"Call made by" in Engagement

New Member

Hi there,

When I create a new engagement with an ownerId,
the “Call made by” display the name of the person that set up the OAuth2 connection, instead of the owner’s name.

Is it normal, or do I need to set an other field?

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14 Replies 14
Community Manager

Hi @charles_lalonde

Can you send me a link to the contact that you’re seeing this with, and do you have an example of the data you used to create that engagement?

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New Member

Hi @dadams,

Here’s a contact with the issue : https://app.hubspot.com/sales/2159887/contact/16501

And the JSON I send through the API to create the engagement.

{
  "engagement": {
    "active": true,
    "ownerId": "27508000",
    "type": "CALL"
  },
  "associations": {
    "contactIds": [
      "16501"
    ],
    "ownerIds": [
      "27508000"
    ]
  },
  "metadata": {
    "fromNumber": "+33*******",
    "toNumber": "+33*******",
    "recordingUrl": "",
    "body": "Inbound answered call on Camélia Aircall<br>\nCaller Phone number : +33 * ** ** ** **<br>\nAircall number : Camélia Aircall (+33 * ** ** ** **)<br>\nWaiting time : 00:00:06<br>\nAnswered by Camélia from Aircall<br>\n"
  },
  "active": "true"
}
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New Member

Hi @dadams,

Did you had time to take a look?

Thanks

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HubSpot Product Team

Apologies for the delay. David is out of the office this week, but the development team is in the process of implementing a fix for this issue. Should be a quick fix - will let you know when it’s deployed.

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New Member

Hi @nriley,

Thank you for the update.

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New Member

Hi @nriley,

I hope everything is great.
Do you know when the fix will be ready.

Thanks,
Charles

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HubSpot Product Team

Apologies for the delay. Just got an update from development, and the fix has been deployed. From their response, for clarity:
An update was made such that the engagement’s ownerId is used for displaying who created the engagement (and falls back to createdBy if ownerId is not set).
Tasks are an exception to this, because the ownerId corresponds to whoever the task is assigned to. In the tasks case, we use the createdBy for displaying who was responsible for creating the engagement.

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New Member

Hi @nriley,

Thanks for this clarification.

However, I still got some strange behaviors.

I created two engagements with two different owners.
I see the right behavior, when I’m connected as a “simple agent”,
but it’s the wrong behavior when I’m connected as the agent who created the OAuth connection.

We can compare these two screenshots from the same contact done from two different owners’ account.

OAuth Owner

Simple Owner

Also, In the screenshot from the “Normal Owner”, the avatar is wrong.

Let me know if you need more information.

Thanks in advance,
Charles

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Highlighted
HubSpot Product Team

Hi Charles - it doesn’t look like these engagements are on the same contact referenced in the earlier post - if you can send a link to the contact with the new examples I’ll ask the developer to dig in. Thanks!

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New Member

Hi @nriley,

You can find these two engagements on https://app.hubspot.com/sales/3094334/contact/19701/

I can try to create new engagements if you want.

Thanks

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New Member

Hi Nancy,

In this example, I’m logged in as the owner 23302232, but the ownerId is the owner 29331277

{
  "engagement": {
    "id": 420341186,
    "portalId": 3094334,
    "active": true,
    "createdAt": 1501096388060,
    "lastUpdated": 1501096388060,
    "createdBy": 1338388,
    "modifiedBy": 1338388,
    "ownerId": 29331277,
    "type": "CALL",
    "timestamp": 1501096388060
  },
  "associations": {
    "contactIds": [
      19701
    ],
    "companyIds": [],
    "dealIds": [],
    "ownerIds": [],
    "workflowIds": [],
    "ticketIds": []
  },
  "metadata": {
    "toNumber": "+555",
    "fromNumber": "+555",
    "recordingUrl": "",
    "body": "Missed call on Test Charles 2 (DEV)<br>Caller Phone number : +555<br>Aircall number : Test Charles 2 (DEV) (+555)<br>Waiting time : 00:00:02<br>"
  }
}er Phone number : +555<br>Aircall number : Test Charles 2 (DEV) (+555)<br>Waiting time : 00:00:02<br>"
      }
    }

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Community Manager

Hi @charles_lalonde, thanks for the updated examples. We’re taking another look at this and should have an update soon.

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New Member

Hi @dadams,

Thanks for your quick feedback.

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New Member

hi @charles_lalonde

I'm developing exactly same integration. What you mean "Simple owner"? I'm not using OAuth right now.

Also what is your plan for inbound calls? I'm going to create application and some kind of event for inbound calls.

Thanks,

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