Zoom call recording URL's not appearing for inbound calls but appearing for outbound calls

[CrystalMailing]

Hi,

I recently set up Zoom integration with HubSpot with the expectation that all inbound and outbound calls would be logged.

The positive aspect is that if the customer is already in HubSpot, the call details such as whether it was inbound or outbound, and the duration are logged.

However, I'm encountering an issue where inbound calls are recorded by Zoom but the URL doesn't appear in HubSpot. On the other hand, outbound calls made are also recorded by Zoom but this time, their URLs for containing the recordings are displayed in HubSpot.

Has anyone encountered this issue before and can offer guidance on resolving it? For instance, are there settings within HubSpot or Zoom that need to be adjusted?

[Racine1]

Hello  @CrystalMailing,

Did you contact Zoom support or find a solution to this issue? We are having the same problem. 

[DianaGomez · Accepted solution]

Hi @CrystalMailing, 

Thanks for reaching out to the Community!

Just to confirm, are you utilizing Zoom Phone for HubSpot? If that is the case, please note that this is a third-party calling integration developed by Zoom. Consequently, as HubSpot, we do not have direct access to troubleshoot issues related to it. For assistance with this specific integration, I recommend reaching out to Zoom's dedicated support team at support@zoom.us. 

When Zoom generates a call (within Zoom), it is essential for them to send an API request to HubSpot in order to create the call record and associate the call recording with your Contact records. This process is managed exclusively by Zoom. From HubSpot's perspective, we simply acknowledge the request based on the permissions granted to Zoom when installing the integration.

I hope this clears up the information for you. If you're using a different type of integration, please let me know so I can continue investigating. 

Best,

Diana