This article covers the most common issues users encounter and how to resolve them.
User Level:
Admin
Buttons cut off in the call widget
Why this happens
When you are viewing a HubSpot contact, company, or deal on a smaller screen or in a reduced browser window, some call controls, such as the End Call button, may be cut off. The CTI widget itself is not scrollable, which can make it appear as if the buttons are missing.
How to fix it
Open your browser in fullscreen mode.
Make sure your window is wide enough to display the full CTI widget.
Once the browser window is expanded, all call controls should be visible again.
Call activities missing in HubSpot
If a call is not logged or recorded for a HubSpot contact, company, or deal, it is usually caused by one of the issues below.
Why this happens
The contact’s phone number is not stored in E.164 format (+421678594056) in HubSpot or CloudTalk. CloudTalk only supports E.164 formatting. Some lead generation tools, such as ZoomInfo, import numbers in local formats like 020 9988 8666 (UK) or 555-507-9876 (US).
The phone number exists only on the HubSpot company record and is not added to the individual contact.
The phone number is not added to any HubSpot contact.
The phone number is assigned to a different HubSpot contact.
How to fix it
Phone number is not in E.164 format
Open the contact in HubSpot.
Remove any local formatting (for example, remove the leading zero for UK numbers).
Add the correct country code and format the number in E.164 format.
Save the contact.
The corresponding CloudTalk contact will be updated during the next sync cycle.
If needed, you can manually log the missing call to the correct contact.
Phone number exists only on the company record
Open the relevant contact in HubSpot.
In a separate tab, open the company record.
Copy the phone number from the company and add it to the contact record.
Save the contact.
Future calls will be associated with the contact. Past calls will remain linked to the company unless re-logged manually.
Phone number is missing from all contacts
Open the correct contact in HubSpot.
Add the phone number in E.164 format.
Save the contact.
The CloudTalk contact will update during the next sync cycle.
You can optionally re-log the call to the correct contact.
Phone number is assigned to a different contact
Open the correct contact and add the phone number in E.164 format.
Use the HubSpot search bar to find any other contacts with the same number.
Remove the number from the incorrect contact records.
Save all changes.
The CloudTalk contact records will update during the next sync cycle.
You may optionally re-log calls to the correct contact.
Click-to-Call browser extension not working with HubSpot
Why this happens
When a browser Click-to-Call extension is enabled, clicking a phone number in HubSpot may not open the CloudTalk CTI. In some cases, the extension also prevents numbers from being copied.
HubSpot has its own click-to-call functionality and restricts how browser extensions interact with CTI-enabled pages.
How to fix it
Uninstall your browser’s Click-to-Call extension.
Use the CloudTalk CTI directly inside HubSpot instead.
For guidance on managing browser extensions, refer to the Chrome Web Store documentation.
CloudTalk numbers do not work with HubSpot’s native calling feature
Why this happens
HubSpot’s native calling feature allows users to add a phone number under Settings > General > Calling. To verify that number, HubSpot must send an SMS to it.
Because CloudTalk numbers cannot receive HubSpot’s verification SMS, they are incompatible with HubSpot’s native calling verification process.
How to fix it
We strongly recommend installing the CloudTalk CTI and using it as your third-party calling app in HubSpot instead of HubSpot’s native calling feature.
Notes:
While the Click-to-Call extension can be used by users with free HubSpot seats, adding CloudTalk as a third-party calling app (CTI) in HubSpot requires paid seats.
If sending and receiving SMS messages is a core part of your team’s daily work, you can use the CloudTalk Desktop App together with the Click-to-Call extension instead of the CTI, depending on your setup.
HubSpot CTI stops working when phone app refreshed
Why this happens
In the User > Settings section of the CloudTalk Phone CTI, there is a Refresh app button. Clicking this button causes the phone app to stop working because CloudTalk cannot notify HubSpot that the CTI has been refreshed.
How to fix it
Refresh the same browser tab where you clicked the Refresh app button.
The CloudTalk Phone app will start working again.
Getting logged out when using multiple tabs or apps
Why this happens
If your CloudTalk phone is already open (for example, in the desktop app or in another HubSpot tab), you may be logged out of inactive tabs after some time. This happens because CloudTalk’s SIP server allows only one active login session at a time.
How to fix it
If the tab you were working in gets logged out and you need to make a call from that tab:
Click the call icon again.
Select the phone number you want to call.
Log in to CloudTalk when prompted.
The selected number will be dialed automatically after you log in, and the tab will become the active session.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!