# CallRail Not Creating Contacts **URL:** \ **Category:** Marketplace Apps\ **Tags:** integrations\ **Created:** [November 2, 2026, 3:26pm UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699 "2026-11-02T15:26:03Z")\ **Posts on this page:** 15\ **Page:** 1
**Author:** ![JorgeFuentesZ](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jorgefuentesz/32/229806_2.png) [@JorgeFuentesZ](https://community.hubspot.com/u/JorgeFuentesZ)\ **Post date:** [November 2, 2026, 3:26pm UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/1 "2026-11-02T15:26:03Z")
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: ![image](https://d2qpr2jzcazej7.cloudfront.net/original/3X/b/9/b9fcca0940acacda2d6f44767aa2dedf5308df33.png) First issue, we don’t know what this means or how to solve it. Second issue, we also enabled, in CallRail these settings: ![image](https://d2qpr2jzcazej7.cloudfront.net/original/3X/e/9/e99ebc2d7f9692f964aa6257f31a0018619fe50a.png) 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: ![image](https://d2qpr2jzcazej7.cloudfront.net/original/3X/6/4/64a2e9070070a7470941e98fb57994886f78c3d7.png) 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! ---
**Author:** ![thakur](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/thakur/32/20062_2.png) [@thakur](https://community.hubspot.com/u/thakur)\ **Post date:** [November 2, 2026, 3:51pm UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/2 "2026-11-02T15:51:52Z")
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. ---
**Author:** ![JorgeFuentesZ](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jorgefuentesz/32/229806_2.png) [@JorgeFuentesZ](https://community.hubspot.com/u/JorgeFuentesZ)\ **Post date:** [November 2, 2026, 4:24pm UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/3 "2026-11-02T16:24:18Z")
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: - 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 ---
**Author:** ![UttamM](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/uttamm/32/229674_2.png) [@UttamM](https://community.hubspot.com/u/UttamM)\ **Post date:** [November 2, 2026, 5:58pm UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/4 "2026-11-02T17:58:13Z")
Hi @JorgeFuentesZ The fact that some submissions create contacts while others don’t makes me think this is more likely related to the data being passed to HubSpot than the form itself. A blank form isn’t necessarily the issue if CallRail is submitting the field values through the Forms API. A couple of things I’d check: 1. Compare a successful submission with one showing “No contact created.” Is the standard HubSpot Email property populated in both, or is the email only coming through one of your custom properties? 2. Under Settings \> Marketing \> Forms \> Submission Settings, check whether “Allow submissions without email addresses to create contacts” is enabled. 3. The `@call.com` fallback is configured in CallRail, but I’d want to confirm whether that setting applies to the Voice Assist form submissions or only to CallRail’s native contact sync. I’d also disable the contact creation workflow while troubleshooting, since it’s already introducing duplicates. When you open a failed submission in HubSpot, do you actually see an email value in the standard Email field, or just the caller information captured by Voice Assist? That should help narrow down whether the issue is missing data, field mapping, or how CallRail is handling the submission. ---
**Author:** ![thakur](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/thakur/32/20062_2.png) [@thakur](https://community.hubspot.com/u/thakur)\ **Post date:** [November 2, 2026, 6:54pm UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/5 "2026-11-02T18:54:28Z")
Thanks Jorge, @JorgeFuentesZ . As per my understanding, at this point I would suggest you to re-test the call and review below : - New phone no. + valid Gmail email address : should create a contact with the Gmail . -New phone no. + no email ID : should create a contact with @call.com address. -Existing HubSpot phone no. + no email : should update the existing contact, not create a new one. And then, reach out to the Call Rail support again and ask them below question: For the failed Voice Assist submissions, is CallRail sending a value into HubSpot’s default Email property? If yes, what is the exact email value? If no, why is the @call.com fallback not being applied? ---
**Author:** ![MahdiEqbal](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/mahdieqbal/32/228548_2.png) [@MahdiEqbal](https://community.hubspot.com/u/MahdiEqbal)\ **Post date:** [November 3, 2026, 6:11am UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/6 "2026-11-03T06:11:00Z")
The blank HubSpot form is worth investigating before adding another workflow. I’d compare one Voice Assist submission that successfully created a contact with one that returned “No contact created,” specifically checking whether the captured email actually reaches HubSpot’s standard Email property in both cases. Capturing an email in CallRail doesn’t necessarily mean it’s mapped into the contact identity field that HubSpot uses. I’d also temporarily remove the workaround in a controlled test — the @call.com fallback and contact-creation workflow may be introducing duplicates without fixing the original failure ---
