Overview

HubSpot is an all-in-one CRM, marketing, sales, and service platform. The Cloud-PBX integration brings telephony capabilities directly into HubSpot, providing your teams with complete customer context during every call.

Key Features:

• Screen pop with contact, company, and deal information
• Automatic call logging to timeline
• Click-to-call from any HubSpot record
• Call recording embedded in activity
• Native HubSpot interface integration
• Workflows triggered by call events
• Call analytics in HubSpot reports

Benefits:

• Complete customer communication history
• Marketing attribution with call tracking
• Sales pipeline visibility with call data
• Service ticket integration
• Advanced reporting and analytics

Features

Screen Pop

Incoming calls automatically display the caller's HubSpot record with full context:

Information Displayed:

• Contacts: Full contact profile with lifecycle stage
• Companies: Organization details and all associated contacts
• Deals: Open opportunities and pipeline position
• Tickets: Active support cases
• Activity Timeline: Recent emails, meetings, calls, notes
• Lead Score: Marketing qualification score
• Lifecycle Stage: Subscriber, Lead, MQL, SQL, Opportunity, Customer

Screen Pop Experience:

Incoming Call: +1-555-234-5678
↓
HubSpot Search: Contacts, Companies, Deals
↓
Match Found: "Sarah Johnson - TechCorp Inc."
↓
Display:
  - Contact: Sarah Johnson (Marketing Director)
  - Company: TechCorp Inc. (Enterprise, 500 employees)
  - Deal: Q4 Enterprise License ($50,000, Negotiation stage)
  - Last Activity: Opened pricing email yesterday
  - Lead Score: 85 (Hot Lead)
  - Lifecycle: Sales Qualified Lead
↓
Agent Context: Ready to discuss pricing, hot opportunity

Automatic Call Logging

Every call creates an activity record in HubSpot:

Call Activity Details:

• Type: Call activity (inbound/outbound)
• Timestamp: Date and time with time zone
• Duration: Talk time and total time
• Outcome: Completed, no answer, left voicemail, busy
• Recording: Embedded audio player in timeline
• Notes: Agent notes during/after call
• Disposition: Custom call outcomes
• Associated Records: Contact, company, deal, ticket

HubSpot Timeline View:

Today at 2:45 PM
📞 Outbound Call
Duration: 7 minutes, 35 seconds
Outcome: Connected - Demo Scheduled
Recording: [▶ Play Recording]
Notes: Customer very interested in Enterprise features.
       Scheduled demo for next Tuesday 10 AM.
       Key concerns: Data security, API integrations.
       Decision makers: Sarah (Marketing) + CTO approval needed.
Associated:
  - Contact: Sarah Johnson
  - Company: TechCorp Inc.
  - Deal: Q4 Enterprise License
  - Task Created: Prepare demo with security focus

Automatic Workflows:

• Create follow-up task after call
• Update deal stage based on outcome
• Add contact to email sequence
• Notify sales manager of important calls
• Update lead score based on call engagement

Click-to-Call

Call from Anywhere in HubSpot:

• Phone icon next to every number
• One-click calling from contact records
• Call from company pages
• Dial directly from deal records
• Call from support tickets
• List view quick-dial
• Mobile app integration

HubSpot Native Integration: Unlike other CRMs, Cloud-PBX can integrate natively into HubSpot's calling interface:

• Calls appear in HubSpot's call widget
• Use HubSpot's built-in dialpad
• Status updates in real-time
• Native mobile experience

Contact & Company Sync

HubSpot → Cloud-PBX:

• Sync contacts and companies
• Phone numbers for caller ID
• Lifecycle stage and lead score
• Custom properties
• Company logo/contact photo

Cloud-PBX → HubSpot:

• Create contacts from unknown callers
• Update last contacted timestamp
• Add call activity to timeline
• Update phone numbers
• Set contact property: "Last Call Date"

Sync Configuration:

Settings → Integrations → CRM → HubSpot → Sync

Contact Sync:
  ☑ All Contacts
  ☐ Filter by Lifecycle Stage: [Select stages]
  ☑ Include Companies
  ☐ Contacts Only (no companies)

Sync Frequency: Real-time via webhooks
Unknown Callers: Create new contact automatically
  Lead Source: "Phone Call - Inbound"
  Lifecycle Stage: Lead

