This article explains how to connect HubSpot with CloudTalk, configure synchronization settings, and understand how data is mapped between the two systems.
User Level:
Admin
Before You Start
You must be an Admin in CloudTalk.
You must have permission to install apps in HubSpot.
The email address you use in CloudTalk must match exactly with the email address in your HubSpot account. If the emails do not match, synchronization will not work correctly.
CloudTalk agents must have the same email address as their HubSpot user.
Connect HubSpot to CloudTalk
From your Dashboard, navigate to Account > Integrations.
From the list of integrations, hover over HubSpot and select
+ Add.You will be redirected to a HubSpot login to enter your credentials.
If you have multiple HubSpot accounts, you will be asked to choose one to integrate with CloudTalk.
Connect app to grant permissions and continue.
After a successful authentication process, you will be redirected back to the CloudTalk dashboard, where you can customize your integration.
Click Save to enact these changes and activate the integration.
You can set your integration to Inactive at any time using the toggle at the top.
Once the integration is set up, all your HubSpot contacts will be synchronized with CloudTalk. When a contact’s owner changes in HubSpot, CloudTalk updates the contact’s Favorite Agent accordingly (as long as that user exists as an agent in CloudTalk).
CloudTalk Workflow Automations work only with the most recently created HubSpot integration. Even if you set up multiple HubSpot integrations, changes in HubSpot’s authentication structure mean that only the latest integration will function with workflow automations.
Integration Customization
Choose which calls will be logged to HubSpot. You can define which calls (inbound, outbound, missed calls and voicemails) to log into HubSpot. The call will be logged as a HubSpot engagement.
Select whether CloudTalk should create a call activity in HubSpot when the call is answered or when the call ends. You can choose when CloudTalk should create a call activity in HubSpot:
Answered: a call activity will be created in HubSpot as soon as the call is picked up.
Ended: a call activity will be created only after the call is finished (default behavior).
This setting gives you flexibility: for example, if your team wants to see calls appear in HubSpot right away or trigger HubSpot workflows as soon as a call starts, use the Answered option.
Choose to only link activity from certain numbers to your HubSpot integration by using the Connected numbers section. If this section is left blank, data associated with all company numbers will be synced.
Decide whether you want to log all calls or only calls made during business hours, and where to assign missed calls. Customize how new contacts are created for unassociated numbers.
Play call recordings and see transcripts directly in HubSpot as call engagements.
Specify a tag for your HubSpot contacts in CloudTalk and import cases from HubSpot as contact activities.
Enable VoiceAgent call logging and choose which user should be assigned to logged VoiceAgent calls. These calls appear in HubSpot with a "Voice Agent Call" label.
Outcome Mapping
CloudTalk can populate the HubSpot Activity Outcome field in three different ways, depending on your configuration.
Call Type Disposition
In Workflow Settings, you can define a default outcome for each call type using the
"<type of call> disposition as" option.
This allows you to assign a specific HubSpot Activity Outcome for:
Inbound calls
Outbound calls
Missed calls
Voicemails
This setting acts as fallback logic if no other outcome mapping applies.
Tag-Based Outcome Mapping
Within the Outcome Mapping section, you can map CloudTalk call tags to specific HubSpot Activity Outcomes.
When a mapped tag is applied to a call, the corresponding HubSpot outcome will be used.
If multiple mapped tags are applied to the same call, the first one listed in the Outcome Mapping table determines the outcome. You can drag and drop outcomes to reorder them.
You can also configure a default outcome that will be used if no mapped tag is present.
Campaign Disposition Mapping
When using CloudTalk Campaign Dialer, you can map campaign dispositions to HubSpot Activity Outcomes using the Integration Mapping column in Disposition Settings.
If a campaign disposition is mapped to a HubSpot outcome, that value will be used for the call.