**Author:** ![Berangere](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/berangere/32/220784_2.png) [@Berangere](https://community.hubspot.com/u/Berangere)\ **Post date:** [November 3, 2026, 12:37pm UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/8 "2026-11-03T12:37:16Z")
Hi @JorgeFuentesZ and all, it’s great to see you back on the HubSpot Community! 🙌 Thanks for sharing the screenshots and details, and thanks everybody for your help! There are a few things worth checking here, and I’d suggest looking at the warnings and the contact-creation issue separately. **1. About the CallRail warnings** The missing HubSpot cookie (HUTK) warning means CallRail couldn’t use a browser cookie to identify the caller. According to CallRail, this can be expected for certain tracking-number calls, and matching by email may still work. The missing IP-address warning relates to form analytics rather than contact creation. So neither warning necessarily explains why the contact wasn’t created. You can find more details in [CallRail’s HubSpot integration guide](https://support.callrail.com/hc/en-us/articles/5711820544269-HubSpot-integration). **2. Why HubSpot shows “No contact record”** This message means the form submission isn’t linked to a contact. A few possible reasons include: - The default Email property wasn’t populated. - The associated contact was deleted. - The email already belongs to an existing contact, in which case HubSpot may update that record rather than create a new one. Here’s HubSpot’s [form troubleshooting guide](https://knowledge.hubspot.com/forms/troubleshoot-hubspot-forms) for reference. **3. What I’d recommend checking first** Regarding the blank HubSpot form, even though CallRail captures an email through Voice Assist, it’s worth confirming that the email is actually being passed to HubSpot’s **default Email property** (`email`), rather than just the custom “Voice Assist caller email” property. I’d suggest adding the default Email field to the HubSpot form used for these submissions and checking with CallRail that the captured email is mapped correctly. Also, the `@call.com` fallback option doesn’t necessarily mean every submission contains a usable email or is successfully linked to a contact. **4. Review the workflow** I’d also recommend temporarily pausing the workflow’s **Create record** action while troubleshooting. From your screenshot, it looks like the workflow creates another contact after a “Voice Assist message taken” submission. However, contact-based workflows require an existing contact to enroll, so this action may create duplicates without resolving the original issue. Ideally, CallRail should handle contact matching or creation, while HubSpot workflows can take care of updating properties afterward. **5. Try one fresh test** To help narrow things down, I’d recommend testing with a new caller and a unique, valid email address. Then check whether: - A contact was created in HubSpot, even if the form submission isn’t linked to it. - The default Email property was populated. - The submission was associated with the correct contact. If the issue continues, I’d suggest asking CallRail to trace that specific submission and confirm what data was sent to HubSpot, whether contact creation or matching succeeded, and what response HubSpot’s API returned. You can share the timestamp, CallRail lead/call ID, HubSpot portal ID, form ID, and submission details with CallRail. If you’re also relying on phone-number matching, it’s worth checking whether HubSpot phone validation is enabled, as CallRail’s E.164 formatting option may be relevant. According to [CallRail’s integration documentation](https://support.callrail.com/hc/en-us/articles/5711820544269-HubSpot-integration), Voice Assist should match or create a contact through the standard integration flow and then attach the form submission. When you check the contact records directly in HubSpot, can you find the caller’s email anywhere, even if the form submission says “No contact record”? That would be a helpful clue in figuring out whether we’re dealing with a contact-creation issue or a submission-association issue. I’d love to hear from our Top Experts: Hi @Anton and @evaldas do you have other suggestions, please? Thanks so much, Bérangère, HubSpot Community Manager _This post was created with the assistance of AI tools_ ---
**Author:** ![JorgeFuentesZ](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jorgefuentesz/32/229806_2.png) [@JorgeFuentesZ](https://community.hubspot.com/u/JorgeFuentesZ)\ **Post date:** [November 3, 2026, 7:06pm UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/9 "2026-11-03T19:06:33Z")
Wow, thank you so much @Berangere ! This is very thorough: So, to follow up: - Thank you, if the cookie issue and the missing IP issue is not relevant or affecting anything right now, I’d rather look into it later. - Interestingly enough, a contact was created today with a “@call.comcall.comcall.comcall.com" email address, yet, in the custom “Voice Assist caller email address” property, it has a populated Email address (the real email address). I think that’s an important clue. - The “contact creation” workflow was on, and IT DID create a new record with the real email address. And it associated the new record to the contact that got created by [the@call.comform](mailto:the@call.comform) with the “@call.com” email address. - I agree to perhaps try to 1) Pause the workflow, and 2) Add the “Email” default property to the form. Not sure if it has to be done as a hidden field or just simply have it there. But I definitely suspect it’d work properly. - Haven’t looked into the CallRail’s E.164 formatting option yet though, but may be relevant down the line, although right now I’d want to fix the contact creation issue first. ---
