When a Hubspot user places an outbound call from Hubspot, it opens the call pane with the option to take notes, record, etc. Then separately, if a playbook is activated, a separate pane opens up and offers the ability to log a call.
As a result, if one wants to not just use the playbook but also dial from Hubspot, they end up with two call records: one with the recording, transcription, etc, and then the other one with the playbook answers.
Can this be better integrated so there’s only one call record with everything?
This is one of the most confusing points for our sales teams and preventing us from getting everyone properly onboarded to use direct calling and playbooks. Critical for us as reps are measured on Playbook utilization.
Solution idea:
If you click to call, the Open Call Options button/link includes a dropdown to select an available playbook.
I’m having the same issue with the Zoom Meetings - HubSpot integration. When trying to use the HubSpot Playbook within Zoom, the Playbook logs a separate call. So according to my manager, I’m calling a contact and having a meeting with them on the same day
We are dealing with the same issue. All calls are registered double because of the way Playbooks works.
Starting a call from the playbook would give a solution and create a better workflow for our sales.
Would love to see this implemented, both for productivity as for reporting!
Absolutely needing support for this. When trying to get team members to buy-in to the Hubspot ecosystem, these are the areas of friction that make the platform hard to adapt to
Was setting up playbooks and now CANNOT implement if it requires us to have TWO activities when leveraging Hubspot Calling - makes you have to choose which feature means more to you vs leveraging the features you are supposed to be able to use. Need them integrated.
Hi everyone, I’m Winnie Hien, the product manager on Playbooks, and I wanted to come in and bring some context into this one.
I understand the frustration here. Playbooks logs activity as a call because in most cases, a playbook is being used during a call. The problem is that when you’re also using HubSpot Calling or another integration like Zoom that independently logs its own call record, those two don’t deduplicate, and you end up with duplicate entries on the timeline. Same is true for Meetings logged onto the timeline, where a Playbook was used. That impacts reporting accuracy and adds clutter as you’re scrolling through activity.
The solve here is likely a closer integration between Playbooks and Calling, or Playbooks and Meetings but that’s not a quick fix, which is why these two features have existed separately. Because of that, I’m moving this to Not Planned from the Playbooks side. That said, the ask for a clean, deduplicated experience when using both features together is valid and makes a lot of sense, and I’m passing this feedback on internally to the Calling & Meeting teams.
