HubSpot features

Who should read this article: Administrators

Features supported by the HubSpot–Voiso integration, including contact list imports, click-to-call, screen pop, and call activity logging.

Introduction

This article describes the features available when Voiso is integrated with HubSpot. These features include importing static or active contact lists from HubSpot into Dialer campaigns, launching outbound calls directly from the HubSpot interface, automatically displaying contact records when calls connect (screen pop), and logging call activity in HubSpot’s Calls table. Each feature is described with steps for configuration and usage.

Calling list import

This feature allows you to import Calling lists from HubSpot to Voiso. First create a Campaign in HubSpot, add Leads or Contacts, then use the Campaign as a data source in the Voiso Dialer campaign builder. Both static and active contact lists are supported. The Voiso live campaign feature uses the HubSpot active contact lists.

Using Contact list import

You can integrate HubSpot contact list into your Voiso Dialer Campaigns.

Prerequisites

• A Voiso user with admin privileges who is enabled to create Dialer campaigns.

Add a HubSpot static contact list to your Voiso campaign

A static contact list is created based on the criteria and filters you set. The list contains all the contacts that meet those criteria at the time you created the list. Unlike active lists, static lists are not updated automatically as contacts meet or no longer meet the criteria.

1. In HubSpot, create a contact list of type Static.
2. Login to Voiso with the same email address as you used to create the list in HubSpot.
3. In the Voiso navigation bar, navigate to Outbound > Dialer campaigns.
4. In the Campaigns page, click Add new campaign and set up the campaign.
5. In the Calling list section, select HubSpot CRM from the Method list.
6. From the HubSpot Contact List menu, select the name of the list you want to use. Voiso will use the contacts from this list in the calling campaign.
7. Click Save. Voiso loads the campaign calling list. Note, it might take several minutes for the calling list to load before you can start the campaign.

Add a HubSpot active contact list to your Voiso live campaign

An active contact list includes contacts that meet the specific criteria you set, and whose details are actively tracked by HubSpot. An active contact list is based on a variety of criteria, such as contact properties.

1. In HubSpot, create a contact list of type Active. An active list is continuously updated according to the filters you specify when you create it.
2. In the Voiso navigation bar, navigate to Outbound > Dialer campaigns.
3. In the Campaigns page, click Add new campaign and set up the campaign.
4. In the Calling list section, select HubSpot CRM from the Method list.
   
5. From the HubSpot Contact List menu, select the name of the list you want to use. Voiso will use the contacts from this list in the calling campaign.
6. Select Live campaign to read continuously from the active contact list.
7. Set the Poll interval to tell the Dialer how frequently to check for new contacts in the HubSpot list.
8. Click Save. Voiso loads the campaign calling list. Note, it might take several minutes for the calling list to load before you can start the campaign.

Screen pop

When a call is answered by an agent, Voiso displays the HubSpot contact page with relevant information, including interaction history and contact details. Agents can personalize each interaction, improving the customer experience (CX).

Click-to-call

Agents can dial contact numbers directly from the HubSpot application by clicking the Make a phone call icon in the Contacts page. This feature enables agents to make calls without manually dialing the number or copying and pasting a number into the dial pad, and without leaving the HubSpot application to call from another application.

Using Click-to-call

To use Click-to-call, an agent must first sign into Voiso and launch the Agent Panel softphone. To do this, follow these steps:

1. Sign in to Voiso.
2. Click the Agent Panel icon to launch the Voiso softphone. In HubSpot, you can click-to-call from any of the following entities:
   1. Contacts
   2. Company
   3. Deals
3. Navigate to one of the supported entities and select a contact.
4. In the Contact details panel, click the Make a phone call icon to start the call in Agent Panel.
   
5. The call is automatically dialed by the Agent Panel. The agent handles the call using the Agent Panel call controls.
6. When the call ends, Voiso adds the call history to the HubSpot Calls table.

Call history

Call history adds information from Voiso about the call to the HubSpot Calls table in the Activities tab of the Contacts, Company, or Deals entities, depending on which entity was used to start the call.

Call activity for calls made from either the Contacts or Company entities are accessible in the Activities section of the corresponding entity, for example, Contacts > Activities and Company > Activities.

Call activity for calls made from the Deals entity are accessible from the Deals > Activities.

The following table describes the HubSpot call activity fields that are updated by Voiso when a Click-to-Call or inbound call is completed: