Set up and manage the integration between Dialpad and HubSpot. Configure workflows, automate service ticket creation, and understand how data is shared between platforms.
Let’s dive into the details.
Send SMS using HubSpot Workflows
If you use HubSpot to manage SMS campaigns via Workflows, you can choose which phone numbers to use.
Just add your company-owned numbers that are assigned to an Office or Contact Center. Admins can update this list anytime in 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.
Only numbers that meet the following criteria will appear in the list:
Numbers that can send SMS
A2P verified number (for US numbers)
Not a personal number
Note
You must connect HubSpot at the Company level to populate the shared line numbers under 'Sender'.
Create a workflow
Set up and manage SMS workflows that automatically send personalized messages based on key triggers.
To create a workflow, head to your HubSpot account.
Navigate to Automation > Workflows
Select Create a new workflow
Set up enrollment triggers for your workflow > Save
Select + to add a workflow action
Choose Communications
Navigate to connected apps, select Dialpad HubSpot > Send SMS
.png)
Configure how to send SMS
Save changes
Select Review and Publish
Tip
Learn more about SMS workflows on the HubSpot support page.
HubSpot service ticket automation
There is nothing more frustrating than a customer calling your Contact center, and your team missing their call. And to make 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.
You can set up automatic ticket creation for these scenarios:
Outgoing answered call
Outgoing unanswered call
Incoming answered call
Incoming unanswered call
Missed call with voicemail
Missed call without voicemail
Outgoing SMS
Incoming SMS
For each call made to the configured company, office, or contact center (or its agents), a ticket will automatically be created in HubSpot using the specified HubSpot pipeline. You can choose which status to set when creating a ticket for each scenario.
To configure Service Ticket Automation, go to your Dialpad Admin Settings.
Navigate to My Company, Office, or Contact Centers
If you are configuring HubSpot for a contact center, select the desired Contact Center.
Navigate to Integrations
Besides HubSpot, select Options > Manage Settings
Navigate to Ticket Creation.
Select the HubSpot pipeline.
Select a HubSpot stage for each of the scenarios.
Select Save Changes
To view the tickets, navigate to CRM > Tickets in HubSpot and select the appropriate pipeline.
This is how the activity would look against a contact:
.png)
Based on this view, you can also create a Kanban View of the Service Tickets module.
Notes
If the callee is known, the ticket will be assigned to that user. Missed calls or incoming unanswered messages will have no assignee.
If there is no matching contact, the ticket will be created without it, and the contact phone number will be displayed in the ticket title.
Shared data
Let’s take a look at the different types of data that are shared between Dialpad and HubSpot.
Contact data
HubSpot contact data is listed in the HubSpot widget.
.png)
By default, Dialpad saves the HubSpot contact's reference and displays it in view-only mode. However, Dialpad can add a contact to HubSpot if the user chooses.
Note
HubSpot cannot modify Dialpad contacts.
Dialpad does not automatically create contacts on HubSpot. The contact creation option is presented when an unknown person calls, and the contact is not saved on HubSpot.
HubSpot Field Name | Direction | Dialpad Field Name | Mode | Notes |
|---|---|---|---|---|
Name | ↔ | Name | Read and Write | While creating a new contact in HubSpot from Dialpad, the Dialpad contact name is used to populate HubSpot contact name. If a contact is created in HubSpot, it can be automatically created in Dialpad when the phone number matches and contact sync is enabled. |
↔ | Read and Write | Email is optional when creating a contact from Dialpad. The email will be synced automatically from HubSpot to Dialpad if the contact sync is enabled. | ||
Phone number | ↔ | Phone | Read and Write | While creating a new contact in HubSpot from Dialpad, Dialpad ‘phone’ is used to populate HubSpot 'phone number'. |
Last connected inbound call timestamp | ← | Write | Timestamp of the last connected inbound call. | |
Last connected outbound call timestamp | ← | Write | Timestamp of the last connected outbound call. | |
Last inbound message timestamp | ← | Write | Timestamp of the last inbound message. | |
Last outbound message timestamp | ← | Write | Timestamp of the last outbound message. | |
Last inbound message | ← | Write | Last inbound message for the contact. | |
Last outbound message | ← | Write | Last outbound message of the contact. |
Call activity
Call activity is listed in HubSpot widget.
.jpg)
The following call activity details are created from Dialpad and sent to HubSpot when you log a call.
HubSpot Field Name | Direction | Dialpad Field Name | Mode | Note |
|---|---|---|---|---|
Call Direction | ← | Write | Direction of the call. | |
Call duration | ← | Write | Duration of the call. | |
Call Notes | ← | Notes | Write | Whatever note the user has put on the sidebar. |
Call Title | ← | Subject | Write | |
Call Status | ← | Call category | Write | Dialpad sets the following values to HubSpot: No answer, Missed, Cancelled, Completed. |
Recording URL | ← | Write | Recording URL generated by Dialpad if the recording was on. | |
From number | ← | Write | Number of the caller. | |
From Number Name | ← | Write | Name of the caller. | |
To number | ← | Write | Number of the callee. | |
To Number Name | ← | Write | Name of the callee. | |
Outcome | → | HubSpot Outcome | Read | Standard and custom Outcome set on HubSpot are read and populated on the sidebar. |
Outcome | ← | HubSpot Outcome | Write | The outcome set by the user while logging the call. |
SMS activity
Similar to call activity, SMS activity is logged from Dialpad to HubSpot.
HubSpot Field Name | Direction | Dialpad Field Name | Mode | Note |
|---|---|---|---|---|
Contacted | ← | Write | The matched contact against whom the activity was recorded. | |
Note | ← | Write | Collated messages sent for the given day. The timezone for the given day is fetched from Dialpad. |
Tasks
Tasks can be created from Dialpad, however, existing HubSpot tasks are not visible in the HubSpot widget within Dialpad.
HubSpot Field Name | Direction | Dialpad Field Name | Mode | Notes |
|---|---|---|---|---|
Title | ← | Subject | Write | |
Due On (Date) | ← | Due On (Date) | Write | |
Due on (Time) | ← | Due on (Time) | Write | |
Type | ← | Type | Write | |
Priority | ← | Priority | Write | |
Deal | ← | Deal | Write | If you want to associate a deal with this task. |
Note | ← | Description | Write |
Notes
Notes can be created from Dialpad, however, existing HubSpot notes are not visible in the HubSpot widget within Dialpad.
HubSpot Field Name | Direction | Dialpad Field Name | Mode | Note |
|---|---|---|---|---|
Deal | ← | Deal | Write | If you want to associate a deal with this task. |
Note | ← | Notes | Write |
Tickets
Service tickets are automatically created based on the configuration you have set.
HubSpot Field Name | Direction | Dialpad Field Name | Mode | Note |
|---|---|---|---|---|
Ticket title | ← | Write | Title of the call generated based on the number. | |
Ticket description | ← | Write | Automatically generated description based on the call details. | |
Ticket Owner | ← | Write | The person to whom the call was made. | |
Status | ← | Status | Write | Based on the setting you have set on the Dialpad side (the status is set automatically). |