Integrations
HubSpot integration with your phone lines and contact center
We connect HubSpot to CONTACT.WORK through the HubSpot API as part of implementation. On an incoming call the agent sees the HubSpot contact, company, open deals, and tickets. Once the call is over, HubSpot gets a timeline entry with the recording, the outcome, and an AI-written summary.
- Call logged to the customer record
- Task created: call back
- Recording attached
Capabilities
What you get with HubSpot
Options
Three ways to run calls with HubSpot
Start with one question: where do your agents spend the shift – in HubSpot or in a contact center workspace? Sales and support often answer differently, and both setups can run side by side.
HubSpot opens on the right contact
When HubSpot users get a call, the matching contact record pops up in their browser tab. For an unknown number, HubSpot shows a new-contact form where the phone field and the dialed line are prefilled. This option suits sales reps who live in HubSpot and only need the phone to follow them.
- Known numbers open the contact record
- New numbers start a prefilled contact
- On transfer, the HubSpot contact pops up for the next rep too
HubSpot data inside the agent workspace
Agents spend the whole shift on the CONTACT.WORK screen. Their customer profile pulls contact properties, deal stage, and recent tickets from HubSpot. After hang-up, CONTACT.WORK posts the call, its AI summary, and any new deal or ticket back through the API and assigns the HubSpot owner.
- Only the HubSpot properties the agent needs
- Queues, statuses, and scripts in one window
- The outcome reaches HubSpot without copy and paste
- Deal "Order #1024" created
- Owner: sales manager Oleg
A calling panel inside HubSpot
HubSpot offers the Calling Extensions SDK for embedding a third-party phone in its interface. When your teams work only in HubSpot, we use it to build a CONTACT.WORK calling panel for you: reps answer and dial from HubSpot, while CONTACT.WORK handles queues, routing, and call recording behind it. We quote this panel as its own development project.
- Answer and dial without leaving HubSpot
- Calls logged from the same panel
- Queues and recording stay in CONTACT.WORK
| Oleg | On call 02:14 |
| Maria | Available |
| Igor | Break |
We choose between the three together once discovery is done.
How it works
What every option includes
Single customer timeline
One HubSpot history for calls, chats, and email
The HubSpot timeline lists every inbound and outbound call, its outcome, and a recording, together with the chats and emails your agents answered in CONTACT.WORK. If a call goes unanswered, HubSpot can get a task for the contact owner, so nobody has to scan call logs for callbacks.
- Recordings play from the HubSpot record
- Optional HubSpot task to call back unanswered numbers
- An AI summary instead of manual notes
- Call 3:12 · Anna · recording
- WhatsApp: "When will it arrive?"
- Missed call → task "Call back"
- Deal #1024 moved to "Contract"
Owner routing
Customers reach the rep who owns them
HubSpot stores a contact owner for every record. The platform reads it and sends that customer's call to the owner first, then to the team queue if the owner is busy. Customers with an open HubSpot ticket reach the rep who owns that ticket.
- Owner taken from HubSpot
- Fallback to the team queue
- Ticket calls go to the assigned agent
- ▶ Call recording 3:12 · yesterday
- Incoming call → routed to Oleg
Setup
How a HubSpot project runs
- 01DiscoveryWe look at the hubs you use, your objects and custom properties, your pipelines, and which HubSpot fields reps need in front of them on a call.
- 02AccessYour HubSpot super admin creates a private app with the scopes both sides sign off on and shares its access token with us securely.
- 03DevelopmentOur engineers write the HubSpot API exchange for your objects and properties. If you choose the in-HubSpot panel, we build it with the Calling Extensions SDK.
- 04MappingWe map each agent to a HubSpot user, match phone lines to pipelines and HubSpot teams, and settle which HubSpot records each call should produce.
- 05TestingWe place test calls as a first-time caller and as a known contact, then try transferring a call, letting one ring out, and calling after hours, and check every result in HubSpot.
- 06Go-liveAgents switch over, we train them on the new workflow, and in the first seven days we compare CONTACT.WORK reports with HubSpot activity.
