topic Re: Logging Calls Initiated in Mobile App in Mobile Application

Logging Calls Initiated in Mobile App

Wordna — Wed, 20 Sep 2017 16:56:39 GMT

This article makes it sound like calls should automatically be logged if initiated from within the mobile app (https://knowledge.hubspot.com/calling-user-guide/how-to-make-a-call), but that doesn't seem to be happening. Can someone please help?

Re: Logging Calls Initiated in Mobile App

jennysowyrda — Thu, 21 Sep 2017 14:12:37 GMT

Hey @Wordna,

When you say log do you mean record or populate on the contact's timeline? While the activity of the call should log either way, you will need to choose to record the call in order for it to record on the contact's timeline.

Jenny

Re: Logging Calls Initiated in Mobile App

Wordna — Fri, 22 Sep 2017 03:51:06 GMT

Sorry @jennysowyrda, I should have been more clear. The activity of the call isn't logging even though I am initiating the call from within the HubSpot mobile app. I haven't tried recording my calls.

Re: Logging Calls Initiated in Mobile App

jennysowyrda — Fri, 22 Sep 2017 13:30:04 GMT

Hi @Wordna,

After you make the call, do you see the option to log the activity? If you're able to grab a screenshot of what populates after you make a call, that would be great.

After you make the call there should be a page to leave notes, and then save or cancel the call. I am curious if this option is populating for you. Additionally, are you calling through voip or through your cell phone provider? This can be found under settings (within the app).

Any screenshots you can send along would be great! I'd also recommend making sure you have the most up to date version of the app to ensure all of the functionalities are there.

Thanks,
Jenny

Re: Logging Calls Initiated in Mobile App

Wordna — Fri, 22 Sep 2017 15:28:47 GMT

Hi @jennysowyrda,

I am running the most up-to-date version of the android app and I have "HubSpot Sales Calling" & "Default recording on" enabled under Sales -> Sales Tools. I have also registered my cell phone number. I don't, however, see a setting in my Android app to switch between calling through voip or through my cell phone provider - I am definitely currently calling through my cell phone provider which is what I want.

I click the call icon visible below, make the call & then just get returned back to the screen below:

Re: Logging Calls Initiated in Mobile App

jennysowyrda — Fri, 22 Sep 2017 16:49:38 GMT

Hi @Wordna,

I've done some testing on my end and I am not able to replicate that behavior. After making a call the screen I'm presented with is:

With that said, can you test this out for me on different contacts, as well as after restarting your phone (just to confirm), and then if you are still experiencing the issue please send along details regarding what type of phone you're working on (make and model). I would also recommend deleting the app and redownloading it to confirm the issue isn't isolated to the version of the app on your phone.

Let me know how you get on with that and I'll await your answers so we can go forward!

Thanks,

Jenny

Re: Logging Calls Initiated in Mobile App

Wordna — Fri, 22 Sep 2017 17:11:10 GMT

@jennysowyrda, it appears my calls are correctly logged IF I disable "HubSpot Caller ID". I'm assuming that isn't the intended behaviour?

I have tested this with 3 different contacts.

Re: Logging Calls Initiated in Mobile App

jennysowyrda — Mon, 25 Sep 2017 20:33:42 GMT

Hi @Wordna

Can you confirm where you are disabling HubSpot Caller ID?

Additionally, can you please confirm what type of Android phone you are using so that I can continue troubleshooting this on my end?

Thank you,
Jenny

Re: Logging Calls Initiated in Mobile App

Wordna — Mon, 25 Sep 2017 21:14:24 GMT

@jennysowyrda, I am disabling HubSpot Caller ID from within the android app (see my previous screenshot). I am using a Nexus 6P.

Re: Logging Calls Initiated in Mobile App

jennysowyrda — Tue, 26 Sep 2017 12:52:15 GMT

Hi @Wordna,

I appreciate your patience and answers. I'm going to partner with our support team regarding this to see if they can provide more insight on what is causing this issue and advise on next steps.

I will reach out once I have more information.

Thank you,

Jenny

Re: Logging Calls Initiated in Mobile App

jennysowyrda — Mon, 06 Nov 2017 16:22:45 GMT

Hi @Wordna,

I have heard back from the developers and your calls should now be logging as expected. If you experience any further issues with the call logging functionality, please let me know.

Thank you,

Jenny

Re: Logging Calls Initiated in Mobile App

Wordna — Thu, 09 Nov 2017 00:12:57 GMT

Hi @jennysowyrda,

I turned "HubSpot Caller ID" on and that seems to be overridding the Activity Save screen. I now get a wonderful screen offering to "Set task", "Add note" or "Email", but I can no longer record notes for the logged call. Is that the expected behaviour?

Re: Logging Calls Initiated in Mobile App

jennysowyrda — Thu, 09 Nov 2017 13:24:53 GMT

Hi @Wordna,

Yes the behavior of not being able to log notes is the expected behavior at the moment. It is on the radar of functionalities to be improved in the future, so stay tuned for more features coming in the future!

Re: Logging Calls Initiated in Mobile App

Wordna — Thu, 09 Nov 2017 21:52:59 GMT

@jennysowyrda, where are new features announced?

Re: Logging Calls Initiated in Mobile App

jennysowyrda — Fri, 10 Nov 2017 17:29:34 GMT

@Wordna product updates will be shared here: https://www.hubspot.com/product-updates.

Re: Logging Calls Initiated in Mobile App

wrimmerge — Thu, 09 Aug 2018 14:29:42 GMT

This post was really helpful, but there's still one thing that happens in my data tracking. When I look at my contact report inside my dashboard, I don't see the calls I make from my mobile app. I'm displaying engagements of types task, call, email, meeting, and note in my report. The call and notes after the call display fine in my contact timeline, but not in any data reporting (or at least not the obvious ones to me).

Re: Logging Calls Initiated in Mobile App

Nboot — Fri, 10 Aug 2018 13:52:35 GMT

It would be great to associate the call to a deal the contact is associated with! Currently doe not happen

Re: Logging Calls Initiated in Mobile App

AmandaElmore — Mon, 27 Aug 2018 17:52:22 GMT

I've read through this thread and I think I have a user experiencing a similiar issue...

One user is having issues getting calls to log correctly in the CRM when making calls from the contact record on his Samsung Android mobile device. He is able to make a call, end the call, record notes and save. He states he is also given the option to create a follow-up task after the call. If he creates the follow-up task then the call is NOT logged, only the follow-up task. However, if he does not choose to create a follow-up task then the call is logged correctly. I'm unable to duplicate this using my own mobile device -- I'm on an iphone and I am NOT prompted to create a follow-up task after the call notes are saved (or anytime within the notes after the call has ended). What's the expected behavior here -- have I discovered a bug or another case of user error?

Re: Logging Calls Initiated in Mobile App

JamesWa — Wed, 23 Jan 2019 22:34:18 GMT

If you receive a call on your mobile and want to log under the contact in the app, you don't get the option to choose outcome as you do if you initiated the call.

Re: Logging Calls Initiated in Mobile App

believe2achieve — Mon, 28 Jan 2019 23:37:31 GMT

I'm having the same issue with my mobile app.

I make calls through the app and they are not logged on the contact activity.