Integrating CallRail with your HubSpot account allows you to send calls, text messages, and form submissions directly to your HubSpot contact activity timelines for a unified look at your lead management.
If you'd like to learn more, check out these support articles:
Calls and Texts Data in Hubspot.
Getting started
In order for CallRail to send data to HubSpot, you'll need your company's JavaScript snippet installed on your website.
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.
- Select the Integrations icon on the left navigation bar.
- Select Hubspot from the list of integrations.
- Choose the company where you’d like to set up this integration.
- Choose which interaction(s) they'd like to send to HubSpot. All interactions will be selected by default, but you can opt out of a specific interaction type. You can choose from:
- Inbound calls
- Outbound calls
- Text messages
- Forms.
- If you opt out of an interaction type, you will not see any contacts OR activities posted from it. For example, if you deselect "Text messages," you will not see any new contacts created from texts to their tracking numbers OR activity records for the text conversations.
- Select Authorize.
- You'll be taken to HubSpot and asked to login to your HubSpot account. We will never see your HubSpot password. If you have access to multiple accounts, this is where you'll choose which one you'd like to connect to the integration. Click Choose Account.
- In the Contact settings in HubSpot section, you'll have the following options.
- Choose Create a new contact when no contact is found, to allow CallRail to post new contacts to HubSpot.
- Choose Do not create new contacts, and CallRail will only post call activities to existing contacts within your HubSpot account.
- Choose Create "@call.com" email addresses, and CallRail will include @call.com email addresses for every new contact we create. We only recommend choosing this setting if part of your HubSpot configuration requires an email address for each contact.
Please note: Contacts created from a HubSpot cookie (hutk) require an email address in HubSpot, so some contacts created by the integration may still include @call.com email addresses even if this setting is disabled. - Once you've selected your configurations, select Update.
- After choosing your HubSpot account, you will be asked to agree to the scope of CallRail data the integration needs access to. Click the checkbox to agree to the scope, and click Connect App.
How the integration works
Calls, texts and forms tracked through CallRail are sent to HubSpot as activities. Each activity is linked to the corresponding existing HubSpot contact (based on the HubSpot cookie or phone number.) If there is no existing Hubspot contact, a new one will be created.
If we match a HubSpot contact and they have a “real” email address (not “@call.com”,) it will be added to the lead’s data in CallRail.
How CallRail sends data to Hubspot
CallRail sends the following information to Hubspot:
- The tracking number.
- Number name.
- Company name associated with the tracking number.
- Keywords.
- Landing page info.
- Call recording.
- Call recordings can be listened to directly in HubSpot.
- Call duration.
- Contents of any text message sent.
- Tags.
- A comma separated list of any tags applied to the call, form, or text.
- Value.
- The monetary value applied to the call, form, or text.
- Qualified Lead status.
- The qualified score from the interaction (“Good lead”, “Not a lead” or “Not scored”,) accordingly
- Medium (first touch.)
- The first touch medium (what they’d see in activity logs and reports.)
- Medium (last touch.)
- The last touch medium.
- Campaign (first touch.)
- The first touch campaign (what you will see in activity logs and reports.)
- Campaign (last touch.)
- The last touch campaign.
- website pool gclid (if using our Google Call Details forwarding integration)
If you are using CallRail’s premium conversation intelligence (PCI), we will also send the call summary into the call notes field inside of HubSpot.
For calls, CallRail will send all of the above information, plus:
- Destination number (the destination number the call was routed to.)
- Caller sentiment (if applicable.)
For forms, CallRail will send all of the above information, plus form submission data (including names, contact information, and contents of form fields) to the HubSpot contact timelines.
How CallRail uses Hubspot's Original Source field
“Original Source” is an attribution field that is populated on contact records in HubSpot and used in attribution-focused reporting. CallRail is able to edit the Original source field, populating it with one of the HubSpot standard values that most closely matches the CallRail-determined first-touch source. For example, a call to a Google Ad Extension number would have a determined source of Google Ads in CallRail and would result in a contact record in HubSpot with an Original source of paid search.
Below is a list of Hubspot Original source values and their associated CallRail-determined sources:
- Organic search.
- Source contains “organic”, “Apple Business”, “Google My Business” or “Google Business Profile” but not “Facebook”, “Instagram”, “Twitter”, “Pinterest”, “Nextdoor” or “Linkedin.”
- Paid search.
- Source contains “Paid” or “Ads” but not “Facebook”, “Instagram”, “Twitter”, “Pinterest”, “Nextdoor” or “Linkedin.”
- Email marketing.
- Source contains “email.”
- Social media.
- Source contains “Facebook”, “Instagram”, “Twitter”, “Pinterest”, “Nextdoor” or “Linkedin” but not “Paid” or “Ads.”
- Paid social.
- Source contains “Facebook”, “Instagram”, “Twitter”, “Pinterest”, “Nextdoor” or “Linkedin” AND either “Paid” or “Ads.”
- Referrals.
- Source contains “Referral.”
- Direct traffic.
- Source contains “Direct.”
- Offline.
- Source contains “Print Ad”, “Billboard”, “Direct mail”, or “Van wrap.”
- Other campaigns.
- The source doesn’t match any other patterns listed.
An overview of the Original source field and its values can be found here.
Troubleshooting CallRail's Hubspot integration
- If there is no attribution data with the Contact records (for example, no call recordings), review your Contact properties and property data types
- If you are seeing duplicate contacts:
- Check if your tracker’s destination number also sends call data to Hubspot.
- If you have a Source property as a picklist in Hubspot, you will see their source data passed to a new field called "Call tracking source."
- Make sure you have enough tracking numbers in your website pool. If there aren’t enough tracking numbers in a website pool, misattribution can occur when capturing the HubSpot tracking cookie (hutk.)
Spam prevention settings in Hubspot
Our integration creates and uses the following forms: Call Tracking Email and Form Capture. We recommend not enabling spam prevention/CAPTCHA for these specific forms, as it will impact our integration's ability to send call and SMS data. If you have enabled spam prevention in HubSpot for these forms, we recommend deactivating it.
See HubSpot’s support article on spam prevention/CAPTCHA.
Deactivating the HubSpot integration
Deactivating a company's HubSpot integration will prevent CallRail from sending data to your HubSpot account. We'll keep your HubSpot credentials saved in case you'd like to reactivate your integration in the future.
- Select the Integrations icon on the left navigation bar.
- Select Hubspot from the list of integrations.
- Choose the company where you’d like to set up this integration.
- Click Deactivate Integration on the right side of the page.
Uninstalling the CallRail app in your HubSpot account
Uninstalling CallRail as a connected app in HubSpot will prevent CallRail from passing lead data to your HubSpot account. Follow the instructions below to disconnect the CallRail app from your HubSpot account.
Prefer HubSpot's instructions? Check out their help article on uninstalling connected apps.
- In your HubSpot account, click the Marketplace icon in the main navigation bar.
- Under Manage, select Connected apps.
- Click Actions on the CallRail app, then click Uninstall.
- In the dialog box, type "uninstall" and click Uninstall.