The HubSpot CloudTalk integration allows agents to make and receive calls directly from the HubSpot interface instead of via a CloudTalk Phone. The CloudTalk/HubSpot integration allows you to automate your workflows, boost your team's performance and track all of your important metrics.

Integration setup

Before you start, make sure you've added HubSpot integration to CloudTalk using the setup guide.

Make sure you have a paid seat in HubSpot’s Sales Pro or Service Pro. You may need a HubSpot Super Admin to enable this for you. You can find the a guide to managing users in HubSpot here on the HubSpot website.

Installing the CTI (CloudTalk Integration)

To the main order of business, installing the CTI.

Clients can follow this HubSpot guide to install and set up the CTI.

💡 TIP: If you wish to uninstall the CTI later on, 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.

💡 TIP: If sending & receiving SMSs is a core part of your team’s daily work, we recommend using the desktop phone app & Click-to-Call extension instead of the CTI.

A guide for using Click-to-Call can be found here.

How HubSpot CTI works

This article will continue to provide detailed information regarding the use of the HubSpot CloudTalk Integration below. However, if you'd prefer you can watch a video overview of the basic functionalities here:

Once HubSpot CTI is installed, users will have access to the following functionalities...

Users can make calls from the following pages:

  • Contact Detail

  • Deal Detail

  • Company Detail

💡 TIP: Calls made to a phone number that is only registered to the Company will not be logged to the Company’s Contacts directly. See information regarding Company Phone Numbers in the FAQ's and advice section at the end of this article for details.

đź’ˇ TIP: When an agent navigates away from a CTI Enabled Page to a different (non-CTI Enabled) page, they are automatically switched to 'offline status' in CloudTalk and will not receive calls. This is the same functionality as when a user closes their Desktop Phone App.

đź’ˇ TIP: When a user has multiple tabs open, inbound calls ring to the tab where they were most recently logged in. An inbound call from the contact in tab 3 will still be logged to this contact, even if the call is answered in tab 2. Users can only be logged in to one tab at a time.

Making outbound calls

  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.

đź’ˇTIP: After you select a number, the dial pad will typically appear for 3-5 seconds while HubSpot and CloudTalk communicate and start dialling.

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

6. The call ends when you click the red Hang up icon or the contact hangs on from their phone.

7. After the call ends, you’ll be able to complete your standard post-call wrap up actions such as rating the call or adding more call notes.

8. Click the Done button to close the call widget.

Receiving inbound calls

đź’ˇTIP: Inbound calls ring into the version of the app where the user is logged in. This is commonly the most recently opened tab, the tab where the user just made an outbound call, or the desktop app where the user last made a call or send an SMS. See 'Multiple Tabs' under the advice section at the bottom of this guide for more details.

âť—Importantâť—

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, please refer to our CloudTalk phone number configuration guide, Agent group ringing guide, and the Settings section of our CloudTalk Phone guide.

  1. The process begins when 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.

💡 TIP: We recommend turning off this setting if users mainly use the CTI. The call rings to the last active tab and this is not always the user’s open tab. This can be confusing.

3. In case of multiple tabs as described above, open the tab that’s ringing. It will be the one with the Speaker icon.

4. Click the Answer icon to answer the call.

💡TIP: If you’re wrapping up a recently finished call, the next incoming call will appear as a card in the after call wrap up screen, see below image. Click the Answer icon on this card or click Done on the wrap up screen and the call will then ring in to the entire CTI as shown above.

5. After you answer a call, you’ll be connected in the CloudTalk app. From here, you can perform all the standard actions, such as tagging the call or transferring it.

6. The call ends when you click the red Hang up icon or when the contact hangs up on their end.

7. After the call ends, you’ll be able to complete post-call wrap up actions like rating the call, or adding more call notes.

8. Once finished with the call and wrap up actions, Click the Done button to close the call widget.

Information regarding multiple tabs

When an agent is using multiple HubSpot tabs at once, they are always “online” in just one of them, only tab will ring during incoming calls.

The agent is always online in the last opened CTI Enabled Tab, or the one where they last made a call.

Example 1

  1. User opens contact detail A in the first tab

  2. User opens contact detail B in a secondary tab

  3. A call comes in

  4. The secondary tab with contact details B will ring

Example 2

  1. User opens contact detail A

  2. User opens contact detail B

  3. User makes an outbound call from contact detail A

  4. A call comes in

  5. The tab with contact details A will ring

đź’ˇTIP: Remember that the ringing tab will always be indicated by a speaker sign, enabling you to easily locate it, see image below.

đź’ˇTIP: Chrome also indicates when a tab wants to use your microphone/speaker. The red circle icon seen below will blink twice when you open a CTI Enabled Tab. In regards to using CloudTalk integrations, this indicates that this is the tab that will ring when a call comes in.

FAQ's, advice and limitations

Issue: CloudTalk numbers won’t work in HubSpot Calling

Solution:

HubSpot’s Calling feature allows users to add a phone number under Settings > General > Calling. Numbers are verified & connected by sending an SMS to the number added. The steps for doing so are detailed here.

