topic Re: 3CX integration not journaling or creating contacts in APIs & Integrations

3CX integration not journaling or creating contacts

ctiwi — Wed, 19 Feb 2020 14:29:40 GMT

After following the steps outlined here: https://www.3cx.com/docs/hubspot-pbx-crm-integration/ we are able to "test" the integration and look up contact information from Hubspoot however we arent seeing calls get journaled against known contacts in Hubspot nor are we seeing new contacts being created for unknown callers.

We are new to Hubspot (currently running on the Free tier) so I'm guessing we are just missing something obvious within Hubspot but any help is appreciated.

-Rob

Re: 3CX integration not journaling or creating contacts

WendyGoh — Thu, 20 Feb 2020 03:18:58 GMT

Hey @ctiwi,

Digging into this, it looks like you've correctly set up the `HubSpot Configuration`. However, to log and create contact, you would need to set up the `3CX CRM Server Side Configuration`.

Can I check if you've set that up? If so, do you mind sharing with me screenshots of your configuration on both the “Call Journaling” and/or “Contact Creation” feature?

Additionally, can we ensure that on a contact record, the `Filter activity` > `Calls` is checked?

Re: 3CX integration not journaling or creating contacts

ctiwi — Thu, 20 Feb 2020 04:03:17 GMT

The CRM configuration is configured on the 3CX server. Below is a screenshot of the configuration within 3CX.

Here is a screenshot of the filter on the contact record within Hubspot where "Calls" is checked.

Here are the results when manually specifying a phone number for 3CX to use as part of a test contact lookup and testing the integration with Hubspot from the 3CX server. Note that sensitive info has been redacted however the lookup is successful.

Search Results

[

{

"UnparsedOutputs": {

"ContactID": "10201",

"FirstName": "Rob",

"LastName": "Stoner",

"CompanyName": "",

"Email": “REDACTED”,

"PhoneBusiness": “REDACTED”,

"PhoneMobile": “REDACTED”,

"FaxBusiness": "",

"ContactUrl": "https://app.hubspot.com/contacts/REDACTED/contact/10201"

"FirstName": "Rob",

"LastName": "Stoner",

"Email": “REDACTED”,

"ContactUrl": "https://app.hubspot.com/contacts/REDACTED/contact/10201",

"CompanyName": "",

"PhotoUrl": null,

"ContactType": 0,

"PhoneBusiness": “REDACTED”,

"PhoneBusiness2": null,

"PhoneHome": null,

"PhoneHome2": null,

"PhoneMobile": “REDACTED”,

"PhoneMobile2": null,

"PhoneOther": null,

"FaxBusiness": "",

"FaxHome": null,

"Pager": null

}

]

CRM Log

Started scenario with empty id

Started Auth

Request text: https://api.hubapi.com/oauth/v1/token

Request form value refresh_token set to REDACTED

Request form value grant_type set to refresh_token

Request form value client_id set to REDACTED

Request form value client_secret set to REDACTED

Response text: {"refresh_token”:”REDACTED”,”access_token”:”REDACTED”,”expires_in":21600}

Response finished

Variable AccessToken set to REDACTED

Variable ExpiresIn set to 21600

Finished Auth

Request text: https://api.hubapi.com/contacts/v1/search/query?q=+REDACTED

Response finished

Variable ContactID set to 10201

Variable FirstName set to Rob

Variable LastName set to Stoner

Variable CompanyName set to

Variable Email set to REDACTED

Variable PhoneBusiness set to REDACTED

Variable PhoneMobile set to REDACTED

Variable FaxBusiness set to

Variable ContactUrl set to https://app.hubspot.com/contacts/REDACTED/contact/10201

Finished scenario with empty id

Result obtained

Re: 3CX integration not journaling or creating contacts

WendyGoh — Thu, 20 Feb 2020 05:48:59 GMT

Hey @ctiwi,

Thank you for sharing these information across.

Could we check if the matching strategy under 3CX 'Contact Options' configuration is set up as 'Match exactly'?

Re: 3CX integration not journaling or creating contacts

ctiwi — Thu, 20 Feb 2020 13:28:29 GMT

Yep, it is set as Match Exactly (see below). Additionally, even if that wasnt set correctly I would have epected a new contact to have been created based on the "Enable Contact Creation" settings config...

Re: 3CX integration not journaling or creating contacts

ctiwi — Fri, 21 Feb 2020 15:29:33 GMT

Hi @WendyGoh - any luck digging into this further?

Re: 3CX integration not journaling or creating contacts

WendyGoh — Mon, 24 Feb 2020 01:30:37 GMT

Hey @ctiwi,

Digging further into this, I noticed something that might be the cause of it.

When looking at the documentation here: https://www.3cx.com/docs/hubspot-pbx-crm-integration/, I note that for point (3) of section '3CX CRM Server Side Configuration', 3cx requested for integration permissions and when I look at the installed app (Settings > Integrations > Connected apps) on portal 673xxxx, I'm didn't see '3CX Server Side' app installed.

Could we install the app and see if that works?

Re: 3CX integration not journaling or creating contacts

ctiwi — Mon, 24 Feb 2020 16:32:58 GMT

@WendyGoh ,

Thats because the name "3CX Server Side" is an arbitrary app name. In our case the App is named "TinCan" (think two cans connected by a piece of string). That app is connected to our Hubspot account.

Looking at the app logging I see that it is connecting to look up contacts but again, it is NOT creating contacts for unknown numbers nor is it journaling calls with known contacts.

Re: 3CX integration not journaling or creating contacts

WendyGoh — Wed, 26 Feb 2020 01:42:57 GMT

Hey @ctiwi,

Thank you for the clarification. In this case, I do believe that the set up is done right and as this integration is build by 3CX, I think the best next step is to reach out to 3CX and check if the configuration is missing something.

That said, if they're seeing any errors from HubSpot when attempting to create a new contacts in HubSpot, please do not hesitate to let me know. I'd be happy to look further into this.

Re: 3CX integration not journaling or creating contacts

KSM — Sat, 01 Oct 2022 14:53:31 GMT

ctiwi -

I seem to have the same 3CX/Hubspot integration problem. In my 3CX Dashboard "Test" works as expected, but in real world testing I see no journaling or Contact creation.

I have checked everything discussed in the thread above.

Did you ever solve this problem?

Re: 3CX integration not journaling or creating contacts

KSM — Sat, 01 Oct 2022 14:53:04 GMT

Wendy -

I seem to have the same 3CX/Hubspot integration problem. In my 3CX Dashboard "Test" works as expected, but in real world testing I see no journaling or Contact creation.

I have checked everything discussed in the thread above.

Did you ever solve this problem?

Re: 3CX integration not journaling or creating contacts

AJaiswal8 — Wed, 22 Mar 2023 12:46:15 GMT

Hi @ctiwi @KSM @WendyGoh
I am facing the same issue, did anyone of you got any solution for this problem please help me with this as I am not able to see call journaling in my hubspot account.

Re: 3CX integration not journaling or creating contacts

SB111 — Tue, 25 Apr 2023 20:42:38 GMT

I have a simliar problem where 3CX is not journaling calls. At this point, we don't want new contacts created, so we have turned off that option in the system. I have tried all the things in the replies below, but nothing seems to work. HubSpot's only offered solution to me was to talk to the app developer...which was not helpful since it's an offered integration between 3CX and HubSpot.