HubSpot Workflows Integration

Trigger Workflows from Call Events:

Example Workflow 1: Post-Call Follow-Up:

Trigger: Call activity logged
Filters: 
  - Call duration > 3 minutes
  - Call outcome = "Connected"
Actions:
  - Wait 1 hour
  - Send follow-up email: "Thanks for your time..."
  - Create task: "Follow up on discussion points" (+2 days)
  - Add to sequence: "Post-call nurture"

Example Workflow 2: Missed Call Recovery:

Trigger: Call activity logged
Filters:
  - Call direction = Inbound
  - Call outcome = "No Answer" or "Missed"
  - Contact lifecycle = Lead or MQL
Actions:
  - Create high-priority task: "Call back [Contact]" (due: 1 hour)
  - Send SMS: "Sorry we missed your call! We'll call back soon."
  - Assign to: Contact owner (or round-robin)
  - Notify: Sales manager if VIP contact

Example Workflow 3: Deal Stage Progression:

Trigger: Call activity logged
Filters:
  - Associated with deal
  - Call disposition = "Demo Scheduled"
Actions:
  - Move deal to stage: "Demo Scheduled"
  - Create meeting: Calendar invite for demo
  - Update deal property: "Demo Date"
  - Send internal notification to demo team
  - Add contact to email sequence: "Pre-demo prep"

Call Analytics & Reporting

HubSpot Reports with Call Data:

Sales Performance Dashboard:

• Calls made/received per rep
• Average call duration by rep
• Connect rate and conversion rate
• Calls to closed-won ratio
• Revenue per call

Marketing Attribution:

• Call source analysis (campaigns, ads, forms)
• First touch: Which marketing channel led to call?
• Multi-touch: All touchpoints before call
• ROI: Cost per call by campaign
• Call conversion rates by source

Custom Reports:

HubSpot Reports → Create Custom Report

Example: "Sales Call Effectiveness"
Data Source: Call Activities
Metrics:
  - Count of calls
  - Average duration
  - Sum of associated deal value
  - Conversion rate (call → closed-won)
Filters:
  - Date range: This quarter
  - Owner: Sales team
  - Outcome: Connected
Visualization: Bar chart by sales rep

Setup Guide

Settings → Integrations → CRM → HubSpot

Connected: ✅ HubSpot Portal: company-name.hubspot.com

Features:
  ☑ Screen Pop on incoming calls
  ☑ Automatic call logging
  ☑ Click-to-call
  ☑ Call recording links
  ☑ Contact & company sync
  ☑ Unknown caller → Create contact

Call Logging:
  Log to: Timeline (Call activity)
  Require notes: Optional (recommended: Yes)
  Require disposition: Yes
  Associate with: Contact, Company, Deal (auto-detect)

Screen Pop:
  Behavior: Open in same tab
  Priority: Contact > Company > Deal
  Fallback: Create contact form

Settings → Integrations → Connected Apps → Cloud-PBX

Status: Connected
Last Sync: 2 minutes ago
Active Users: 12

Call Settings:
  ☑ Enable click-to-call for all users
  ☑ Log all calls automatically
  ☑ Record calls by default
  Call recording notice: "This call is recorded for quality"

Settings → Integrations → HubSpot → User Mapping

Cloud-PBX User        HubSpot User
──────────────────────────────────────
John Smith       →    [email protected]
Mary Johnson     →    [email protected]
Bob Williams     →    [email protected]

Cloud-PBX: Settings → Integrations → HubSpot → Dispositions

Map Call Outcomes:
  Connected          → Connected
  No Answer          → No Answer
  Voicemail          → Left Voicemail
  Busy               → Busy
  Custom: "Demo Set" → Demo Scheduled
  Custom: "Quote"    → Quote Sent

HubSpot: Automation → Workflows → Create Workflow

Workflow: "Post-Call Follow-Up"
Trigger: Call Activity is logged
Enrollment: Contact
Filters:
  - Call outcome is "Connected"
  - Call duration is greater than 2 minutes
Actions:
  1. Delay: 1 hour
  2. Send email: "Thanks for speaking with us"
  3. Create task: "Follow up on call" (+2 business days)
  4. If contact is in deal: Add internal note to deal

Advanced Configuration

HubSpot Sales Extension

Chrome Extension for Enhanced Click-to-Call:

