Manage HubSpot Integration in Dialpad

Updated August 26, 2026 20:42

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.

Screenshot of the 'Configure HubSpot v2' page in Dialpad Admin Settings, featuring orange boxes highlighting the gear icon, the 'Integrations' tab in the left sidebar, the 'SMS Workflow numbers' section header, and the purple 'Add number' button on the far right.

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
- 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

Screenshot of the 'Configure HubSpot' page in Dialpad Admin Settings, featuring an orange box on the left highlighting the Office side menu and an orange box on the right outlining the 'Ticket Creation' pipeline and call/SMS stage dropdown settings.

To view the tickets, navigate to CRM > Tickets in HubSpot and select the appropriate pipeline.

Screenshot of the Tickets dashboard in HubSpot, showing the pipeline selector dropdown with 'Platinum Support Pipeline' highlighted above the ticket board view.

This is how the activity would look against a contact:

Screenshot of a HubSpot contact activity timeline showing 'Ticket activity' entries for an incoming answered call created and moved by the integration.

Based on this view, you can also create a Kanban View of the Service Tickets module.
Screenshot of the HubSpot Service Tickets board in Kanban view displaying ticket columns alongside an open side panel showing ticket details, including description, owner, and priority.

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.

Screenshot of the Dialpad desktop app showing a conversation window, featuring an orange box on the right sidebar highlighting the Hubspot V2 section with contact details for Ben Parker.

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.

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.
Email	↔	Email	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.

Screenshot of the Dialpad desktop interface displaying a chat window, with an orange box on the right sidebar highlighting the Hubspot widget's sections for Recent Activities, Open Tasks, and Active Tickets.

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.
Dialed number	←		Write	The first number the caller dialed before the call was transferred. If the call wasn't transferred, this is the same as the agent or shared line number.
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.
Office ID	←		Write	The unique ID for the Dialpad office. Keep the data type matches the value in Dialpad.
Office name	←		Write	The name of the Dialpad office.
Shared line type	←		Write	Contact center, Coaching teams, Department
Shared line name	←		Write	Name of the shared line
Shared line ID	←		Write	The unique ID of the Dialpad shared line.
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).