HubSpot

The HubSpot integration links your phone system to your HubSpot CRM. When a call happens, VoxaLink looks the number up in HubSpot, pops the matching contact for whoever's on the call, and logs the call to that contact's timeline. It can also create a contact for numbers HubSpot doesn't already have.

Two things have to line up for this to work reliably, and both catch people out — read Before you connect first.

Before you connect

• A HubSpot account you can sign in to and authorise when prompted.
• Phone numbers in HubSpot must be stored in the same format VoxaLink uses. Matching is exact — if the formats differ, the lookup simply finds nothing and no contact pops. Check how a number appears in Call Analytics (Call Analytics) and store contacts in HubSpot the same way (VoxaLink presents numbers in full international form, e.g. +61…). This is the single most common reason a working-looking setup doesn't pop contacts.
• Each person's email in VoxaLink must match their email in HubSpot. Calls are attributed to the HubSpot user whose email matches the VoxaLink extension on the call — so if the addresses differ, the call logs against the wrong user (or none). Set the extension's email under Directory → the person → Email (Directory).

Connect HubSpot in VoxaLink

1. Open Admin → CRM Integrations and find HubSpot under CRM.
2. Click Configure. In the dialog:
   • Apply to — All accounts (tenant-wide), or a single permission group to pilot it with one team first.
   • Create contacts — what to do with numbers HubSpot doesn't recognise: Don't create, or create a contact for all calls, inbound only, or outbound only.
   • Get OAuth token — click this and sign in to HubSpot, then approve access. HubSpot hands VoxaLink a token; there's nothing to copy or paste by hand.
3. Click Save.

Matching and logging start on the next call.

What happens on a call

• Inbound — VoxaLink matches the caller's number to a HubSpot contact and pops that record for the person answering.
• After the call — the call is written to the contact's activity timeline (direction, duration, outcome) and shows in HubSpot's call activity, attributed to the user whose email matches the extension.
• Unknown numbers — if you enabled contact creation, VoxaLink adds a HubSpot contact for the unmatched number, following the direction you chose.

Troubleshooting

• No contact pops — almost always a number-format mismatch. Compare the number in Call Analytics with how it's stored in HubSpot; they must be identical. Fix the HubSpot record's format and try again.
• Call logged against the wrong (or no) user — the extension's VoxaLink email doesn't match a HubSpot user's email. Align them.
• Nothing logs at all — re-run Configure → Get OAuth token; the authorisation may have lapsed or been revoked in HubSpot.
• Contacts aren't being created — check Create contacts isn't set to Don't create, and that the call direction matches the mode you chose.