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:
Open a HubSpot contact.
Click the Call icon on the contact card or the
Make a phone callbutton in the Calls tab.
Select the number you wish to call from the dropdown menu. You can choose the Automatic option, which consistently uses the first available assigned number matching the destination country's prefix, or the Random option, which selects a different assigned number randomly for each call, also prioritizing numbers matching the destination country's prefix.
HubSpot will open the call widget and CloudTalk will dial the number in the CloudTalk app.
After you select a number, the dial pad will typically appear for 3-5 seconds.
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.
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.
Click the
Donebutton 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.
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.
Inbound Process
A contact or lead calls your CloudTalk phone number.
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.
Select the
Answericon on the dialer to pick up the call.
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.)
When a call is answered, agents can perform all the standard actions, such as tagging the call or transferring it.
The call ends when you click the red phone icon or when the contact hangs up.
When you have finished after call work such as rating and tagging the call, select
Doneto close the call widget.
Smart Call Switching Across Tabs & Apps
CloudTalk supports smooth switching between multiple browser tabs and apps while keeping your calling session active. You can stay logged in to CloudTalk in several HubSpot tabs or use both HubSpot and the desktop app at the same time.
Only one of your tabs or apps is considered the active session. This is where CloudTalk manages incoming calls.
How the active tab is defined
The first tab you open becomes the active tab. If that tab is closed or refreshed, CloudTalk automatically transfers activity to another tab that’s still open. Simply working in or refreshing a different tab does not make it active. The only action that can make another tab active is starting an outbound call from that tab.
What this means in practice
You can place outbound calls from any tab, and when you do, that tab becomes active. Inbound calls, however, will always ring to the currently active tab, either the one you opened first or the one that became active after making an outbound call. You can still move freely between tabs, and your calling status will stay synchronized in real time across all of them.
Tip: If you expect inbound calls in your browser, keep the first tab you opened active. Closing or refreshing it will automatically transfer the active session to another tab that’s still open.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!