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CloudTalk Phone in HubSpot
CloudTalk Phone in HubSpot

See how our CTI works within HubSpot

Erika Babat avatar
Written by Erika Babat
Updated over a week ago

Learn the basic functionalities of the CloudTalk CTI with HubSpot, including how calls are made and received and multiple tab behavior.

HubSpot CTI Overview

The HubSpot & CloudTalk integration allows agents to make and receive calls directly from the HubSpot interface. Admin can automate team workflows, boost agent performance, and track important metrics.

If you decide to uninstall the CTI for any reason, you will need to remove the entire CloudTalk integration in HubSpot and delete the HubSpot integration in CloudTalk. This is a limitation on HubSpot’s side.

Integration Setup

Admin can follow our Integration Setup guide to configure the data integration, and HubSpot's CTI guide for installing the CloudTalk CTI within HubSpot.

Make sure you have a paid seat in HubSpot’s Sales Pro or Service Pro. A HubSpot Super Admin may be needed to enable this.

If sending and receiving SMS messages is a core part of your team’s daily work, we recommend using our desktop phone app in combination with the Click-to-Call extension instead of the CTI.

Encountering problems with your HubSpot integration? Check out our Quick Fixes guide.

Using the CTI

Outbound Calls

Agents can make calls from the following pages:

  • Contact Detail

  • Deal Detail

  • Company Detail

To make a call:

  1. Open a HubSpot contact.

  2. Click the Call icon on the contact card or the Make a phone call button in the Calls tab.

  3. Select the number you wish to call from the dropdown menu.

  4. HubSpot will open the call widget and CloudTalk will dial the number in the CloudTalk app.

    1. After you select a number, the dial pad will typically appear for 3-5 seconds.

  5. After your contact answers the call, you’ll be connected via the CloudTalk Phone app. From here, you can perform all the usual actions, including tagging the call or transferring it.

  6. After the call ends, you can complete your standard wrap up actions such as rating the call or adding notes. The call ends when you click the red end call icon or the contact hangs up.

  7. Click the Done button to submit the after call summary and close the phone.

Calls made to a phone number that is only registered to a company will not be logged logged to that company’s contacts.

To ensure your incoming calls are directed to the right interface, we only allow users to be logged into one "instance" of CloudTalk phone at a time.

  • If you are working from HubSpot, this means logging into your phone within Hubspot will log you out of your standalone desktop app or any inactive tabs.

  • This will not affect the logging of calls to their correct contacts.

Inbound Calls

Inbound calls follow the assignment logic set up in the CloudTalk dashboard and the agents' Automatically pick up inbound calls setting in the CloudTalk Phone app. If calls aren’t ringing in the way you’d like, admin can refer to our CloudTalk phone number configuration guide, Agent group ringing guide, and the Settings section of our CloudTalk Phone guide.

When an agent navigates away from a CTI enabled page to a non-CTI enabled page, they will automatically be switched to an offline status in CloudTalk and will not receive calls.

Inbound Process

  1. A contact or lead calls your CloudTalk phone number.

  2. If the setting Automatically pick up inbound calls is active in your CloudTalk Phone settings, the call will automatically be picked up after a set number of seconds.

    1. We recommend turning off this setting if users mainly use the CTI, as the call will ring on the last active tab (which may not be the open tab).

  3. When using multiple tabs, the ringing tab will be the one with the Speaker icon.

  4. Select the Answer icon on the dialer to pick up the call.

  5. If you are still wrapping up a recently finished call, the next incoming call will appear on the after call work screen. You can either answer it immediately or finish the after call work and select Done. (The ringing call will then display normally.)

  6. When a call is answered, agents can perform all the standard actions, such as tagging the call or transferring it.

  7. The call ends when you click the red phone icon or when the contact hangs up.

  8. When you have finished after call work such as rating and tagging the call, select Done to close the call widget.

Multiple Tabs

When an agent is using multiple HubSpot tabs at once, they are only considered online in one of them. The most recently active tab is the one that will ring during incoming calls—this may not be the same tab which the agent has open.

The active / online tab will be the last opened CTI enabled tab, or the one where they last made a call.

Inbound calls also ring into the version of the Phone app where the user was most recently logged in. This could be the active tab as defined above, or the desktop app (if this is where the user last initiated a call or SMS).

Incoming Call Contact Detail Example

  1. User opens contact detail A in the first tab.

  2. User opens contact detail B in a second tab.

  3. A call comes in.

  4. The secondary tab with contact details B will ring.

Incoming Call After Outbound Call Example

  1. User opens contact detail A in the first tab.

  2. User opens contact detail B in a second tab.

  3. User makes an outbound call from contact detail A.

  4. A call comes in.

  5. The tab with contact details A will ring.

  • Pro Tip: Chrome indicates when a tab wants to use your microphone and speakers with a red circle. This blinking circle indicates the tab that will ring when a call comes in.

If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!

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