Dialpad for HubSpot V2 brings better call and SMS logging, streamlined note and task creation, and smarter AI features to help you work more efficiently.
Let’s dive into the details.
Who can use this
This feature is currently in an Early Adopter Program and is not yet available to all users.
If you’d like to join the Early Adopter Program, please reach out to your Customer Success Manager.
Requirements
To use the HubSpot V2 integration you need a HubSpot license on a HubSpot Sales Free, Starter, Professional, or Enterprise plan.
Users need 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
Enable Dialpad for HubSpot V2
To enable the Dialpad for HubSpot V2 connection, you'll need to be a Dialpad Company Admin, with HubSpot Super Admin access (or a user with App Marketplace access).
Note
If you have HubSpot V2 and HubSpot V1 enabled, multiple activities will be logged to HubSpot.
To test HubSpot v2, create a temporary Office or Contact Center with v1 disabled, and v2 enabled.
If that’s not possible, ask your team members not to ‘Connect to HubSpot’ in the HubSpot V2 widget.
To enable HubSpot for your company, go to your Dialpad Admin Settings.
Select My Company > Integrations
Beside HubSpot V2, select Options
Select Manage Settings
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Check Enable this feature, then select Save
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Return to the Integrations page
Beside HubSpot V2, select Options > Connect
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Choose which HubSpot account you’d like to connect
Follow the prompts to grant permissions
Return to the Integrations page and customize as needed
Note
If you don’t want your Contact Centers, Departments, or users to be able to customize their HubSpot settings, check the box beside Lock settings for all users, departments, and contact centers.
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Once HubSpot V2 has been enabled at the company level, its time to enable the integration for your Contact Centers. HubSpot V2 must be enabled for each Contact Center.
Head to your Dialpad Admin Settings > Contact Centers
Select the desired Contact Center
Select Integrations
Beside HubSpot V2, select Options > Connect
Enter your HubSpot login credentials
Choose which HubSpot account you’d like to connect
Follow the prompts to grant permissions
Return to the Integrations page and customize as needed
Note
By default, Offices and shared lines inherit the Company-set HubSpot V2 settings.
Admins can customize settings for each Contact Center, Office, and Department by selecting Customize for this Office in the line’s integration settings.
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Connect your HubSpot account
Once HubSpot V2 has been enabled for your company, each team member must connect their HubSpot account.
To connect your HubSpot account, go to your Dialpad app
Open a conversation, or the Skinny Bar
Navigate to HubSpot V2 > Connect HubSpot V2
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Enter your HubSpot credentials, then grant permissions
Call logging
If a HubSpot contact is matched to a Dialpad call, call details are automatically logged to HubSpot. You can also manually log a call by logging a note during the call.
In HubSpot, you’ll see the call direction (inbound or outbound), the URL to the Dialpad Call Summary, and the link to the call recording.
If the call was a Contact Center call, you’ll also see the call disposition details.(1).png)
Tip
You can make and receive calls in HubSpot without using any plugins.
Call logging settings
In the Call Logging section, define how and when you’d like calls to be logged to HubSpot.
Log calls as activities: When enabled, a HubSpot call activity will automatically be created for each call.
Log missed calls as activities: When enabled, a HubSpot activity will be created for missed calls with and without voicemail.
Post call recordings to HubSpot: When enabled, a link to the user's call recording will be posted to the HubSpot activity.
Post Ai transcript URL to HubSpot: When enabled, a link to the call's Ai transcript will be posted to the HubSpot activity.
Post Ai-generated data to HubSpot: When enabled, Ai-generated call summary, transcript, recap, action items, CSAT will be posted to the HubSpot activity.
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Check the box beside each setting you want to define, then select Save.
Contact matching
Once connected, your recent HubSpot contacts are fetched and loaded on the Dialpad sidebar whenever you load a contact. Please note, Dialpad does not currently sync or update Dialpad Contacts with HubSpot contacts.
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Anytime you select a contact on Dialpad, their HubSpot information will appear on the sidebar.
Rematch a contact
Need to change the matched contact? No problem!