1. Install HubSpot Sales Chrome Extension
2. Install Cloud-PBX Chrome Extension
3. Extensions work together:
   • HubSpot detects contacts
   • Cloud-PBX handles dialing
   • Call logged to HubSpot automatically

Enhanced Features:

• Call from Gmail with HubSpot context
• See HubSpot contact info during call
• Log calls from any webpage
• Track email + call together

Custom Object Integration (Enterprise)

Integrate with HubSpot Custom Objects:

Example: Property Management CRM

Custom Object: "Properties"
Fields: Address, Type, Value, Status

Integration:
  - Store property phone numbers
  - Screen pop property record on call
  - Log calls to property timeline
  - Associate calls with tenant contacts

Setup:

Settings → Integrations → HubSpot → Custom Objects

Enable Custom Object: Properties
  Primary Field: Property Address
  Phone Field: Property Phone
  Screen Pop: Yes
  Call Logging: Yes

Calling SDK Integration (Advanced)

Embed Cloud-PBX in HubSpot Interface:

For seamless native experience:

Settings → Integrations → HubSpot → SDK Integration

Enable Native Calling: Yes
Display: HubSpot call widget
Status Updates: Real-time
Call Controls: Answer, Hold, Mute, Transfer (in HubSpot UI)

User Experience:

• User stays in HubSpot (no window switching)
• Call controls in HubSpot sidebar
• Contact record visible during call
• Post-call form appears automatically

Marketing Attribution

Track Call Sources:

UTM Parameters:

Website visitor clicks ad → Lands on pricing page with UTM
↓
?utm_source=google
 &utm_medium=cpc
 &utm_campaign=enterprise_q4
↓
Calls phone number on page
↓
Cloud-PBX captures UTM from session
↓
Logs call to HubSpot with source data
↓
HubSpot attributes call to Google Ads campaign

Setup:

Cloud-PBX: Settings → Integrations → HubSpot → Attribution

Track Call Sources: Yes
Methods:
  ☑ UTM parameters (from website session)
  ☑ Referrer URL
  ☑ Landing page
  ☑ Call tracking numbers (dynamic insertion)

Map to HubSpot Properties:
  Call Source → Original Source
  Campaign → UTM Campaign
  Medium → UTM Medium

Troubleshooting

OAuth Authorization Issues

Problem: "Failed to connect to HubSpot"

Solutions:

1. Re-authorize:

   Settings → Integrations → HubSpot
   → Click "Disconnect" → "Reconnect"
   → Authorize again

2. Check Scopes: Required OAuth scopes:

   • crm.objects.contacts.read and .write
   • crm.objects.companies.read and .write
   • crm.objects.deals.read
   • timeline (for call activities)

3. Verify HubSpot Plan:

   • Free plan: Limited API calls (250/day)
   • Upgrade to Starter for higher limits

Call Not Logging to Timeline

Problem: Calls complete but don't appear in HubSpot

Diagnostic Steps:

1. Check integration status: Should be "Connected ✅"
2. Review integration logs:

   Settings → Integrations → HubSpot → Logs
   Look for: "Call logged successfully" or errors

3. Verify API limits not exceeded:
   • HubSpot API limits vary by plan
   • Check: Settings → Account → Usage & Limits
4. Confirm user is mapped
5. Test manual call log

Common Fixes:

• Re-authorize OAuth connection
• Check required HubSpot properties exist
• Verify API call quota not exceeded
• Ensure contact exists (or auto-create enabled)

Screen Pop Not Working

Problem: No screen pop on incoming calls

Checklist:

• ✅ Browser popup blocker disabled for Cloud-PBX
• ✅ Integration status: Connected
• ✅ Phone number in HubSpot matches incoming caller ID
• ✅ User mapped between systems
• ✅ Screen pop enabled in settings

Phone Number Format Matching:

HubSpot: +1 (555) 234-5678
Incoming: 5552345678

Enable: Fuzzy phone matching
  - Strip formatting
  - Ignore country code
  - Match last 10 digits

Click-to-Call Issues

Problem: Click doesn't initiate call

Windows:

1. Install Cloud-PBX Desktop Client
2. Verify running (system tray)
3. Sign in to desktop client
4. Click phone number in HubSpot
5. Desktop client should activate

Mac:

