If you use HubSpot as your CRM and have Voice Assist turned on, Voice Assist can now recognize your existing HubSpot contacts during a call and greet them by name instead of asking for information you already have. Voice Assist can also let callers book an appointment directly on your calendar in HubSpot, right in the middle of the conversation, with no one on your team needing to pick up the phone.
This means returning customers and leads get a faster, more personal experience, and you can capture and confirm appointments automatically, even after hours.
Before You Begin
- You must have an active HubSpot account connected to CallRail.
- Voice Assist must be turned on for your account. Both the caller recognition feature and appointment booking are Voice Assist capabilities and will not work without it.
- To let Voice Assist recognize callers, you must turn on the option to pull HubSpot data into CallRail and agree to let Voice Assist access and share contact information with callers.
- To let Voice Assist book appointments, your HubSpot account needs a paid HubSpot Scheduler and a calendar connected inside HubSpot. If no calendar is connected, bookings will fail.
- If you connected HubSpot before this update, you will need to reauthorize the connection one time to turn on appointment booking. This is a one-time step and will not disconnect your existing integration.
Connect HubSpot Contact Recognition
- In CallRail, go to your HubSpot integration page.
- Check the box to pull HubSpot data into CallRail.
- Confirm you understand that Voice Assist may access and share contact information from HubSpot with callers, then save your changes.
- If your HubSpot connection was set up before this update, click to reauthorize the connection so the new permissions take effect.
Once this is turned on, Voice Assist will automatically look up new callers against your HubSpot contacts. There is nothing else to configure for this part of the feature.
Set Up Agentic Scheduling for HubSpot
- From the HubSpot integration page, click Agentic scheduling for HubSpot.
- If prompted, reauthorize your HubSpot connection to allow scheduling.
- Choose which event types you want Voice Assist to be able to book. You must choose at least one.
- Click Update to save your scheduling settings.
- In HubSpot, confirm that a calendar is connected to the meeting link(s) you selected and that they have open availability. Voice Assist cannot book a meeting if no calendar is connected or there are no open times.
Data
When a call comes in and a match is found, Voice Assist reads the following information from the caller's HubSpot contact record: first and last name, email, phone number, street address, city, state, country, postal code, time zone, the name of the contact owner, and whether the contact is marked as a customer.
Voice Assist matches callers using their email address first, then their phone number. This information is used only during the call to personalize the conversation. It is not permanently stored by CallRail, and Voice Assist does not currently write call summaries or transcripts back to HubSpot. If Voice Assist does find a match, the call is tagged in CallRail so you can see recognition happened.
For appointment booking, Voice Assist reads your available meeting times and any required questions from your HubSpot scheduling page, then creates a confirmed booking in HubSpot once the caller chooses a time and answers those questions.
Voice Assist does not have access to HubSpot deals, pipeline stages, notes, custom properties, or company-level information. It also only checks one matching contact per caller. If a caller is linked to more than one HubSpot contact, only one record is used.
Troubleshooting
| Issue | Likely cause | What to do |
|---|---|---|
| Voice Assist doesn't recognize a caller you expect it to know | The contact's email or phone number in HubSpot doesn't match the caller's, or the number is formatted differently | Check that the contact exists in HubSpot with a matching email address or phone number |
| A call isn't tagged as a HubSpot match, even though you expected one | Voice Assist didn't find a match, or the lookup failed or timed out. In either case, the call still proceeds normally as a standard call. | This is expected for first-time or unmatched callers. No action needed unless you believe the contact should have matched. |
| Voice Assist tells the caller there are no available times to book | No calendar is connected to the meeting link in HubSpot, or that meeting link has no open availability | Connect a calendar in HubSpot and confirm the meeting link has open time slots |
| Voice Assist can't complete a booking | Your HubSpot connection hasn't been reauthorized for scheduling, or your HubSpot account doesn't have a paid Scheduler | Reauthorize your HubSpot connection and confirm your HubSpot plan includes the Scheduler |
| A required question from your HubSpot scheduling page didn't come through on a booking | The question isn't marked as required on the HubSpot scheduling page | In HubSpot, confirm the question is marked required on the relevant scheduling page |
Frequently Asked Questions
Can Voice Assist reschedule or cancel an appointment it booked?
No. HubSpot's scheduling tools don't currently support canceling or rescheduling a booking through this integration. Callers who need to change an appointment will need to do so directly, or a team member can help.
Will Voice Assist know about a caller's open deals or past support notes?
No. Voice Assist only reads standard contact information (name, contact details, address, time zone, contact owner, and customer status). It does not have access to deals, pipeline stages, notes, or custom fields in HubSpot.
What happens if a caller isn't in HubSpot yet?
Voice Assist proceeds with a standard call and collects the caller's information as usual. There's no difference in the caller's experience.
Do I need to reconnect HubSpot to use these features?
If you already have HubSpot connected, you don't need to reconnect to use contact recognition. To turn on appointment booking, you will need to reauthorize your connection one time so CallRail can request the additional scheduling permission.