Assistance Needed: Customizing Phone Number Display in Task Overview

[KBrandt0]

Hi everyone, 

I am relatively new to HubSpot and have a question for the forum regarding a potential solution for customizing the phone numbers displayed in the task overview.

The reason for my inquiry is that we work with different customer types, and our sales teams have varied preferences for the phone numbers they prioritize. As such, we are looking for a way to customize the task view so that each team sees only the phone number relevant to them.

I am aware that the recommended approach involves working with task queues. However, our goal is to create an overview that is more tailored and specific to each team’s needs.

If anyone has encountered a similar situation or can suggest a solution, I would greatly appreciate your insights.

Thank you in advance for your help!

[karstenkoehler]

Hi @KBrandt0,

Could you share a screenshot of what you're referring to exactly? Are you referring to the column 'Contact phone number' on the task index page?

When you say that you want to tailor to each team's needs, can you specify what exactly those needs are? Without having that context and an example of the exact rules, it's not possible to suggest an approach or solution.

Best regards

[KBrandt0]

Hi Karsten,

Of course! 

In our platform, we categorize contacts into three types based on a custom category reflecting the kind of customer they are.

In this specific scenario, a contact can have up to three different phone numbers. Since some customers can be both B2C and B2B, they may have two relevant phone numbers:

1. A private phone number
2. A work phone number

Our B2C team primarily uses the private number, while our B2B team focuses on the work phone. Because of this, we would like the flexibility to choose between these phone properties depending on the team’s needs.

I have attached a screenshot of both the task view where we want to choose another phone number property

Let me know if further clarification is needed!

[karstenkoehler]

@KBrandt0 the phone number there will reflect the phone number on the contact record and cannot be changed here. Have you considered making sure that the task name contains the information whether it's a B2C or B2B task? That way, you could easily filter. Looking at the number alone wouldn't allow for figuring out whether it's B2B or B2C.

[KBrandt0]

Unfortunately, that solution does not work for us. We need the ability to choose which phone number is displayed in the task overview based on the team. However, it seems there isn’t an immediate solution to this issue, so I will look into finding a workaround.

[karstenkoehler · Accepted solution]

@KBrandt0 you could request better options in the HubSpot Ideas section of the community: https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas

As it stands, the phone number field accepts just one number, and that one number is displayed in the column there. Since you cannot select which phone number property is shown there (it defaults to the main phone number).

[PamCotton]

Hey @KBrandt0, thank you for posting in our Community!

Tailoring task views for specific team preferences can be a bit tricky in HubSpot. While task queues are the usual solution, you might explore creating custom properties for phone numbers and using filters to refine task views. The right setup can help each team focus on their preferred details. 

Hope this helps!

Pam