CallRail Not Creating Contacts

Marketing & Content Hub Lead Capture Tools
1

Hey, guys!

So, first, the context.

In a portal that has the HubSpot - CallRail Integration, we’ve enabled what in CallRail is called “Voice Assist”, this is kind of an AI fallback solution when someone from the company’s not available to take a call. Voice Assist captures the caller’s info etc.

So, to connect Voice Assist to HubSpot, a HubSpot form was created. This is so Voice Assist - assisted contacts get created or updated in HubSpot. Sounds simple, right?

However, this form is sometimes not creating contacts upon submissions, yet, sometimes IT IS creating them or updating them, this is the message we get when we look at a “No contact created” submission from the integrated form:

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First issue, we don’t know what this means or how to solve it.

Second issue, we also enabled, in CallRail these settings:

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This was done with the hope that there would be no more “No submissions” and that CallRail would at least push a contact with an “@call.com” email, and even if it created duplicates, we could always merge them because our logic was “better to have duplicates than NO contacts at all”, right?

So that’s the dilemma, guys.

Lastly, we put together a “Contact Creation” workflow, but, funnily enough, it needs a contact to get created before it can be triggered:

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Hence, why I enabled the “Create “@call.com” email addresses for new contacts”, so that, at the very least, the form would create a @call.com contact, and then the workflow would create the actual record by mapping the email address etc. (data coming from the Voice Assist form, for which we have also created the custom properties in HubSpot, by the way).

Yet, this has not happened. The contact creation continues to work sometimes only, not all the time, the workflow has already created a few duplicates and all, but there are still submissions coming in with data but No contact.

Any ideas? I’ve reached out to HubSpot support but can’t get past the AI bot, and actually, a lot of the solutions implemented were proposed by HubSpot’s support bot.

Also, CallRail support is the same, I can’t get past the AI, yet, CallRail’s AI agreed with HubSpot’s AI, LOL!

But now, I need an actual human being to help. Anybody’s run into this before or might have ideas? We’re open to trying anything that may work here.

Cheers!

2

Hi @JorgeFuentesZ

Thank you for sharing the details. I have recently worked on a CallRail/HubSpot integration project and never came about similar issue. But I would like to suggest to review these in your current set up:

  • Check if you have allowed to create contact with email ID- @call.com (if not set up in form to be considered as spam email address)
  • The submission may have no value in the default Email property if it is showing ‘No contact created’ as in your screenshot
  • Is it a good practice to use workflow for contact-creation mechanism? I never used earlier.
  • Use the CallRail → HubSpot native integration to create contacts

I would have not used AI → AI sync, first try to capture caller’s info from Voice Assist in CallRail and then use a property to match and then send that contact information to HubSpot.

Let me know if you need some technical help. I am happy to look into the current set up of yours and suggest best solution accordingly.

3

Hey @thakur , thank you.
So to follow up:

  • Yes, the create contacts with an “@call.com” address is enabled on purpose because sometimes contacts were not even created. So I would not like for that email address to be detected as spam.

  • The Voice Assist “lead intake” questions DO have email address capturing enabled:

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  • In HubSpot, the “voice assist” form that is creating records based on voice assist from CallRail currently doesn’t have any fields added, it’s pretty much a blank HubSpot form, is that maybe the issue? Yet, if it is, how does it explain that SOME contacts DO get created vs. others not?

  • The workflow is currently a workaround but I’m open to not having it. Ideally, I would like to not have to do any workflow in HubSpot for contact creation because the integration should supposedly be syncing contacts natively. The reason it exists is because the original integration with CallRail is sometimes not creating “voice assist” contacts.

Thank you for your input.

Based on the above responses, let me know if you have any follow-up suggestions. Truly appreciate your help.

Best,

Jorge