Dialpad continuously improves its HubSpot integration, so you always have access to the latest features and fixes. This article covers upcoming changes to the HubSpot for Dialpad integration specifically — for broader platform updates, visit the Dialpad Release Notes.
Note
Dialpad is committed to providing you with the best possible product. Our features undergo rigorous quality assurance (QA) testing, and we are picky! While we do our best to release the features on the dates listed in this article, if our QA team finds something that's not working exactly as we want, we will delay the feature and push it to the following release.
May 21, 2026
Improvements
Shared line properties on call activity
We’ve added five new read-only shared line properties to HubSpot call activities, including Office ID, Office Name, Shared Line Type, Shared Line Name, and Shared Line ID. These new fields help admins create more detailed reports based on Dialpad shared line activity.
New Call ID property
There’s a new “Call ID” property for HubSpot call activities, allowing for direct mapping between Dialpad Call IDs and HubSpot records, facilitating simpler integrations and automations.
Contact matching and logging for cancelled calls
Agents can now log cancelled and unanswered calls in HubSpot directly from both the CTI and sidebar, with automatic access to the logging screen and call outcome options.
Token expiry notifications
We’ve added new in-app banners and email notifications to alert admins and users when a HubSpot connection becomes disconnected or a token expires. Notifications are now tailored by account type, and HubSpot system banners have been standardized across Dialpad for integration updates, app changes, token expiry, and migration events.
Bug fixes
Contact matching bug
Some users reported that HubSpot contacts were not automatically matching and displaying during active calls, requiring manual searches while on a call. We’ve fixed this.
SMS logging bug
A few users reported that some SMS messages sent from Dialpad were not logging in HubSpot. This has been fixed!
Voicemail bug
Some users reported that after-hours voicemails for departments were not creating call activities in HubSpot. We’ve fixed this.
April 16, 2026
Improvement
‘Times Dialed’ field now locks after the Power Dialer list is activated
A new "Contact Management" setting has been added to automatically create a HubSpot contact when no existing match is found, covering events such as answered and missed calls, voicemails, and inbound/outbound SMS. Contact creation uses reliable Dialpad-side data (phone number, name, email, company) and includes deduplication safeguards to prevent race conditions in contact center call flows. The setting is disabled by default.
Bug fixes
Unable to set up SMS workflow
Some users were unable to configure SMS workflows in HubSpot, encountering an error stating that the third-party app could not verify field values, and the sender field displayed no available options. This has been fixed.
HubSpot contact sync failures due to phone number format and timeout errors
A few users reported that their contacts configured to sync from HubSpot to Dialpad were not appearing as expected, with BQ logs showing recurring "Office reference failed" errors and timeouts on the entegreeder endpoint. We’ve fixed this.
Duplicate call records created in HubSpot for DTMF-transferred calls from mainline
Sometimes, when an inbound call to a mainline number was routed via DTMF transfer to a Contact Center queue, HubSpot logged both a missed call record and an answered call record for the same call session. This has been fixed.
Dialpad AI data not logging to HubSpot call activities
Dialpad AI-generated data, including AI Recap and transcription, was not being included in the corresponding HubSpot call logs even when AI was enabled at the office level and the "Add AI-generated data" setting was turned on. We’ve fixed this.
April 2, 2026
New
Route HubSpot tickets by pipeline
Direct automatically created tickets to the right team by selecting specific HubSpot pipelines for missed calls, voicemails, or SMS.
Learn more.
March 2, 2026
This release includes updates to Dialpad for HubSpot and does not require a package update — just open the Dialpad app to see the new features and functionality.
Improvements
Setting to disable call logging when no contact match is found
Added a new “Log calls when a match is found” setting in the HubSpot integration. When enabled, calls will only be logged if a matching HubSpot contact is found. The setting is available under “Log calls as activities” and is turned off by default.
Reduce workflow SMS error log
Improved HubSpot workflow SMS logging by reducing false error logs that could hide real issues. Additional details, including sender and recipient phone numbers, are now included in logs to make troubleshooting easier.
HubSpot SMS messages workflow improvement
We’ve improved the HubSpot SMS workflow to prevent duplicate messages from being sent to the same recipient when multiple tickets with identical content are processed at the same time. A new deduplication check now prevents the same message from being sent more than once to the same recipient within the same hour.