If experiencing an issue with the above, it's advisable to add CloudTalk as a third-party calling app in HubSpot itself using this guide.

âť—Importantâť—

While the Click-to-Call HubSpot extension can be used by users with free HubSpot seats, adding CloudTalk as a third party calling app via HubSpot CTI requires paid seats as explained at the start of this guide.

Issue: Click to Call browser extension not working with HubSpot

When the Click-to-Call extension is enabled, clicking the Call icon won’t open the CTI and the extension can’t copy any of the numbers on the page.

Solution:

If you find you're unable to click on numbers to call them through the HubSpot CTI, we recommend uninstalling your browsers Click-to-Call extension. HubSpot runs its own click to call functionality and does not allow some browser extensions to work on CTI enabled pages. For advice on installing, managing and uninstalling extensions, see the chrome store guide.

Issue: Multiple tabs - HubSpot CTI or desktop phone app keep logging out

When your CloudTalk phone is already open, e.g. on the desktop app or in another HubSpot tab, it will automatically log you out of extra tabs after some time. The simple answer to this is because the SIP (calling) server only allows 1 login at a time. This can prove particularly frustrating if you need to make a call from an inactive tab, however there is a workaround for this.

Solution:

If the tab you're working in gets logged out but you need to make a call from this inactive tab, click Call icon, select the number, and then login to CloudTalk. The number you selected will automatically be dialled after you login and the tab will be made active.

Issue: Call activities are missing in HubSpot

When a call wasn’t logged/recorded on the HubSpot contact, company or deal, these are the most common reasons:

  1. The contact’s phone number isn’t in E.164 (+4499888666) format in HubSpot or CloudTalk.

    CloudTalk only supports numbers in E.164 format. ZoomInfo and some other lead generation tools use local number formats like 020 9988 8666 for the UK or 555-507-9876 for the U.S.

  2. The number is only added to the HubSpot’s contact’s company.

    Some leads have a company phone number that’s only imported on the HubSpot Company, not added to the company’s HubSpot contact.

  3. The number isn’t added to any HubSpot contact.

  4. The number is added to a different HubSpot contact.

Solution:

1. The contact’s phone number isn’t in E.164 (+44999888666) format in HubSpot or CloudTalk.

  • Find & open the contact in HubSpot.

  • Delete any local phone number formatting, e.g. delete the 0 for UK local numbers.

  • Add the E.164 country code to the number.

  • Save the new phone number.

  • The corresponding CloudTalk contact will be updated in the next update cycle.

  • Log the missing call to the correct contact. See HubSpot's guide on performing this associative action here.

2. The number is only added to the HubSpot’s contact’s company.

  • Find & open the company in HubSpot.

  • In a new tab, open the company’s HubSpot contact which you’d like to add future calls to.

  • Add the phone number from the HubSpot company to this HubSpot contact.

  • Save the phone number on the contact. You can update this phone number if you get a direct number later on. Your past calls will still be associated to the contact.

  • The corresponding CloudTalk contact will be updated in the next update cycle.

  • Log the missing call to the correct contact.

3. The number isn’t added to any HubSpot contact.

  • Find & open the contact in HubSpot.

  • Add the missing phone number to this contact in E.164 (+421678594056) format, including the E.164 country code.

  • Save the new phone number.

  • The corresponding CloudTalk contact will be updated in the next update cycle.

  • Log the missing call to the correct contact.

4. The number is added to a different HubSpot contact.

  • Find & open the correct contact in HubSpot.

  • Add the missing phone number to this contact in E.164 (+421678594056) format, including the E.164 country code.

  • Save the new phone number.

  • The corresponding CloudTalk contact will be updated in the next update cycle.

  • In the HubSpot search bar, enter the phone number you just added to the correct contact.

  • Open any HubSpot contact(s) which also have this phone number.

  • Find the incorrectly associated call in the contact’s activity log.

  • Follow HubSpot’s guide to re-associate this call to the correct contact.

  • Delete the incorrect phone number for the incorrect contact(s) and save.

  • The corresponding CloudTalk contacts phone numbers will all be updated in the next update cycle.

Issue: HubSpot CTI stops working if I refresh the phone app

In the Settings section of CloudTalk Phone, there’s a Refresh app button. When using the CTI, clicking this button causes the phone app to stop working. This is because CloudTalk can’t notify HubSpot of this refresh.

Solution:

Refresh the same tab that you clicked the Refresh app button in. The CloudTalk Phone app will start working again.

Issue: Buttons are cut off in the call widget

When a user is in the HubSpot contact, company, or deal detail view on a smaller browser window, the end call button gets cut off. The user can’t scroll in the call widget so it looks like the buttons are gone.

Solution:

Open your browser in fullscreen mode when using the HubSpot CTI. We’re unable to add scrolling to CloudTalk phone at this point, and HubSpot also doesn’t offer scrolling in their call widget yet.

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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