Here are some of our most common problems our users face, their likely causes, and how to fix them.
User Level:
Admin
Issue Descriptions
Buttons cut off in the call widget
Reason
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.
Call activities missing in HubSpot
When a call wasn’t logged / recorded for a HubSpot contact, company, or deal, there are a few likely causes.
Possible Reasons
The contact’s phone number isn’t in E.164 format
(+4499888666)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.The number was only added to the HubSpot contact’s company. Some leads have a company phone number that’s only imported on the HubSpot Company but not added to the individual HubSpot contact.
The number wasn't added to any HubSpot contact.
The number was added to a different HubSpot contact.
Solutions
The contact’s phone number isn’t in E.164 format
(+4499888666)in HubSpot or CloudTalk.Find and open the contact in HubSpot.
Delete any local phone number formatting (e.g., delete the
0for UK local numbers).Add the E.164 country code to the number. Ensure there are no unnecessary spaces or dashes.
Save the new phone number.
The corresponding CloudTalk contact will be updated in the next update cycle.
Optional: Log the missing call to the correct contact.
The number was only added to the HubSpot contact’s company.
Find and open the contact in HubSpot.
In a separate tab, open the HubSpot company which you’d like to add future calls to.
Add the phone number from the HubSpot company to the opened contact. Save. 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.
Optional: Log the missing call to the correct contact.
The number wasn't added to any HubSpot contact.
Find and open the contact in HubSpot.
Add the missing phone number to the contact in E.164 format (
+421678594056), including the E.164 country code. Save.The corresponding CloudTalk contact will be updated in the next update cycle.
Optional: Log the missing call to the correct contact.
The number was added to a different HubSpot contact.
Find and open the correct contact in HubSpot.
Add the missing phone number to the contact in E.164 format (
+421678594056), including the E.164 country code. Save.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 other contacts who also have this phone number.
Optional: Find incorrectly associated calls and re-log these calls 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.
Click-to-Call browser extension not working with HubSpot
Reason
When the Click-to-Call extension is enabled, clicking the calling call icon in HubSpot won’t open the CTI. Additionally, the extension will not be able to copy any of the numbers on the page.
Solution
If you find you're unable to click and call numbers through the HubSpot CTI, we recommend uninstalling your browser's 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.
CloudTalk numbers won’t work in HubSpot Calling
Reason
HubSpot’s default calling feature allows users to add a phone number under Settings > General > Calling. For numbers to be verified, an SMS must be sent to the added number, making CloudTalk numbers incompatible with this verification process.
Solution
We strongly recommend installing the CloudTalk CTI as your chosen third-party calling app in HubSpot to avoid this issue.
While our Click-to-Call extension can be used by users with free HubSpot seats, adding CloudTalk as a third party calling app in HubSpot requires paid seats.
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.
HubSpot CTI stops working when phone app refreshed
Reason
In the User > Settings section of the CloudTalk Phone CTI, there’s a Refresh app button. 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.
Multiple tabs - HubSpot CTI / desktop phone app logging out
Reason
When your CloudTalk phone is already open (e.g., on the desktop app or in another HubSpot tab), you will automatically be logged out of all non-active tabs after some time. This is because our SIP server (calling) only allows one login at a time.
Solution
If the tab you were working in gets logged out but you need to make a call from this inactive tab, you'll need to click the call icon again, select the number, and re-login to CloudTalk. The number you selected will automatically be dialed after you login and the tab will be made active.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!