Bug fixes
Contact properties 'Last inbound message' and 'Last inbound message timestamp' update bug
The Dialpad integration properties for tracking inbound SMS — Last inbound message and Last inbound message timestamp — were not updating on HubSpot contact records when an inbound SMS was received. This prevented customers from setting up workflows to automatically notify contact owners on inbound messages. The issue was resolved.
February 6, 2026
This release includes updates to Dialpad for HubSpot and does not require a package update — just open the Dialpad app to see the new features and functionality.
Improvements
Display contact name instead of phone number in call logs
Call activity logs in HubSpot were incorrectly displaying the contact's phone number in the activity title and "To:" field instead of the contact's name, while SMS logs were working correctly. The data mapping for call activity logs was updated to consistently retrieve the contact's name, aligning with the existing behaviour in SMS logs.
Actual outbound number in the "From" field of call logs
HubSpot call logs were displaying the agent’s primary Dialpad number in the “From” field instead of the actual outbound number used for the call. Call logs now correctly show the number used for each outbound call.
Improve SMS logging readability
Improved the readability of HubSpot SMS activity logs by adding clearer formatting for senders, timestamps, and message content. Sender names now appear in bold, timestamps in italics, and each message is displayed on a separate line.
Improved the missing contact warning message
Improved the warning message displayed when no HubSpot contact match is found. The updated message now clearly explains that calls and SMS can only be logged when a matching HubSpot record exists.
Bug fixes
Call logging bug
Some users reported that the admin user was incorrectly appearing on calls and receiving transcript notifications after reconnecting the HubSpot integration. These have been fixed!
January 6, 2026
Improvements
Automation in HubSpot
We’ve improved the HubSpot app to include “automation” as an optional OAuth scope required for workflow actions. Making it optional ensures existing users are not affected and allows users without automation access to continue installing the app.
Contact field improvement
The HubSpot integration will now hide the “Name” field when a matched contact does not have a name populated, improving the clarity of the contact display to prevent empty or misleading name fields from appearing in the integration UI.
Custom fields on HubSpot contacts
HubSpot contacts now include new custom Dialpad fields that track recent call and messaging activity. These fields automatically capture the latest inbound and outbound calls, including timestamps and message content, directly within the contact record.
Bug fixes
Call logs display bug
Some users reported that HubSpot's webhook success rates dropped due to concurrency limits and outdated event subscription formats, affecting the reliability of webhook delivery. These issues have been addressed to improve webhook reliability and restore webhook success rates. We’ve fixed this!
Call log to admin bug
Some users reported that calls were being logged under the admin user instead of the actual agent after reconnecting the HubSpot integration. This also caused admins to receive unnecessary transcript notifications. These have been fixed!
Calls not logging after upgrading to HubSpot V2
Some users reported that calls were not consistently logging in HubSpot after upgrading to HubSpot V2 and reconnecting user accounts. The issue was caused by event subscription conflicts across company, office, and user levels. We’ve fixed this.
December 10, 2025
Improvements
Voicemail support in HubSpot call logs
Improved HubSpot call logging to capture voicemail details for inbound calls when available. Voicemail recordings are now linked in the “Recording URL” field, included in call notes, and can also be played directly within HubSpot based on integration settings.
Call logging without a matched contact
Updated the HubSpot integration to log call activity even when no matching contact is found during the call. Contact details are automatically updated later if they become available, and call activity links are now accessible from the Call Feed and Web Call History.
Dialpad AI custom fields for HubSpot call activities
Added new Dialpad AI custom fields to HubSpot call activities, including AI Summary, Action Items, Outcome, Call Purpose, Playbook Adherence, and CSAT score. These fields automatically populate from Dialpad AI insights to provide more detailed call information directly in HubSpot.
Bug fixes
Calls logged without recording or call duration
Some users reported that certain HubSpot call logs were missing the call recording link or call duration information. Call records will now correctly include recording links and accurate call durations. We’ve fixed this
SMS replies not logging in HubSpot
Some users reported that SMS replies sent by agents were not appearing in HubSpot even though the integration was active. This caused missing SMS activity records across multiple Contact Centers. These have been fixed!
Call dispositions and notes not logging to HubSpot
Some users reported that call dispositions and notes were missing from HubSpot call records, even though the calls themselves were successfully logged. The issue was caused by missing event subscriptions and has now been resolved. We’ve fixed this.