Manage HubSpot Integration in Dialpad

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

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
1. Configure how to send SMS
2. 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.

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 of the Service Tickets module.

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

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 HubSpot widget.

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	Write	While creating a new contact in HubSpot from Dialpad, the Dialpad contact name is used to populate HubSpot contact name.
Name	→	Name	Read-only	Used in populating the Dialpad sidebar.
Email	←	Email	Write	Email is optional when creating a contact from Dialpad.
Email	→	Email	Read-only	Used in populating the Dialpad sidebar.
Phone number	←	Phone	Write	While creating a new contact in HubSpot from Dialpad, Dialpad ‘phone’ is used to populate HubSpot 'phone number'.
Phone number	→	Phone	Read-only	Used in populating the Dialpad sidebar.

Call activity

Call activity is listed in HubSpot widget.

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
Record ID	←	Call ID	Write
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
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).