--- title: "HubSpot overview" slug: "crm-hubspot" description: "How to integrate Voiso with the HubSpot CRM." tags: ["HubSpot", "screen pop", "workflow", "activity", "click-to-call", "click2call", "WebRTC", "automation", "Agent Panel", "CRM", "click to call", "Getting started"] updated: 2026-05-11T12:07:01Z published: 2026-05-11T12:07:01Z canonical: "docs.voiso.com/crm-hubspot" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # HubSpot overview **Who should read this article**: Administrators How to integrate Voiso with the HubSpot CRM. ## Introduction Voiso integrates with the HubSpot CRM through an app that you connect with when you authenticate and enable HubSpot in your contact center. Contact your Voiso account manager to add the HubSpot integration to your contact center. The Voiso HubSpot integration provides calling list import for outbound Dialer campaigns and click-to-call, call history, and screen-pop functionality for your agents while using HubSpot. Agents can make calls using the **[Agent Panel](/v1/docs/agent-panel)** by clicking the phone icon or a phone number in HubSpot. ### Features The Voiso Integration app for HubSpot enables the following CRM features: | Feature | Description | | --- | --- | | [Calling List Import](/v1/docs/hubspot-features#calling-list-import) | Voiso pulls selected contact phone numbers directly from the HubSpot contact list for Dialer campaigns. | | [Screen Pop](/v1/docs/hubspot-features#screen-pop) | The contact record is automatically displayed in HubSpot when an agent handles a call in Voiso. | | [Click-to-call](/v1/docs/hubspot-features#clicktocall) | Agents initiate calls in HubSpot by clicking the **Make a phone call** icon instead of manually dialing the number. | | [Call History](/v1/docs/hubspot-features#call-history) | Call outcome logging and call details are automatically transmitted to the HubSpot database after a call and are available from the **Calls** table. | | [WhatsApp messages](/v1/docs/hubspot-features#whatsapp-messages) | CRM Card Conversation view as a timeline event | ## Integration To integrate Voiso with HubSpot, navigate to **Administration > Integrations**, then click the **HubSpot** tile. ![Integrations View None Connected](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Integrations%20View%20None%20Connected.png) The **HubSpot** page provides information about the HubSpot integration, instructions for connecting the integration, and a list of prerequisites you should have in place before clicking **Connect**. ![Integrations HubSpot Integration Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Integrations%20HubSpot%20Integration%20Page.png) The following video walks you through the integration process. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Integrations%20Overview%20Video%20HubSpot.mp4) ## Managing your integration To manage an existing HubSpot integration, navigate to **Administration > Integrations**, then click the **HubSpot** tile. On the **HubSpot** integration page, you can reconnect an integration that has lost connection or disconnect a connected integration. Click the **Edit connection** button and selected either **Reconnect** or **Disconnect**. ### Reconnecting an integration To reconnect an integration that has been disconnected, either manually or as the result of an error, or to modify the connection, click **Edit connection**, then select **Reconnect**. Follow the on-screen instructions to connect your integration. ### Disconnecting an integration To disconnect an integration, click **Edit connection**, then select **Disconnect**. In the **Disconnect integration** panel, click **Disconnect** to remove the integration from your contact center. ### Settings The **Hubspot** page **Settings** tab enables you to view your account ID and enable available features. ![Integrations HubSpot Page Settings Tab](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Integrations%20HubSpot%20Page%20Settings%20Tab.png) #### General This section displays the HubSpot account ID used to register the integration. To play call recordings directly within HubSpot tickets using the native HubSpot audio player field, enable the **Enable in-CRM recording playback** option. Recordings appear in the call engagement UI after each completed call. A link to the call recording in the Call Details Record is also included. #### Settings This section enables you to enable the following features: - **[Include call summary](/v1/docs/extended-call-details-voice#summary)**: This feature highlights important points and key topics of voice interactions. If [Speech Analytics](/v1/docs/speech-analytics-1) is enabled in your contact center, select the **Include call summary** option to include a summary of the call transcript in the call history. - **Contact lookup**: [This feature](/v1/docs/hubspot-contact-lookup) enables you to view contact details and an interaction history of the contact in Agent Workspace. - **Call logging for Inbound Calls**: Automatically creates HubSpot call logs for all inbound calls that are answered, missed, answered by voicemail, or abandoned. - **Call logging for Manual Outbound Calls**: Automatically creates HubSpot call logs for all manual outbound and click-to-call calls. - **Call logging for Callbacks**: Automatically creates HubSpot call logs for all queue callbacks and scheduled callbacks. - **Call logging for Dialer**: Automatically creates HubSpot call logs for all dialer calls. #### Contact masking in HubSpot The **Contact masking in HubSpot CRM** section enables you to control whether agents can see contact phone numbers in HubSpot when using click-to-call. Refer to the [HubSpot contact masking](/v1/docs/crm-hubspot-contact-masking) article for details on how to set up masking in HubSpot and then configure Voiso to retrieve and dial the contact's actual phone number. ## HubSpot automation workflows HubSpot CRM provides task automation using the [Workflow module](https://knowledge.hubspot.com/automation/topics#workflows). The HubSpot Workflow module enables you to trigger actions based on specified criteria such as call events. The [Voiso HubSpot connected app](/v1/docs/crm-hubspot#enabling-hubspot) includes the **Send SMS** action that you can trigger based on a call event such as **Contact enrollment**, **Call started**, **Call ended** and so on. Refer to [Create workflows](https://knowledge.hubspot.com/workflows/create-workflows) in the HubSpot knowledge base for detailed information about creating a new workflow. If you are already familiar with workflows, follow these steps below to automate sending an SMS based on the **Call ended** event trigger: 1. Navigate to **Automation > Workflows**. 