1. Install Cloud-PBX Desktop App
2. Grant accessibility permissions
3. Restart browser
4. Test click-to-call

Alternative: Browser Extension:

• Install Cloud-PBX Chrome/Firefox extension
• Extension intercepts HubSpot calls
• Works without desktop client

Best Practices

Sales Team Optimization

Daily Workflow:

1. Start day: Review "Contacts to Call Today" list
2. Power dial through list using click-to-call
3. HubSpot screen pops provide context
4. Add call notes during conversation
5. Select disposition after each call
6. Workflows auto-create follow-up tasks
7. End of day: Review call metrics in dashboard

Lead Scoring: Integrate call engagement into lead scoring:

HubSpot Lead Scoring:
  Inbound call: +15 points
  Outbound call answered: +10 points
  Call duration > 5 min: +20 points
  Call disposition "Demo Scheduled": +30 points
  Multiple calls (engaged prospect): +25 points

Marketing Team Integration

Campaign Performance:

• Track calls per campaign (UTM attribution)
• Calculate cost per call
• Measure call-to-customer conversion
• Optimize ad spend based on call quality

Content Performance:

• Which web pages generate most calls?
• Blog posts that drive phone inquiries
• Email campaigns → Call response rates
• Optimize content for call generation

Customer Success Team

Proactive Outreach:

• Schedule regular check-in calls
• Auto-log to customer timeline
• Track customer health score with call frequency
• Identify at-risk accounts (no recent calls)

Onboarding Calls:

• Structured onboarding call series
• Track completion via HubSpot workflows
• Call recordings for training
• Measure onboarding success vs. call engagement

HubSpot-Specific Features

Sequences Integration

Add Calls to Sequences:

HubSpot Sequence: "New Lead Nurture"

Step 1: Automated email
Step 2: Wait 2 days
Step 3: Call task (click-to-call enabled)
Step 4: If call answered → Exit sequence, move to manual follow-up
        If no answer → Continue
Step 5: Automated email "Tried to reach you..."

Call Task in Sequence:

• Click to call directly from task
• Sequence pauses during call
• Log call outcome
• Sequence auto-continues based on outcome

Meetings Link on Call

Schedule Meetings During Call:

1. During call, share HubSpot meetings link
2. Customer books meeting
3. Meeting auto-associated with call activity
4. Calendar invite sent automatically

Deal Pipelines

Call Metrics per Pipeline Stage:

Report: "Calls by Deal Stage"

Visualization:
  Stage           Avg Calls    Avg Duration    Close Rate
  ──────────────────────────────────────────────────────
  Appointment     1.2 calls    3m 45s          25%
  Qualified       3.5 calls    8m 12s          45%
  Presentation    5.2 calls    15m 32s         65%
  Decision        8.7 calls    22m 15s         80%
  Negotiation     12.3 calls   18m 45s         85%
  Closed Won      -            -               100%

Insights:

• More calls = higher close rate
• Longer calls in presentation stage
• Use data to coach reps on call volume

Frequently Asked Questions

Q: Does this work with HubSpot Free? A: Yes, basic integration works with Free plan. However, Free plan has API limits (250 calls/day). For active phone usage, Starter or higher recommended.

Q: Can we use HubSpot calling + Cloud-PBX simultaneously? A: Yes, but not recommended. Choose Cloud-PBX as primary calling provider and configure it as HubSpot's telephony provider for seamless experience.

Q: How are call recordings stored? A: Recordings stored on Cloud-PBX servers. Secure playback link embedded in HubSpot timeline. No storage quota impact on HubSpot account.

Q: Can we track which marketing campaigns drive calls? A: Yes! UTM parameters and session tracking attribute calls to campaigns. View in HubSpot marketing reports.

Q: Do calls count against HubSpot contact/activity limits? A: Call activities count toward timeline activity storage. Most plans have generous limits. Recordings stored externally (Cloud-PBX).

Q: Can we integrate with HubSpot Service Hub for support tickets? A: Yes! Associate calls with tickets, log support calls, screen pop ticket info, and track CSAT alongside call data.

Getting Help

Resources:

• HubSpot Knowledge Base: Call integration articles
• Video Tutorial: Cloud-PBX + HubSpot Setup (20 min)
• HubSpot Community: User discussions and tips

Next Steps