), and synced entries are read-only.

Note

Because synced entries are read-only in the Cloud Voice phonebook, any correction to a contact’s name or number must be made in HubSpot. The updated details flow back on the next lookup.

For setup steps, see Set up Contact Synchronization from HubSpot CRM.

Automatic Contact Creation

Grow your CRM as you take calls. When a HubSpot user calls or is called by a number that isn’t already on file, a new contact can be created, either automatically or manually, so no interaction goes unrecorded.

For setup steps, see Set up Contact Creation for HubSpot CRM.