Need help with the HubSpot V2 integration? This FAQ walks you through the common troubleshooting tips.
Can I use the original HubSpot integration at the same time as HubSpot V2?
You can, but we don’t recommend it as multiple activities will be 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.
Can I connect multiple HubSpot instances to Dialpad?
Yes! Each office can connect to a different HubSpot instance. However, all users within the same office must use the same HubSpot instance.
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, they’re associated with the caller ID of the shared line.
When SMS messages are logged via a shared line, who are they logged to?
SMS messages are not currently logged to a number, however, this functionality is coming soon.
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 Workflow 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.
Note
HubSpot’s Inbound Calling SDK is still in beta, which is why Dialpad does not currently support calling in HubSpot.
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)
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, follow these troubleshooting steps:
Make sure you have matched a contact on the sidebar
SMS logging won’t work for unmatched contacts.
Make sure there was no SMS activity for that day
Dialpad compiles all SMS logs on a daily basis, not per message. You’ll see all messages for the day listed in 1 activity.
Be mindful of the timezone, your HubSpot timezone might be different than that of your Dialpad Office.
Reconnect HubSpot from the sidebar
Admins should reconnect on the company, Office, Department, and Contact Center levels. Once they’re reconnected, 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 are supported, personal numbers will not work.
Do I need to provide everyone with 'Edit Property Settings' access?
Yes, this is needed for ticket creation. We worked extensively with HubSpot to narrow the permissions, and 'Edit property settings’ is required to manage Service tickets.
Do I need to provide 'App marketplace access' to everyone?
Yes, this is needed to install the Dialpad app on a team member’s level. Without this setting, team members won’t be able to use the Dialpad with HubSpot.
Why can’t I view the call recording in HubSpot?
If you can’t access the call recording in HubSpot, first, ensure call recording was enabled during the call.
Next, ensure that your admin has checked the ‘Post call recordings to HubSpot' setting to ensure the Dialpad link will appear on the call activity. Similarly, checking 'Make call recordings playable inside HubSpot’ will ensure you can play the recording within HubSpot itself.
The configuration will change depending if it is a 1:1 call or a shared line call (only Admins can configure shared line settings).
The best way to check if you have call recording enabled or not is to look for the recording status on the call bar during an active call.
If you’ve checked the above settings and still can’t see the call recording, please contact Customer Care.