Dialpad + Hubspot V2
    • 10 Jun 2024
    • 11 Minutes to read
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    Dialpad + Hubspot V2

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    Article summary

    We know you love HubSpot and have been using our native integration for years. Dialpad is on a mission to constantly iterate and innovate, and so we’ve created Dialpad for Hubspot V2! Enjoy all the features of our existing integration, and add SMS logging for personal and shared numbers, ticket and SMS workflows, note and task logging, and, of course, better contact management.

    Let’s dive into the details.

    🚧 This feature is currently in an Early Adopter Program and is not yet available to all users. 🚧

    If you’d like to join the Early Adopter Program, please reach out to your Customer Success Manager.

    Requirements

    To use the Hubspot V2 integration you need a HubSpot license on a HubSpot Sales Free, Starter, Professional, or Enterprise plan.

    Users need the following permissions:

    • CRM / CRM Objects / Contacts (View and Edit)

    • CRM / CRM Objects / Companies (View and Edit)

    • CRM / CRM Objects / Deals (View and Edit)

    • CRM / CRM Objects / Tickets (View and Edit)

    • CRM / CRM Objects / Tasks (View and Edit)

    • CRM / CRM Objects / Notes (View and Edit)

    • CRM / CRM Tools / Communicate (All records)

    • Sales / Create custom line items

    • Marketing / Marketing Access

    • Marketing / Forms

    • Automation / Workflows (View and Edit)

    • Account / Settings access / Edit property settings

    • Account / Settings access / App marketplace access

    Enable Dialpad for Hubspot V2

    Once you’re enrolled in the EAP, it's time to enable Dialpad for Hubspot V2.

    To enable the Dialpad for Hubspot V2 connection, you'll need to be a Dialpad Company Admin, with Hubspot Super Admin access (or a user with App Marketplace access).

    To enable HubSpot for your company, head to your Admin Settings from Dialpad.com

    1. Select My Company

    2. Navigate to Integrations

    3. Beside Hubspot V2, select Options

    4. Select Manage Settings

    5. Check Enable this feature, then select Save

    6. Return to the Integrations page

    7. Beside Hubspot V2, select Options

    8. Select Connect

    9. Choose which Hubspot account you’d like to connect

    10. Follow the prompts to grant permissions

    11. Return to the Integrations page and customize as needed

    Learn about the customization options in the Advanced Settings section

    Note

    If you don’t want your Contact Centers, Departments or Users to be able to customize their Hubspsot settings, check the box beside Lock settings for all users, departments and contact centers.

    Once Hubspot V2 has been enabled at the company level, its time to enable the integration for your Contact Centers. Hubspot V2 must be enabled for each Contact Center.

    1. Head to your Admin Settings from Dialpad.com

    2. Navigate to Ai Contact Centers

    3. Select the desired Contact Center

    4. Select Integrations

    5. Beside Hubspot V2, select Options

    6. Select Connect

    7. Enter your Hubspot login credentials 

    8. Choose which Hubspot account you’d like to connect

    9. Follow the prompts to grant permissions 

    10. Return to the Integrations page and customize as needed

      1. Learn about the customization options in the Advanced Settings section

    Note

    By default, Offices and shared lines will inherit the Company-set Hubspot V2 settings.

    Admins can customize settings for each Contact Center, Office, and Department by selecting Customize for this Office in the line’s integration settings.

    Connect your Hubspot account

    Once Hubspot V2 has been enabled for your company, each team member must connect their Hubspot account.

    From the Dialpad app:

    1. Open a conversation

    2. Click on the person’s name, or the Skinny Bar

    3. Navigate to Hubspot V2

    4. Select Connect Hubspot V2

    5. Enter your Hubspot credentials, then grant permissions

    Note

    If you have HubSpot V2 and Hubspot V1 enabled, multiple activities will be logged to HubSpot.

    To test v2, create a temporary office or contact center with v1 disabled, and v2 enabled.

    If that’s not possible, ask your team members not to ‘Connect to HubSpot’ in the HubSpot V2 widget.

    Contact matching

    Once connected, all your recent HubSpot contacts are downloaded as Dialpad contacts.

    This means any time you select a contact on Dialpad, their HubSpot information will appear on the sidebar.

    Rematch a contact

    Need to change the matched contact? No problem!

    To change (rematch) a contact:

    1. Hover over the contact details in the Hubspot V2 widget

    2. Select Rematch

    3. Enter a different contact’s name or number in the search bar

    4. Select the name of the contact you’d like to match

    Multiple contact match

    If multiple contacts are found, you’ll see potential matches listed in the Hubspot V2 widget.

    To match the Diapad contact to the correct Hubspot contact, select the name.

    No contact match

    If the Dialpad contact or number is not already assigned to a Hubspot contact, use the search bar to find an existing Hubspot contact.