**Author:** ![JorgeFuentesZ](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jorgefuentesz/32/229806_2.png) [@JorgeFuentesZ](https://community.hubspot.com/u/JorgeFuentesZ)\ **Post date:** [November 3, 2026, 7:16pm UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/10 "2026-11-03T19:16:08Z")
Thank you @MahdiEqbal ! It seems that pausing the contact creation workflow is definitely the best recommendation, and will look into the form’s setup. Cheers! ---
**Author:** ![Berangere](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/berangere/32/220784_2.png) [@Berangere](https://community.hubspot.com/u/Berangere)\ **Post date:** [November 4, 2026, 10:54am UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/11 "2026-11-04T10:54:15Z")
Hi @JorgeFuentesZ and thanks for following up! Based on what you’ve described, it looks like two things may be happening: - **CallRail is creating a contact in HubSpot** with a placeholder email address in the standard `Email` property. - **Voice Assist is capturing the caller’s actual email address** in a separate custom property. Your workflow then uses that value to create a second contact with the correct email address. This suggests there may be something worth investigating in how the fields are mapped and how the contact records are created. I also wouldn’t assume that the repeated `@call.com` suffix is expected behavior. I’d recommend reaching out to CallRail so they can take a closer look at the specific event and confirm how that email address was generated. Their [CallRail HubSpot integration guide](https://support.callrail.com/hc/en-us/articles/5711820544269-HubSpot-integration) explains the placeholder email option and the Voice Assist custom properties, but it doesn’t specifically mention a repeated suffix. For now, I’d suggest **keeping the workflow active** , as it seems to be responsible for creating the contact with the caller’s correct email address. Pausing it could prevent those contacts from being created as expected, as you mentioned. Instead, since this is a third-party app that has not been developed by HubSpot, **I’d recommend asking CallRail** to review the data sent for this particular call, especially: - The value sent to HubSpot’s standard `email` property. - The value sent to the custom “Voice Assist caller email” property. - The response received from HubSpot when the submission was processed. The main thing we want to confirm is whether both email fields contain the caller’s actual email address when Voice Assist successfully captures it. ### Regarding adding the default Email field to the form If the HubSpot form is only being used as an API destination and isn’t actually displayed to callers, adding the default Email field shouldn’t change the questions Voice Assist asks or what callers hear. However, there’s one important detail to keep in mind: **adding the Email field can affect the form’s submission requirements.** HubSpot requires an email address for standard contact creation through forms, and the Forms API may reject submissions if required fields are missing. Additionally, a field cannot be both required and hidden in the form editor. For that reason, I’d recommend waiting until CallRail confirms that it can populate HubSpot’s standard `email` property, rather than only the custom Voice Assist email property. Even if the custom property contains the correct email address, that value won’t automatically fulfill the requirement for the standard Email field. Here are a few helpful resources for reference: - [HubSpot: Create and edit form](https://knowledge.hubspot.com/forms/create-and-edit-forms) - [HubSpot: Hidden form fields](https://knowledge.hubspot.com/forms/pass-contact-property-values-with-hidden-form-fields) Once CallRail has confirmed the field mapping, I’d recommend running one controlled test call and checking both the form submission and API response before making any changes to your live workflow. If pausing the workflow becomes necessary to isolate the issue, I’d suggest doing so only during that controlled test, with a plan to restore it afterward if CallRail is still sending placeholder email addresses. Ultimately, the goal is to make sure the caller’s correct email address is captured directly and reliably, without creating duplicate contacts or disrupting your existing process. Hopefully, reviewing the field mapping with CallRail will help us get to the bottom of this! Thanks, Bérangère, HubSpot Community Manager _This post was created with the assistance of AI tools_ ---
**Author:** ![Berangere](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/berangere/32/220784_2.png) [@Berangere](https://community.hubspot.com/u/Berangere)\ **Post date:** [November 6, 2026, 10:29am UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/12 "2026-11-06T10:29:10Z")
Split this topic on November 6, 2026, 10:29am UTC A post was merged into an existing topic: [Archived Content Rule Breakers Single Posts](https://community.hubspot.com/t/archived-content-rule-breakers-single-posts/153106/180) ---
