Dialpad + Hubspot V2

We know you love HubSpot and have been using our native integration for years. Dialpad is on a mission to constantly iterate and innovate, and so we’ve created Dialpad for Hubspot V2! Enjoy all the features of our existing integration, and add SMS logging for personal and shared numbers, ticket and SMS workflows, note and task logging, and, of course, better contact management.

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

Once you’re enrolled in the EAP, it's time to 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).

To enable HubSpot for your company, head to your Dialpad Admin Settings.

1. Select My Company

2. Navigate to Integrations

3. Beside HubSpot V2, select Options

4. Select Manage Settings

   

5. Check Enable this feature, then select Save

   

6. Return to the Integrations page

7. Beside HubSpot V2, select Options

8. Select Connect

   

9. Choose which HubSpot account you’d like to connect

10. Follow the prompts to grant permissions

11. Return to the Integrations page and customize as needed

Learn about the customization options in the Advanced Settings section.

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.

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.

1. Head to your Dialpad Admin Settings

2. Navigate to Contact Centers

3. Select the desired Contact Center

4. Select Integrations

5. Beside HubSpot V2, select Options

6. Select Connect

   

7. Enter your HubSpot login credentials

8. Choose which HubSpot account you’d like to connect

9. Follow the prompts to grant permissions

10. Return to the Integrations page and customize as needed

Learn about the customization options in the Advanced Settings section.

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.

Connect your HubSpot account

Once HubSpot V2 has been enabled for your company, each team member must connect their HubSpot account.

From the Dialpad app:

1. Open a conversation, or the Skinny Bar

2. Navigate to HubSpot V2

3. Select Connect HubSpot V2

   

4. Enter your HubSpot credentials, then grant permissions

Note

If you have HubSpot V2 and HubSpot V1 enabled, multiple activities will be logged to HubSpot.

To test 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.

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.

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:

1. Hover over the contact details in the HubSpot V2 widget

2. Select Rematch

   

3. Enter a different contact’s name or number in the search bar

4. 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.

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:

1. Access the HubSpot V2 widget from the conversation

2. Find the widget by selecting the contact’s name, or opening the Skinny Bar

3. Select Create new record

   

4. Enter the contact’s details

5. Select Create

   

Tip

HubSpot contacts can be created at any time. You can create them from the conversation panel, or during an active call.

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.

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.

To enable SMS logging, head to your Activity tab in HubSpot. Under Filter activity, check the box beside SMS.

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.

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.

SMS campaign workflows

If you use HubSpot to manage SMS campaigns, you can define a list of numbers you want to use to send SMS campaigns.

Admins can add or remove SMS workflow numbers from the SMS workflows section of the integration settings at any time.

Once you’ve specified numbers, they will appear on the Workflow while setting up Actions such as Send SMS.

The below image demonstrates a complete SMS workflow.

Advanced settings

Customize your office or company’s HubSpot experience using our Advanced Settings.

1. Head to the interactions section of your Contact Center, Office, or Company

2. Beside HubSpot V2, select Options

3. Select Manage settings

   

Here, you can customize your call logging and ticket creation settings, as well as your SMS and SMS Workflow preferences.

Let’s take a look at each one.

Call logging settings

In the Call Logging section, define how and when you’d like calls to be logged to HubSpot.

Let’s look at the options.

• 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.

Check the box beside each setting you want to define, then select Save.

Ticket creation settings

Define when you want new tickets to automatically be created each time a call occurs.

For each scenario, select what ticket type you’d like to be created.

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.

SMS workflow settings

Enter the phone numbers that you want to allow HubSpot to send messages.

Don’t forget, these numbers must belong to your company, and be assigned to an Office or Contact Center.

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:

1. Open the HubSpot V2 widget

   1. Access the widget by selecting the contact’s name, or by opening the Skinny Bar

2. Select Create Task

   

3. Enter the Task details

   1. Be sure to set the Priority and Task type

4. Select Create

   

Once created, you’ll see your Task in HubSpot.

Create 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:

1. Open the HubSpot V2 widget

   1. Access the widget by selecting the contact’s name, or by opening the Skinny Bar

2. Select Log Note

   

3. Enter the note details

   1. If the contact has any assigned deals, you’ll also see the option to link one of their deals to the note.

4. Select Log

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.

Here are the Dialpad Ai features logged to, and supported in HubSpot V2.

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.

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.

Call activity

Call activity is listed in HubSpot V2 widget.

The following call activity details are created from Dialpad to HubSpot whenever you log a call.

SMS activity

Similar to call activity, SMS activity is logged from Dialpad to HubSpot.

Tasks

Tasks can be created from Dialpad, however, existing HubSpot tasks are not visible in the HubSpot V2 widget within Dialpad.

Notes

Notes can be created from Dialpad, however, existing HubSpot notes are not visible in the HubSpot V2 widget within Dialpad.

Tickets

Service tickets are automatically created based on the configuration you have set.

Frequently asked questions

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.

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.

Should we disable the original HubSpot integration if we are using HubSpot V2?

Having both HubSpot integrations active will lead to duplicate activities.

If you are testing V2 and want to keep HubSpot V1 active, please create a temporary office or Contact Center and make sure that the temporary office does not have HubSpot V1 enabled.

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.

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:

1. Make sure you have matched a contact on the sidebar

   1. SMS logging won’t work for unmatched contacts.

2. Make sure there was no SMS activity for that day

   1. Dialpad compiles all SMS logs on a daily basis, not per message. You’ll see all messages for the day listed in 1 activity.

   2. Be mindful of the timezone, your HubSpot timezone might be different than that of your Dialpad Office.

3. Reconnect HubSpot from the sidebar

   1. 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.

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).