Aircall x Hubspot integration

[EmilyWade]

Hi everyone, 

We just wanted to share our experience with the Aircall integration in Hubspot, to see if we can help people wanting to put this integration in place, and perhaps to get some tips from others using this integration already.

Our idea is that when a client calls our support line, we want to be able to quickly create a Ticket in Hubspot, with relevant information from the call directly in the ticket. 

To start with, we linked the relevant numbers in Aircall with the integration. We have around 10 different numbers that are connected, and this works well for us. 

Next, we created a specific tag in Aircall for the Hubspot integration. When we receive a call from a client, and we tag the call with "Hubspot Tag", this launches our workflows in Hubspot. Once a call has been tagged with this Tag, the workflow creates a standard ticket in Hubspot. It has a standard title (Following your call), it is already associated with the client and the company, and it enters into our other workflows notifiying our agents about the new ticket.

Here, however, we met a couple of blockages. The first one was that we can't automatically assign the ticket to the person who needs to have the ticket. 9 times out of 10 this will be the person who took the call, but we just couldn't find a way to automate this.

The second issue that we had was relating to the notes taken in the call in Aircall are added to the interaction on the client's record, but we found no way to have them entirely in the ticket. The idea is that the user who takes the call takes Minutes, and ideally these Minutes should be the Ticket Description. As such, we've had to add a standard Description "To be updated by owner" and have instructed our agents to go to the client's record and get the Meeting Minutes, and if they wish to associate the call interaction with the ticket. Moreover, we've had to remove these types of ticket from our standard workflow for new tickets (creating a custom property that is automatically set to "Aircall Ticket" in the inital ticket creation workflow), that just confirms the ticket details in an email to the client, as we don't want the clients to see the "to be updated" information. Has anyone else found a work around ? After speaking with support, we found that we would be able to create tickets on the basis that the notes containted certain phrases, but we can't transfer all the information to the ticket as a note for example. 

Overall, we're quite satisfied with what we've put in place - it automates part of our support process and saves time for our agents. That being said, there are a few improvements we would like to make, and if anyone else has experience with this integration, we'd love to hear from you.

Thanks everyone !

Emily

[MRad7]

We have a problem with numbers transferred from Aircall to Hubspot link to the screenshot 
Have you ever experienced similar problem, if so, how did you resolve it?

[EDurieux]

Hello, 

I may have a solution for you concerning your issue to link the call to your ticket. Sorry I'm french so my application is in french, my translations might be wrong.

In your workflow, when you create the new ticket, you can define some characteristics of your ticket and at the bottom you can choose "associate the ticket with". You may want to click "contact" and then "add the activity of the activity's chronology..." (sorry for the translation). *

This will link the activity of your contact to your ticket and so it will link the call. Then you will have to create another workflow to use the characteristic of the call (duration, notes, tags) to define your ticket. 

Is this usefull ?

[TiphaineCuisset]

Thank you for sharing @EmilyWade and for the tag @NicolasChoupin !

wondering if some of our experts have had experience with this integration and would be willing to share their thoughts - @Josh @Phil_Vallender @Dan1 do you have any thoughts? 

Thank you!

Best

Tiphaine

[NicolasChoupin]

Upvoted !

Just tagging @PamCotton @Willson @TiphaineCuisset I have seen in other topics you've been involved in recent questions regarding Aircall