Requirements
What you need on the HubSpot side
- HubSpot account
- The hubs and objects your teams use today
- Access
- A private app with the agreed scopes, created by a super admin
- Custom properties
- A list of the fields agents must see or fill in
- Telephony
- The phone numbers and SIP carriers you already have
- Where the platform runs
- Our cloud, or servers you host yourself
- Cost
- HubSpot integration work: $60 an hour on the Pro plan (8+ hours monthly) or Maxi plan time; HubSpot itself bills for HubSpot subscriptions
Preparation
What to prepare for the first meeting
Q&A
Frequently asked questions
How is HubSpot connected to CONTACT.WORK?
Through the HubSpot API. We don't use a packaged HubSpot connector: our engineers build the integration around your HubSpot setup during implementation and test it together with your team before launch.
Will calls show up on the HubSpot timeline?
Each call is logged on the contact and, where it applies, on the company, deal, or ticket: direction, duration, outcome, the agent, a recording you can play from HubSpot, and an AI recap of what was discussed.
Can we call HubSpot lists from an auto dialer?
A HubSpot list can be loaded into a CONTACT.WORK outbound campaign, and call outcomes go back to each contact. Dialing respects consent, skips numbers on your do-not-call lists, and stays inside the hours you allow in each time zone.
Do we have to change our phone numbers?
You keep your carrier and numbers; they reach the platform over SIP. HubSpot only receives the call records.
Do agents need HubSpot seats?
The exchange runs through one private app. Reps who handle calls only in CONTACT.WORK never open HubSpot, so HubSpot seats can go only to staff who use HubSpot directly. Check your HubSpot plan terms for your case.
What about recording laws?
Federal law requires one party's consent, but several states, including California, Florida, and Pennsylvania, make it all-party consent. CONTACT.WORK can play a disclosure message to the caller before a rep answers. Treat this as general information, not legal advice, and check the rules that apply to you.
What will supervisors see?
CONTACT.WORK shows what is happening right now: which agents are talking, the number of callers in queue, wait times, and missed calls, plus live listening and whisper coaching. HubSpot keeps the history, so your HubSpot reports can count logged calls by owner, team, or pipeline.
Can we go live without pausing HubSpot?
HubSpot keeps running as usual. The integration reads and writes records through a private app and doesn't touch your properties or pipelines beyond the mapping we agree on. We move HubSpot teams to CONTACT.WORK phones in stages, and each team's current phones stay live until its test calls pass.
What if we leave HubSpot later?
Phone numbers, IVR menus, queues, recordings, and reports all live in CONTACT.WORK. Moving to another CRM means rebuilding only the data exchange, not the phone setup.
How much does the HubSpot integration cost?
You pay CONTACT.WORK and HubSpot separately. Your CONTACT.WORK support plan stays as is, and the HubSpot build is added to it. Our side of the HubSpot integration is billed by the hour: $60 for each hour on Pro, where the monthly minimum is 8 hours, or covered by the 40 hours that are part of Maxi. After discovery we estimate the scope, and work starts once you approve it. Agents cost nothing in licenses or seats on our side; quoted prices leave out applicable taxes. HubSpot bills you directly for your HubSpot subscription and seats – make sure your HubSpot plan gives you API access.
Glossary
Terms on this page
- API (application programming interface)
- The way programs exchange data with each other without a person in the loop. Learn more →
- SDK (software development kit)
- A set of prebuilt libraries for developers. Learn more →
- CRM – customer relationship management
- Where a company keeps its customers, deals, and full communication history. Learn more →
- SIP (Session Initiation Protocol)
- The protocol that sets up calls in IP telephony. Learn more →
- Call recording
- Calls are saved so they can be replayed and disputes settled. Learn more →
- Callback
- The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
- Cloud deployment (cloud)
- The platform runs on the vendor's servers, and agents connect over the internet. Learn more →
- Connector
- A prebuilt module that links the platform with telephony, a CRM, or another system. Learn more →
- Supervisor
- Leads a team of agents: watches the queue and quality, helps and coaches. Learn more →
- Whisper coaching
- Supervisor coaching that only the agent can hear. Learn more →
- IVR (interactive voice response)
- A phone menu: the caller hears a greeting and picks the right department. Learn more →
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