2. Click **Create workflow** and select **From scratch**. 3. On the **How do you want this workflow to start?** page, select **Blank workflow**. Click **Next**. 4. On the **Actions** tab, click **Set up trigger** in the **Contact enrollment trigger** panel. 5. Click **When an event occurs** on the **Enrollment triggers** menu. 6. Click **Call ended** on the **Add trigger** menu then click **Done** and **Save**. 7. The **Contact enrollment trigger** panel should look something like this:![Hubspot%20Contact%20Enrollment%20trigger%20Call%20Ended](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Hubspot%20Contact%20Enrollment%20trigger%20Call%20Ended.png) 8. Click **+** to add a new action based on the trigger. 9. On the **Choose an action** menu, scroll down to **Connected apps**, then click the **Voiso** app. Click **>** to display the app options. 10. Click **Send SMS**. 11. Configure the message template in the **Send SMS** panel:![Hubspot%20Send%20SMS%20Panel%20Blank](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Hubspot%20Send%20SMS%20Panel%20Blank.png) 1. Enter the message body in the **SMS text** field. Click the **Contact token** menu to insert placeholders, such as the name of the contact, into the message.![Hubspot%20Send%20SMS%20Panel%20Insert%20Token](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Hubspot%20Send%20SMS%20Panel%20Insert%20Token.png) 2. Select the recipient's phone type from the **Recipient** menu. 3. Select the sender ID of your contact center from the **Voiso Sender ID** menu.![Hubspot%20Send%20SMS%20Panel%20Complete](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Hubspot%20Send%20SMS%20Panel%20Complete.png) 4. Click **Save**. 12. Name your flow by clicking the **Edit** icon on the workflow title bar. 13. Click **Review and publish** to verify the steps.![Hubspot%20Completed%20Action%20Tab](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Hubspot%20Completed%20Action%20Tab.png) 14. Finally, click **Turn on** to make your workflow active. You can access, review, and edit your workflows at any time from the **Workflows** page. ## Troubleshooting ### Click-to-call does not open the Agent Panel When my agents click the call button, the Voiso **Agent Panel** does not open. #### Solution 1 Ensure that the agent's profile is enabled for Click-to-call. In the agent's [User](/v1/docs/users-users) page, select **Allow click-to-call**. If [Security Access Groups](/v1/docs/administration-security-access-groups) are enabled for your contact center, ensure that **Allow click-to-call** is enabled for the agent's role. #### Solution 2 Ensure that the agent's profile has an extension specified. In the agent's [User](/v1/docs/users-users) page, specify a 4-digit extension in the **Extension** field. #### Solution 3 HubSpot requires the latest version of Google Chrome to operate correctly. Voiso also recommends using the latest version of Google Chrome for optimal performance. ### Click-to-call error messages The following error message might be displayed to the agent when they attempt to use Click-to-call in HubSpot but they are not signed in to their Voiso account. #### Error message 1 ``` To place a call, first log in to your {{variable.BrandName}} contact center account to launch Agent Panel, then retry this activity. ``` #### Solution 1. Open the Voiso contact center in the latest Chrome browser. 2. Sign in to Voiso. 3. [Launch](/v1/docs/agent-guide-overview) **Agent Panel**. 4. Repeat the click-to-call action. #### Error message 2 ``` Agent logged off. Please reload Agent Panel. ``` #### Solution 1. Navigate to Voiso contact center in the latest Chrome browser. 2. Click the **Agent Panel** icon in the top navigation bar. 3. Repeat the click-to-call action. #### Error message 3 ``` No connection. ``` #### Solution There is a system problem. If the issue persists, agents should contact their supervisor or administrator. ### My contact center moved to a new cluster and now HubSpot integration does not work Your contact center was moved from one Voiso to another and now the HubSpot integration is not available. #### Solution To resolve this issue, follow these steps: 1. Go to **Administration > Integrations**. 2. Click the **HubSpot** tile. 3. Click **Edit connection**. 4. Follow the on-screen instructions. ### Screen pop is not working My agents receive an inbound call in Voiso, but there is no screen pop in HubSpot. #### Solution Contact matching between Voiso and HubSpot is done using the ANI (calling number). Ensure that the contact's phone number in HubSpot matches the ANI. Customer Relationship Management. A service for managing all your organization's relationships and interactions with customers (contacts) and potential customers. It that provides real-time agent access to customer data and previous interaction information to further personalize the customer experience. CRM integration in a contact center can lead to more personalized service, increased customer retention, and more revenue. A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions. Automatic Number Identification. A service that transmits the phone number of the caller for rapid contact identification. Also referred to as Calling Line Identification (CLID) or Caller ID (CID). ## Related - [CRM integration overview](/crm-integration-overview.md) - [Integrations](/administration-crm-integration-settings.md) - [System settings](/administration-system-settings.md) - [Agent Panel](/agent-panel.md)