    Create Hubspot contact

    If the Dialpad contact or number does not match to an existing Hubspot contact, create a new Hubspot contact right from the Dialpad app.

    To create a new Hubspot contact:

    1. Access the Hubspot V2 widget from the conversation

    2. Find the widget by selecting the contact’s name, or opening the Skinny Bar

    3. Select Create new record

    4. Enter the contact’s details

    5. Select Create

    Tip

    Hubspot contacts can be created at any time. You can create them from the conversation panel, or during an active call.

    Call logging

    If a Hubspot contact is matched to a Dialpad call, call details are automatically logged to Hubspot. You can also manually log a call by logging a note during the call.

    In Hubspot, you’ll see the call direction (inbound or outbound), the URL to the Dialpad Call Summary, and the link to the call recording.

    If the call was a Contact Center call, you’ll also see the call disposition details.

    SMS logging

    If a Hubspot contact is matched to a Dialpad SMS interaction, and SMS logging is enabled in Hubspot, SMS messages sent via Dialpad are automatically logged to Hubspot.

    To enable SMS logging, head to your Activity tab in Hubspot. Under Filter activity, check the box beside SMS.

    Note

    To enable SMS logging from a Contact Center, your Admin needs to (re)authenticate the Contact Center from its integration settings. This is a one-time activity.

    Service ticket automation

    There is nothing more frustrating than a customer calling your Contact center, and your team missing their call. And to mak matters worse, your team failed to follow up as well. This is where Service Ticket Automation comes into play. Automatic ticket creation eliminates manual work and automatically creates tickets based on call and SMS activity.

    Based on your ticket creation settings, new Hubspot tickets can be created for missed calls or messages (and more!) and contain statuses such as ‘New’ or ‘Waiting on Us’.

    This is how the activity would look like against a contact:

    Based on this view, you can also create a Kanban View on the ‘Service Tickets’ module of HubSpot.

    Keep in mind that by default, these tickets are logged to the default Service Pipeline.

    SMS campaign workflows

    If you use HubSpot to manage SMS campaigns, you can define a list of numbers that you want to use to send SMS campaigns.

    Admins can add or remove SMS workflow numbers at any time from the SMS workflows section of the integration settings.

    Once you’ve specified numbers, they will appear on the Workflow while setting up Actions such as Send SMS.

    The below image demonstrates a complete SMS workflow.

    Advanced settings

    Customize your office or company’s Hubspot experience using our Advanced Settings.

    1. Head to the interactions section of your Contact Center, Office, or Company

    2. Beside Hubspot V2, select Options

    3. Select Manage settings

    Here, you can customize your call logging and ticket creation settings, as well as your SMS and SMS Workflow preferances.

    Let’s take a look at each one.

    Call logging settings

    In the Call Logging section, define how and when you’d like calls to be logged to Hubspot.

    Let’s look at the options.

    • Log calls as activities: When enabled, a Hubspot call activity will automatically be created for each call.

    • Log missed calls as activities: When enabled, a HubSpot activity will be created for missed calls with and without voicemail.

    • Post call recordings to Hubspot: When enabled, a link to the user's call recording will be posted to the Hubspot activity.

    • Post Ai transcript URL to Hubspot: When enabled, a link to the call's Ai transcript will be posted to the Hubspot activity.

    • Post Ai-generated data to Hubspot: When enabled, Ai-generated call summary, transcript, recap, action items, CSAT will be posted to the Hubspot activity.

    Check the box beside each setting you want to define, then select Save.

    Ticket creation settings

    Define when you want new tickets to automatically be created each time a call occurs.

    For each scenario, select what ticket type you’d like to be created.

    SMS settings

    Determine if SMS messages should be logged as activities and set your default country code.

    SMS workflow settings

    Enter the phone numbers that you want to allow Hubspot to send messages

    Don’t forget, these numbers must belong to your company, and be assigned to an office or contact center.

    Create a task

    Once a Hubspot contact has been assigned to the number, use the Hubspot V2 widget to create a task that will log to Hubspot, and appear in Dialpad.

    To create a task:

    1. Open the Hubspot V2 widget

      1. Access the widget by selecting the contact’s name, or by opening the Skinny Bar

    2. Select Create Task

    3. Enter the Task details

      1. Be sure to set the Priority and Task type

    4. Select Create

    Once created, you’ll see your Task in Hubspot.

    Create a note

    Once a Hubspot contact has been assigned to the number, use the Hubspot V2 widget to create a note that will log to Hubspot, and appear in Dialpad.

    To create a note:

    1. Open the Hubspot V2 widget

      1. Access the widget by selecting the contact’s name, or by opening the Skinny Bar

    2. Select Log Note

    3. Enter the note details

      1. If the contact has any assigned deals, you’ll also see the option to link one of their deals to the note.

    4. Select Log

    Logged notes appear under the Activities section for a matched Hubspot contact.

