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
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?
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
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
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’?
Hi @WendyGoh - any luck digging into this further?
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?
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.
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.
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?
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?
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.
