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Log calls in HubSpot

Call Tracking logs each call in the client's HubSpot account as a call on the contact whose phone number matches the caller, creating the contact if needed. Optionally it creates a task so someone follows up.

Before you begin

  • You can sign in to HubSpot as a user who can install apps in the client's account, usually a super admin.
  • You have the Owner or Editor role in the Call Tracking project.

Connect

There are two ways in. Both end with the same integration on the tracking site's Integrations page.

From the Enfonica Console

  1. In the Enfonica Console, open the tracking site and click Integrations.
  2. On the HubSpot card, click Connect.
  3. Sign in to HubSpot, choose the account, and allow the Enfonica Call Tracking app. You return to the Integrations page with the card showing Connected.
  4. Click Configure.
  5. Leave Create new contacts on to add a contact for callers who aren't in HubSpot yet. Turn it off to log calls only for people already in the CRM; calls from unknown numbers are then not logged.
  6. Leave Push missed calls on to log unanswered calls as well. They are often the most valuable to follow up.
  7. Turn on Create follow-up task to create a task for each logged call.
  8. Turn on Include the transcript to add the call transcript to the logged call's notes.
  9. Turn on the integration and save.

The card shows Connected. Calls that end from now on are logged.

From the HubSpot Marketplace

  1. In HubSpot, open the Enfonica Call Tracking listing in the App Marketplace and click Install app.
  2. Sign in to the Enfonica Console if asked.
  3. Choose the Call Tracking project, then the tracking site the HubSpot account belongs to. Sites that are already connected are marked.
  4. Allow the app in HubSpot. You return to HubSpot's Connected Apps with the app listed.
  5. In the Enfonica Console, open the tracking site, click Integrations, then Configure on the HubSpot card and set the options above.

Installing to a site that is already connected replaces its connection rather than adding a second one. The install must be completed within ten minutes of starting; after that, start again from the listing.

What is logged

For each call:

  1. Call Tracking searches the account's contacts for the caller's phone number. If none matches, it creates a contact with that phone number, or, with Create new contacts off, skips the call.
  2. It logs a call on the contact with the time, direction (inbound), outcome (Connected or No answer), duration, and a note containing the AI summary, the labels, the attribution (source, medium and campaign), the device (category, browser and operating system) and, if Include the transcript is on, the transcript.
  3. If Create follow-up task is on, it creates a call task assigned to the contact's owner, due in one hour, with high priority for missed calls. The task's note doesn't include the transcript.

Calls are logged after they end, and after AI Call Insights finishes if it is on. Each call is logged once; a failed attempt isn't retried.

When the call is logged

A call is sent to HubSpot, and to every other integration, once it is complete: unanswered calls and calls on numbers without recording as soon as they end, recorded calls once the transcript and AI Call Insights are ready, usually a few minutes after the call. Very long transcripts are cut at HubSpot's limit of 65,536 characters, with a note; the full transcript is on the call's details page in the Console.

Disconnect

Click Disconnect on the card. This stops logging for this tracking site and, if no other tracking site is connected to the same HubSpot account, uninstalls the Enfonica Call Tracking app from that account; HubSpot emails the account's super admins about the removal. Other tracking sites connected to the same account keep working. Calls already logged stay in HubSpot. You can reconnect later.

If someone uninstalls the app from inside HubSpot, HubSpot doesn't tell us directly. The next time the Integrations page is opened, or a call is logged, Call Tracking checks with HubSpot and the card shows Disconnected. Click Connect to reconnect.

Troubleshooting

Problem Check
Calls aren't logged The card shows Connected and the integration is enabled. The HubSpot chip on the call shows delivered or failed.
Missed calls aren't logged Push missed calls is on under Configure.
Calls logged on the wrong contact Two contacts share the phone number. Merge them in HubSpot.
Contacts created for spam callers Every caller without a matching contact becomes a contact. Turn off Create new contacts to log only known callers, use the labels on the call to find and delete them, or turn off missed-call logging.
Calls from new callers aren't logged Create new contacts is off under Configure. Only callers who already match a contact are logged.
Installing from the Marketplace shows no projects Your Enfonica user has no project with Call Tracking enabled. Ask a project owner to add you, or connect from the Console instead.
Installing from the Marketplace shows no sites, or "no permission" The project has no tracking sites yet, or your role can't create integrations. You need Owner or Editor.
The install returns to HubSpot without connecting The install took longer than ten minutes, or was started from an old link. Start again from the listing.

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