    Logging Dialpad Ai information in HubSpot

    When the 'Post Ai-generated data to Hubspot’ setting is enabled, Dialpad will send the following Ai data to every call activity:

    • Ai Action Items

    • Ai Recap

    • Ai Call Outcome

    • Ai Call Purpose

    • Ai CSAT

    • Ai Playbook Adherence

    Frequently asked questions

    Can I use the original Hubspot integration at the same time as Hubspot V2?

    You can, but we dont’ recommend it because multiple activities will get logged.

    To avoid this, you must create a temporary Office or Contact Center and disable the original Hubspot integration while you test Hubspot V2.

    If that’s not possible, you must inform your team members not to connect to HubSpot V2 from the sidebar. This is only during the EAP phase.

    Why isn’t SMS logging working for my Contact Center?

    Before you’ll be able to log SMS message from your Contact Center, you must authenticate (connect) the Contact Center to Hubspot from your Contact Center settings. This is a one-time activity.

    When calls are logged via a shared line, who are they logged to?

    When shared line calls are logged, the caller ID that displays is that of the shared line.

    When SMS messages are logged via a shared line, who are they logged to?

    Currently, SMS messages are not logged to a number, however, this functionality is coming soon, so stay tuned.

    Should we disable the original Hubspot integration if we are using Hubspot V2?

    Having both Hubspot integrations active will lead to duplicate activities.

    If you are testing V2 and want to keep Hubspot V1 active, please create a temporary office or Contact Center and make sure that the temporary office does not have Hubspot V1 enabled.

    Can a call be logged to a company, or only to a contact?

    If the contact is associated with a company, all the activities will automatically appear on the respective company's website.

    Will newly created activities in HubSpot push contacts forward in HubSpot sales workflow?

    Yes, all the automation and workflows will work based on these activities.

    Can we send automated text messages?

    Yes. To send automated text messages, you need to enter the list of numbers that will be sending messages in your SMS Workfow Settings

    Once provided, these numbers will appear on the workflow editor actions.

    Is inbound and outbound calling from HubSpot possible?

    Not yet, but its coming soon! Dialpad is working closely with Hubspot to facilitate this functionality, if you are interested in this feature, please contact them to enroll to their Calling SDK Program.

    Do I need special permission on HubSpot to access this integration?

    Yes, to install the integration, you need to be either a Super Admin or a user with App Marketplace access.

    Yes, to install the integration, you need to be either a Super Admin or a user, with the following permissions:

    • CRM / CRM Objects / Contacts (View and Edit)

    • CRM / CRM Objects / Companies (View and Edit)

    • CRM / CRM Objects / Deals (View and Edit)

    • CRM / CRM Objects / Tickets (View and Edit)

    • CRM / CRM Objects / Tasks (View and Edit)

    • CRM / CRM Objects / Notes (View and Edit)

    • CRM / CRM Tools / Communicate (All records)

    • Sales / Create custom line items

    • Marketing / Marketing Access

    • Marketing / Forms

    • Automation / Workflows (View and Edit)

    • Account / Settings access / Edit property settings

    • Account / Settings access / App marketplace access

    Can I edit a note?

    Not yet, but stay tuned as this will be added soon.

    Can I prevent embedding call recording in HubSpot so others can’t listen to it?

    In your HubSpot settings, there is an option called ‘Make call recordings playable inside HubSpot'. When this setting is enabled, Dialpad will embed the call recording into the activity, making it playable in HubSpot. This means whoever has access to the contact can listen to the recording. If the setting is not checked, the recording will not be embedded. However, please note that the Dialpad call recording URL will still be shared and people can listen to the recording based on the Dialpad permissions you have set.

    Why is SMS logging not working for me?

    If SMS logging is not working for you, please follow these steps to troubleshoot the issue:

    1. Make sure you have matched a contact on the sidebar. Logging won’t work for unmatched contacts.

    2. We collate SMSs based on the day instead of creating a new activity for every message. Try to ensure there is no SMS activity for the given day. Otherwise, there is a good chance they are getting logged in a single activity.

    3. Try reconnecting HubSpot from the sidebar. Admins should do the same on the company, office, department, and contact center levels. And then repeat steps 1 and 2.

    If it still does not work, then contact Dialpad support.

    Why can’t I add a number to the SMS-able numbers list?

    First, ensure that your number can send or receive SMS (if not, contact our support team).

    Currently, only shared line numbers will work, personal numbers are not supported.

    I have thoughts, where can I share my feedback?

    A huge part of the EAP process is getting your feedback on what’s working and what could use some more attention before we publicly launch the feature.

    To provide feedback to our team, please reach out to us via [email protected]

    Please note that we may use your responses in marketing promotions for the product launch (don’t worry, we will ask for approval before doing so).


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