To change (rematch) a contact:
Hover over the contact details in the HubSpot V2 widget
Select Rematch
Enter a different contact’s name or number in the search bar
Select the name of the contact you’d like to match
Multiple contact match
If multiple contacts are found, you’ll see potential matches listed in the HubSpot V2 widget.(3).png)
To match the Dialpad contact to the correct HubSpot contact, select the name.
No contact match
If the Dialpad contact or number is not already assigned to a HubSpot contact, use the search bar to find an existing HubSpot contact.
Create HubSpot contact
If the Dialpad contact or number does not match to an existing HubSpot contact, create a new HubSpot contact right from the Dialpad app.
To create a new HubSpot contact:
Access the HubSpot V2 widget from the conversation
Find the widget by selecting the contact’s name, or opening the Skinny Bar
Select Create new record
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Enter the contact’s details > Create
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Tip
HubSpot contacts can be created at any time. You can create them from the conversation panel, or during an active call.
SMS logging
If a HubSpot contact is matched to a Dialpad SMS interaction, and SMS logging is enabled in HubSpot, SMS messages sent via Dialpad are automatically logged to HubSpot..png)
To enable SMS logging, head to your Activity tab in HubSpot. Under Filter activity, check the box beside SMS.
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Note
To enable SMS logging from a Contact Center, your Admin needs to (re)authenticate the Contact Center from its integration settings. This is a one-time activity.
SMS settings
Determine if SMS messages should be logged as activities and set your default country code.
You can also choose to track SMS OPT-OUT requests..png)
Create a task
Once a HubSpot contact has been assigned to the number, use the HubSpot V2 widget to create a task that will log to HubSpot, and appear in Dialpad.
To create a task:
Open the HubSpot V2 widget
Access the widget by selecting the contact’s name, or by opening the Skinny Bar
Select Create Task
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Enter the Task details
Be sure to set the Priority and Task type
Select Create
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Once created, you’ll see your Task in HubSpot.
Log a note
Once a HubSpot contact has been assigned to the number, use the HubSpot V2 widget to create a note that will log to HubSpot, and appear in Dialpad.
To create a note:
Open the HubSpot V2 widget
Access the widget by selecting the contact’s name, or by opening the Skinny Bar
Select Log Note
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Enter the note details
If the contact has any assigned deals, you’ll also see the option to link one of their deals to the note.
Select Log
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Logged notes appear under the Activities section for a matched HubSpot contact.
Logging Dialpad Ai information in HubSpot
When the Post Ai-generated data to HubSpot setting is enabled, Dialpad will send the AI data to every call activity..png)
Here are the Dialpad Ai features logged to, and supported in HubSpot V2.
Field label | Field type | Description |
|---|---|---|
Rich Text | Ai Recap of a call with 255 character limit. | |
Rich Text | The action items detected in a call | |
Ai Outcome | Text | The outcome of the call, generated along with Ai Recap |
Text | Ai developed call purpose, accessible in the AI Recap object | |
Percentage | Numeric value that explains how much a person adheres to the Ai Playbook | |
Number | Ai generated CSAT score |
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 V2 widget.
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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. |
← | Write | Email is optional when creating a contact from Dialpad. | ||
→ | 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 V2 widget.
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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 V2 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 V2 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). |
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:
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Based on this view, you can also create a Kanban View of the Service Tickets module.
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Keep in mind that by default, these tickets are logged to the default Service Pipeline.
SMS campaign workflows
If you use HubSpot to manage SMS campaigns, 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.
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Once you’ve specified numbers, they will appear on the Workflow while setting up Actions such as Send SMS.
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 V2 > Send SMS
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Configure how to send SMS
Save changes
Select Review and Publish
Tip
Learn more about SMS workflows on the HubSpot support page.
Frequently asked questions
Where can I find more information about this feature?
Find setup steps, tips, and answers to common questions in our full FAQ guide.
I have thoughts, where can I share my feedback?
A huge part of the EAP process is getting your feedback on what’s working and what could use some more attention before we publicly launch the feature.
Please share your feedback with our Customer Care Team.
Please note that we may use your responses in marketing promotions for the product launch (don’t worry, we will ask for approval before doing so).