Outcome Priority Logic
If multiple configurations apply to the same call, the HubSpot Activity Outcome is determined in the following order of priority:
Campaign Disposition Mapping (highest priority)
Tag-Based Outcome Mapping
Workflow Call Type Setting (fallback)
Where HubSpot Call Outcomes Come From
CloudTalk pulls HubSpot call outcomes from HubSpot’s internal Calling settings. These outcomes come from the system field called hs_call_disposition, which HubSpot uses to store call and meeting outcomes.
Only the outcomes created in HubSpot’s Calling Outcome settings can appear in CloudTalk. Creating "Call Outcomes" as a custom CRM property will not work, since CloudTalk does not read outcomes from custom properties.
HubSpot allows customers to manage call outcomes directly in the Calling settings. Custom call outcomes must be created in the HubSpot UI.
For more information, see HubSpot’s guide on creating custom call outcomes.
Calling from HubSpot
Follow HubSpot's CTI guide to set up CloudTalk as your primary phone in HubSpot, and check out our guides for using the HubSpot CTI and quick fixes.
Data Synchronization & Field Mapping
New Contact Mapping
* = required field
CloudTalk Contact | Sync Direction | HubSpot Contact |
Full name* (1st name is the 1st word only) | ⬅➡ | First name* & Last name* |
Phone number(s)* (only 1st & 2nd number) | ⬅➡ | Phone number (primary number & mobile number) |
Email* (only 1st email address) | ⬅➡ | Email* (only primary email) |
Company | ➡ | Company name (not a linked HubSpot company) |
Address | ➡ | Street address |
City | ➡ | City |
Zip | ➡ | Postal code |
State | ➡ | State/region |
Favorite agent | ⬅ | Contact owner (only existing CloudTalk Agents email addresses) |
Tags (contact-level) | 🚫 | Not synced as contact properties |
Custom fields | 🚫 | Not synced |
Updating Contact in Hubspot
* = required field
CloudTalk Contact | Updated | HubSpot Contact |
Full name* (1st name is the 1st word only) | ⬅ | First name* & Last name* |
Phone* (adds another number, keeps old numbers) | ⬅ | Phone number (primary & mobile numbers) |
Email (adds another email address, keeps old email addresses) | ⬅ | Email* (only primary email address) |
Company | 🚫 | Company name or associated Company |
Address | 🚫 | Street address |
City | 🚫 | City |
Zip | 🚫 | Postal code |
State | 🚫 | State/region |
Favorite agent | ⬅ | Contact owner |
Tags (contact-level) | 🚫 | Not synced |
Custom fields | 🚫 | Not synced |
Updating Contact in CloudTalk
* = required field
CloudTalk Contact | Updated | HubSpot Contact |
Full name* (1st name is the 1st word only) | ➡ | First name* & Last name* |
Phone* (editing 1st option updates primary number) | ➡ | Phone number (primary & mobile numbers) |
Email (editing 1st option updates primary email address) | ➡ | Email* (only primary email address) |
Company | ➡ | Company (not a linked HubSpot company) |
Address | ➡ | Street address |
City | ➡ | City |
Zip | ➡ | Postal code |
State | ➡ | State/region |
Favorite agent | 🚫 | Contact owner |
Tags (contact-level) | 🚫 | Not synced |
Custom fields | 🚫 | Not synced |
Disconnect HubSpot Integration
In the event that you decide to stop using HubSpot with CloudTalk, you can follow these steps to disconnect the integration.
Log in to your Dashboard and go to Account > Integrations from the left menu.
This page displays your current integrations. Next to the HubSpot integration, select
Change.Scroll down and select Delete Integration.
To confirm, type
DELETEand select Delete.
Once you have completed these steps, the integration will be deleted from your CloudTalk dashboard. There are additional steps to follow to remove CloudTalk within HubSpot.
Warning: Disconnecting and uninstalling CloudTalk will prevent information such as call data from being shared to and from HubSpot, which will further affect any linked HubSpot accounts and their data.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!