Adding a second dailer

Develop, Build & Integrate APIs & Integrations
1

We are currently using Aircall, but I need to add another dailer so we can implement a more complex dailing strategy. I need to test a few different providers, but need to do this without disrupting normal opperations. Since the HubSpot sandbox cannot make calls, I need to do the testing in the live environmnet.
What are possible conflicts of connecting two dailers at the same time? It will probably be Aircall+Five9 or Aircall+3CX. HubSpot’s own dailer does not seem to have the progressive/preview/advanced call managment features required.

2

Hi @RIreland,

Running two dialers like Aircall and Five9 (or 3CX) in your live HubSpot environment is definitely possible, but there are a few things to watch out for:

  1. Call Logging Conflicts: Both dialers may attempt to log calls to the same contact records, resulting in duplicate or missing call logs. Make sure each dialer’s integration settings are clearly defined, and test how each logs calls in HubSpot.
  2. Click-to-Call Overlap: If both dialers install browser extensions or add click-to-call buttons, you might see multiple call options next to phone numbers. This can confuse users, so communicate clearly with your team about which dialer to use for which calls.
  3. Integration Limits: Some dialers may not play nicely together or may overwrite each other’s settings, especially if they both try to become the “default” dialer. Test thoroughly with a small group before rolling out to everyone.
  4. User Experience: Switching between dialers can slow down workflows. If possible, assign each dialer to a specific team or call type to reduce confusion.

Suggestions:

  • Document which dialer is for which process (e.g., Aircall for inbound, Five9 for outbound campaigns).
  • Train your team on how to handle the dual setup.
  • Monitor call logs and user feedback closely during your testing phase.
3

Hi RIreland, were you able to get Five9 set up? We just completed an integration of Hubspot and Five9 where Hubspot was the central nervous system and Five9 was reacting to the data that Hubspot was passing along. I’m curious how your experience went and if you were successful.