HubSpot Integration

HubSpot is a premium integration available to customers on the Pro or Elite pricing plan. Learn about the benefits and how to upgrade your account in this article.

Integrating CallRail with your existing HubSpot account allows you to send calls and texts messages directly to your HubSpot contact activity timelines for a unified look at your lead management. You’ll be able to view caller's contact info, listen to call recordings, and see caller activity info like lifecycle stage, first and last touch, and recent interactions all inside your HubSpot timelines. 

Use this article to learn:

  • How CallRail reports data to HubSpot
  • How to integrate CallRail with HubSpot
  • Seeing your CallRail activity in HubSpot
  • How to disable your HubSpot integration

Getting Started

In order for CallRail to send data to HubSpot, you'll need an active tracking number for an online campaign and have dynamic number insertion installed on your website. Both keyword-level and source-level tracking numbers report data to HubSpot. However, keyword tracking numbers provide additional call data such as marketing source, landing page, and PPC keywords.

Learn more about keyword tracking

CallRail will send your tracking number, number name, company name associated with the tracking number, call recording, call duration, and contents of any text message sent or received by a CallRail tracking number as a call or text message activity in your HubSpot contact timelines. 

Call recordings will be available on your HubSpot dashboard for one week after a call was made. After a week, calls will be available in only in CallRail.  

How CallRail Reports Data to HubSpot

Once a call to one of your tracking numbers ends, we'll send the phone call to HubSpot as a call activity. We'll either link the call activity to an existing HubSpot contact or create a new contact using the following process:

  • First, we search for a HubSpot tracking cookie that identifies a caller's previous web sessions. If found, we'll link the cookied user with the call to surface the contact in HubSpot.

  • If there's no tracking cookie, we'll search your HubSpot contact phone numbers for a match. If a match is found, we'll add the call activity to the existing contact in HubSpot.

  • If we can't find any matches for a caller, CallRail will create a new contact with the call activity. (You can choose to not create new leads from CallRail activity on the HubSpot integration page.) 

Integrating with HubSpot

CallRail's integration with HubSpot is company-dependent within your account. Use the instructions below for each company you'd like to integrate with HubSpot.

  1. Click Settings at the top of the page.

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  2. Choose the company you’d like to integrate with HubSpot.

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  3. Select All Integrations from the Integrations menu on the left.

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  4. Choose HubSpot from the list of available integrations.

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  5. Enter your HubSpot ID (HUB ID), which can be found by clicking the Help icon from your HubSpot Dashboard. You can also find your HUB ID at the very bottom of your HubSpot Dashboard, in the gray bar that stretches across the page.



  6. Indicate whether or not CallRail should create a new lead in your HubSpot account when no lead is found.

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    • Choose Create a new lead when no lead is found to allow CallRail to post new leads to HubSpot.
    • Choose Do not create new leads, and CallRail will only post call activities to existing leads within your HubSpot account.

  7. Click Authorize once you've entered your HubSpot ID. You'll be taken to HubSpot and asked to authorize CallRail to use data from your account. We will never see your HubSpot password.

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See Your CallRail Activity in HubSpot

Once CallRail adds a call or text message to an existing contact or creates a new contact in HubSpot, you can view calls and texts to your tracking numbers in your contact activity timeline. 

  1. In your HubSpot account, select Contacts in the top navigation.

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  2. All of your contacts will be updated with any CallRail call or text activity and the corresponding contact properties we send. You can filter your contacts based on these properties in the left sidebar. 

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  3. You can also see call and text activity in each contact activity timeline. Each contact will also be updated with all contact properties we send, such as last tracking number contacted or caller id. 

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Refer to this HubSpot help article for a quick tour of contacts and contact properties

Trigger Workflows for Phone Calls

You can create workflows in HubSpot that will trigger an action based on your selected criteria whenever you receive a phone call to a tracking number. 

Read more about HubSpot workflows.

If you're transitioning from the HubSpot Legacy integration, use these instructions to clone your existing workflows and set them up to work with this updated integration. 

  1. On your HubSpot Marketing dashboard, click the Contacts drop-down and select Workflows.

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  2. Edit an existing workflow or select Create Workflow.

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  3. Name your workflow.

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  4. Click Set Enrollment Triggers and in the sidebar select Activity, Activity Type, and then Call to create a workflow trigger based on calls.

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  5. You can then further customize your workflow based on other call properties as Trigger Criteria such as call duration, call outcome, and more. For example, these calls will only trigger an action when they are connected calls that last longer than 5 minutes. 

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  6. If you’re using keyword pools, you can also customize workflows based on contact properties such as such as the Original Source, First Source Contacted, Last Source Contacted, or Last Landing Page.

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  7. Once you've created your trigger criteria, you can add an action or multiple actions to complete your workflow. 

    Read more about creating workflows in this HubSpot help article

Disabling HubSpot Integration

Disabling a company's HubSpot integration will prevent CallRail from sending campaign data to your HubSpot account. We'll keep your HubSpot credentials saved in case you'd like to re-activate your integration in the future.

  1. Click Settings at the top of the page.

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  2. Choose the company whose integration you'd like to disable.

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  3. Select All Integrations from the Integrations menu on the left.

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  4. Choose HubSpot from the list of integrations.

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  5. Select Disable Integration on the right side of the page.

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  6. Click Disable to turn off your HubSpot integration.

FAQ

What call data is sent to HubSpot?

For all tracking numbers, we'll send: 

  • Customer phone number
  • Call duration
  • Call recording link
  • First name 
  • Last name
  • City 
  • State
  • Email (formatted as phonenumber@call.com)
  • CallRail tracking number called and company name
  • First source contacted
  • First tracking number contacted
  • Last source contacted 
  • Last tracking number contacted

In addition, keyword pools will also send:

  • Gclid
  • Original source
  • PPC keyword
  • Last landing page visited  

What if I'm using workflows from the HubSpot Legacy integration?

If you're transitioning from the HubSpot Legacy integration, use the instructions in this help article to update your workflows to work with the current integration. 

Where do I see call activity information in HubSpot?

If you "View all Properties" for a contact's record in HubSpot, you'll see the call data we send to HubSpot within the "Contact Information" and "Analytics History" sections.

All calls to tracking numbers will send the call as a call activity in HubSpot with the associated caller ID, call recording, and first and last source contacted.  

Calls to keyword tracking numbers will also include the marketing source of the call (such as “google_paid” or “direct”) as well as user call data including landing page of the caller, gclid, and PPC keywords.

Why can't I see call recordings for calls made over a week ago?

Call recordings are available in HubSpot for one week after the call was made. After a week, call recordings are available in your CallRail account. 

Why are some HubSpot leads showing as created from an "offline source"? 

If a HubSpot contact is created from a call or text message, it will show as created by an offline source since the contact surfaced from a phone call or text message. 

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