HubSpot Ideas

M_tate

Additional call functionality

This request is to support the below within Hubspot itself so we can move away from using a 3rd party tool.

  • Support incoming calls
  • SMS 
    • Including SMS templates
  • IVR - menu selection dictates where the user lands i.e. to support, to sales
  • Office hours - ensure the user knows we're out of office and can leave a voicemail 
  • Call back - let the user request a call back if all agents are busy
  • Call queues - let the user sit in a queue if they've not requested a call back and don't want to leave a voicemail 
  • Call coaching - listening in on calls to help train staff with whisper and barge functionality
5 Kommentare
Joacimbr
Teilnehmer/-in

@jmangiameli You should take look at this one, now that Hubspot has launched the possibility for inbound calls. Maybe these are several steps and/or should be split into different submissions, but he is spot on regarding what kind of features HubSpot should be able to support these days. These are must features for any customer service center, inbound call center, inbound sales teams and so on. 

asgeirbambusa
Teilnehmer/-in

Good ideas! Also very important: outgoing calls may show up as "unknown caller" or hidden number because the caller ID isn't allowlisted (or recognized?) by phone companies that calls are routed via - at least in Norway. So most of our leads won't even answer our calls because our number don't show up at the receivers phone. We even tried using Twilio paid account, but the issue is still there. 

Flo_bi
Mitglied

@jmangiameli 

Log inbound calls, missed calls, and voicemails to CRM for Outbound phone numbers is essential. As you only offer very few international numbers and the HubSpot provided phone numbers lack often in call quality make this is essential as many have to rely on outbound phone numbers from other providers.

 

Would be great to get an update on the priority of this topic.

 

As I understand from this article, currently it is not possible

https://knowledge.hubspot.com/calling/manage-phone-numbers-registered-for-calling

MGrigoryan
Mitglied

IVR - Interactive voice response when using HubSpot calling is super important since we have both customer service and inbound sales teams and need to redirect prospects and customers to the respective teams. 

Also, it would be very useful to be able to route the calls in sequential order, so that all agents in the team would not get the call simultaneously, but rather one gets the call and if after some time he/she is busy or not answering, only then the call is routed to the other agents again in the sequential order set beforehand. 


Donna_Irina
Mitglied

Hey! Hubspot Team! Any updates on these crucial features?

Thanks a lot in advance for putting this feature into implementation.