Call Logging in HubSpot

Whenever you make or receive a call, Dialpad automatically creates a detailed call activity in HubSpot. To keep your call records organized and linked to the right contacts, it’s important to have contact matching enabled.

Let’s dive into the details.

Who can use this

This feature is in an Early Adopter Program (EAP). If you’d like to use this filter, please contact your Customer Success Manager.

Call status types

Here’s a breakdown of the call statuses being logged.

Outbound calls

Inbound calls

Call log settings

Customize what data gets logged to HubSpot for your calls.

Note

You can set these HubSpot settings at the Company, Office, Contact Center, or user level, and they’ll follow the hierarchy if left unset.

To set your preferred call log settings for HubSpot V2, head to your Dialpad Admin Portal.

1. Navigate to Office > Select Integrations

2. Navigate to Call and SMS logging

3. Select preferred call logging for your office > Save Changes

You’ll be able to customize the following options when logging calls to HubSpot V2:

Call logging behavior

During inbound or outbound calls, the sidebar updates to a call logging view where you can add details like the subject, deal, outcome, and notes.

Each logged call includes:

• Caller and Callee numbers

• Contact Center

• Call summary link

• Call recording URL (if enabled)

• AI-generated data (if enabled)

You can also add more information manually from the Dialpad sidebar

• Subject

• Outcome (HubSpot)

• Deal

• Notes

Note

Selecting a Deal during call logging automatically links the call to that Deal in HubSpot.

Dialpad dispositions do not auto-populate the HubSpot Outcome field.

You'll need to manually select Outcome when logging a call.

Want this to sync automatically? Reach out to [email protected] to request it.

Frequently asked questions

Why aren’t my calls logging in HubSpot?

If calls aren’t logging or only partially show up, check the following:

• Make sure the agent is connected to HubSpot from the right-hand sidebar of the Dialpad app.

• Verify that contacts were created or matched before the call ends.

• Confirm that Log calls as activities is enabled based on the target Office, Contact Center or user level.

If everything else looks good and calls still aren’t logging, a missing call subscription might be the issue.

Why is my call disposition missing in HubSpot?

Check if the user is connected to HubSpot from the right-hand sidebar of the Dialpad app.

Can everyone viewing a HubSpot contact listen to the call recordings?

Yes, anyone with access to the contact can see and play call recordings linked to it.

To control this:

• Uncheck Add call recording link to HubSpot to stop uploading recordings.

• If recordings are posted but should remain private, make sure the links are protected on Dialpad’s side—this blocks access even if the link is visible.

• If Play call recordings inside HubSpot is enabled, anyone viewing the contact can listen to the recording. Uncheck this to restrict playback.

Are transferred calls logged in HubSpot?

Only the final external leg of the call is logged. Internal transfers between agents or earlier call segments aren’t recorded in HubSpot.

Can multiple users share a HubSpot account?

It’s possible, but not recommended. Sharing a HubSpot account can cause rate limits and issues with logging calls or SMS reliably.