**Author:** ![KDAVID5](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/kdavid5/32/5644_2.png) [@KDAVID5](https://community.hubspot.com/u/KDAVID5)\ **Post date:** [November 5, 2026, 5:41pm UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/13 "2026-11-05T17:41:27Z")
Hi everyone, I’d like to join this discussion as I haven’t yet used this form configuration in depth. I’m a bit confused by this erratic behavior. In our case, as shown by the alert on our form submissions: “The cookie needed to link form submissions to existing contacts isn’t being sent. You’ll need to ask your developer to update the integration for this form”. Does anyone here (with more experience in this type of integration) have any idea how to ensure this tracking cookie is correctly transmitted during asynchronous calls or Voice Assist updates? Is it mandatory to use a custom script or a webhook? Thanks in advance for your help and insights! ---
**Author:** ![JorgeFuentesZ](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/jorgefuentesz/32/229806_2.png) [@JorgeFuentesZ](https://community.hubspot.com/u/JorgeFuentesZ)\ **Post date:** [November 5, 2026, 8:34pm UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/14 "2026-11-05T20:34:39Z")
Thank you, so much @Berangere . This is all super helpful, I definitely will default to doing a live test. What’s interesting is that SOME submissions do get a contact created because the default Email property coming in from CallRail does get populated and on OTHER submissions only the custom “Voice assist email address” custom property is filled, in which case No contact gets created. When going into CallRail’s lead intake form for Voice Assist, all we can see is this (no other mapping available): ![image](https://d2qpr2jzcazej7.cloudfront.net/original/3X/0/5/057fc4e424588a3a222c36ffd47499af635a8476.png) So, CallRail doesn’t help us much because, quite literally, the email property setting is only a toggle on their end. Their support bot mentioned: ![image](https://d2qpr2jzcazej7.cloudfront.net/original/3X/0/3/0334bff60298e96447110cc7cc82d612bb75bd2b.png) Which is basically exactly what I did before opening this thread and still ran into the issue. Sadly, when reaching out to CallRail directly via a support ticket, their suggestions were also entirely AI-made, and repetitive, here’s a snapshot of the conversation: One new suggestion from them was the Spam prevention, so I followed up on that because it’s actually already off on the form, and also, the Bot filtering is account-wide. ![screencapture-mail-google-mail-u-0-2026-11-05-14_31_18](https://d2qpr2jzcazej7.cloudfront.net/original/3X/0/b/0b8f93c2856930d7b9484fe907aa7f783159bf80.jpeg) Thank you! ---
**Author:** ![Berangere](https://d10pqhm3lwygmk.cloudfront.net/user_avatar/community.hubspot.com/berangere/32/220784_2.png) [@Berangere](https://community.hubspot.com/u/Berangere)\ **Post date:** [November 6, 2026, 10:38am UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/15 "2026-11-06T10:38:22Z")
Hi @KDAVID5 and all, Thanks for the great questions! Juts to clarify, that alert is about associating a submission with HubSpot’s browser tracking identity, not by itself proof that the submission was rejected or that a contact could not be created. HubSpot describes `hubspotutk` as a visitor-identity cookie used with form submissions, and its [Forms API](https://developers.hubspot.com/docs/api-reference/legacy/marketing/forms/v3-legacy/submit-data-unauthenticated) accepts it in `context.hutk`. For a server-side or asynchronous CallRail submission, the integration would need to capture and forward the _actual_ cookie value when one exists. HubSpot lists an API submission without a cookie, blocked cookies, and unaccepted consent among the causes of the “No cookie was found” warning in its [form troubleshooting guide](https://knowledge.hubspot.com/forms/troubleshoot-hubspot-forms). If Voice Assist submits without a browser session, there may be no visitor cookie available to pass. **I’d ask CallRail** , since this is a third-party app which has not been developed by HubSpot, whether it submits from the browser or its server, and whether it supports forwarding `hubspotutk`; a custom script or webhook isn’t automatically required by HubSpot’s Forms API. I’d compare a failed submission’s exact email, form submission details, and API response/errors with a successful one. The cookie warning alone doesn’t identify why a contact wasn’t created. I’d love to hear from our Top Experts and other Community Members who also use this integration: Hi @Matt_Loveland, @Jonas_De_Mets and @filipg do you have any insights to share, please? Thanks so much and have a lovely weekend! Bérangère, HubSpot Community Manager ---
**Author:** ![jackruby](https://avatars.discourse-cdn.com/v4/letter/j/f05b48/32.png) [@jackruby](https://community.hubspot.com/u/jackruby)\ **Post date:** [November 7, 2026, 1:06pm UTC](https://community.hubspot.com/t/callrail-not-creating-contacts/163699/16 "2026-11-07T13:06:54Z")
You can check the CallRail and HubSpot integration settings to ensure contact syncing is enabled and all required fields are mapped correctly. _Moderator note: While this solution may not address the original poster’s specific situation, it could be helpful for other community members facing similar challenges._