topic Issue with Contact Information Not Being Passed to VOIP Provider in HubSpot Calling Integration in APIs & Integrations

Issue with Contact Information Not Being Passed to VOIP Provider in HubSpot Calling Integration

RafaBenito — Mon, 10 Mar 2025 17:34:00 GMT

Hi everyone,

We are integrating New Era’s VOIP system with HubSpot and have followed the available documentation to set up a calling provider. Currently, we are able to initiate calls directly from the CRM interface. However, we are facing a critical issue that prevents the continuation of the call workflow: HubSpot is not passing any contact information (such as contactId or phoneNumber) to our system at the time of the call.

Configuration Context

We have added "VOIP" as a calling provider in HubSpot using the following API configuration:

The provider's endpoint is configured to initiate the call.
Calls can be successfully started from the CRM.

curl --location --request POST
https://api.hubapi.com/crm/v3/extensions/calling/8400072/settings?hapikey=51b166d0-5dda-47dd-b0c5-2083fca31fe0' \ --header 'Content-Type: application/json' \ --header 'Cookie: __cf_bm=_jJM_Zm7JNfYCvTYASfW7SKMBWL9BWt7jdBXDImnkGA-1741613888-1.0.1.1-YXlSosWPOe0I_joqrv74VWRzUgY3TlcAj4nflvDG7ysZ_3IeZLp2BsxycMzj31vYkuopKe4HBB0uZZauMySkb5QRv.TtynQi2DfR4PfZxEo' \ --data '{ "name": "VOIP", "url": "https://dev.quatroventos.com.br/adicel/hs-click2callframe.php", "isReady": true, "supportsCustomObjects": false, "actionLabel": "Call the Customer", "objectTypes": ["contacts"] }'

Issue Faced

When a call is initiated, HubSpot only performs a GET request of the interface in the iFrame.

No contact information (such as contactId or phoneNumber) is being sent to our system.
Without these details, we cannot link the call to the correct contact, which makes the integration unworkable.

Key Questions

Should HubSpot send contact information to the iFrame?
Is there a specific configuration required to enable this?
If HubSpot does not send this data by default, what is the best recommended practice to retrieve this information within the call workflow?
We have already searched the documentation but couldn’t find clear guidance on how to obtain this data during the call process. Below are the reference links we used:

SDK Documentation
"Set up third-party calling in help desk" (BETA)

We need a solution to ensure that contact data is passed to our system at the time of the call, as this is essential for the proper functioning of our integration. Unfortunately, we have not received any responses from the community on this topic yet.

Any insights or guidance would be greatly appreciated!

Best regards,

Rafael Benito

Re: Issue with Contact Information Not Being Passed to VOIP Provider in HubSpot Calling Integration

Jaycee_Lewis — Tue, 11 Mar 2025 15:18:43 GMT

Hi, @RafaBenito 👋 Thank for your question. I appreciate you including all the details and steps you've taken. As you've noticed, getting peer support for the Calling SDK is challenging. I'd like to invite some of our community members who've answered related questions in the past — @SAMsan @evaldas @ParvG do you have any thoughts on additional steps @RafaBenito might try?

Thank you very much for taking a look! — Jaycee

Re: Issue with Contact Information Not Being Passed to VOIP Provider in HubSpot Calling Integration

SAMsan — Tue, 11 Mar 2025 16:17:41 GMT

Never integrated VOIP in Hubspot but i'll try to help.

From what I understand, you need to send contact datas from Hubspot to VOIP solution.

Did you try to read Hubspot's GET request headers to get the referrer probably containing an object ID?
Is it possible to initiate a request when there's VOIP call outgoing and search by phone umber once you know it?
Would it be possible to run a webhook from Hubspot on VOIP service call starting?

Re: Issue with Contact Information Not Being Passed to VOIP Provider in HubSpot Calling Integration

Jaycee_Lewis — Fri, 14 Mar 2025 22:18:25 GMT

Hey, @SAMsan 👋 Thanks for stepping up and trying. These types of questions are really tough to handle in a peer-to-peer support forum. I appreciate you! — Jaycee