Handle inbound / incoming calls in HubSpot

troelsfeodor

We currently have to use a service like Aircall to handle the inbound calls, which is not ideal. When you do the outbound calling from Hubspot it would make sense to also be able to handle the inbound calls and get them properly tracked, recorded, etc.

HubSpot updates
Status updated to: In Planning
Jun 16, 2021

Hello HubSpot community! 

As @JoeMayall mentioned in his previous post, making HubSpot calling bi-directional to support inbound calls alongside our current offering of outbound calling is something we realize is important for our customers. Since the last update in October 2020, we have renewed our focus to offering this functionality. We do not have a concrete timeline or initial feature set that we're comfortable committing to quite yet. However, I am moving this idea to the "in planning" stage to better reflect our increased commitment, as we currently are researching and prioritizing the work required to add inbound calls natively to HubSpot. 

We'll continue to monitor the use cases and needs submitted on this thread and will post updates as we have them. Your patience and continued feedback is very much appreciated as we work towards delivering a solution! 

Thank you as always for your continued feedback and support, it helps us build a better product.

Status updated to: Being Reviewed
Oct 26, 2020

Hey folks,

I wanted to hop in and give you a quick update on this thread.

 

Inbound calling has been a feature we’ve been exploring for some time. While we’re committed to delivering Inbound calling,  it is a highly complex project that we’ll be working towards well into next year.  We’ll continue posting updates to this thread as we have more concrete information.

 

Despite this being In Planning, I am moving it to Being Reviewed to better reflect the state of development. Our primary goal is always to be transparent about where Ideas stand, and Being Reviewed better reflects the status of this Idea. (More information about our status can be found on the Ideas Forum Users Guide)

 

Best,

Joe

Ideas Forum Manager

Status updated to: In Planning
May 19, 2020

We agree this is a big gap! We're in the early phases of developing a plan to bring Inbound calling support to HubSpot. We will update this issue with more infromation as we validate our approach to realizing this feature. 

Status updated to: In Planning
Mar 25, 2019

We are planning on building an API to allow integrators to embed their calling functionality, including inbound calling, into HubSpot.

 

If you'd like to give our team feedback on how inbound calling should work, please fill out this form.

103 Replies
NoD
Participant

For hubspot "inbound" is the most important thing. The most important thing is to know everything about the peaople that get in touch with your company. Every content strategy, marketing workflow or email campagin is based on this data. We figured out a 25:1 call to filled forms ratio. So it is WAY more important to receive any possible Call Data than getting Data out of web forms. So please get this inboud Call Data into Hubspot Timeline.

markjnor
Participant

We definitely need the ability to record incoming calls through browser and mobile/app.

 

This would be a massive help!

 

Cheers

Skogluft
Participant

This should definitely be a feature in HubSpot. Zendesk has it, close.io has it. They integrate with Twilio for both inbound and outbound calls. When you call 500 people and they start calling you back it's much better that this is handled natively inside HubSpot. moreover, when some calls the contact record is automatically opened as close.io has managed to fix nicely. 

ThreadsHelp2018
Top Contributor

@Skogluft 

 

It sounds like neither Zendesk or close.io have this as a native feature either and rely on an integration with Twilio in order to capture inbound and outbound calls or have I misunderstood you? 

Skogluft
Participant

@ThreadsHelp2018 I don't know much about zendesk, but i use Close.io. They use Twilio, but from a user perspective its all ready and feels like part of close.io software. you dont need a separate subscription to kixie or aircall. And when somebody calls, the contact card automatically comes up on the screen. you just make and receive calls within close.io as much as you want. another feature close.io has, which is important if you call many numbers is the ability to drop a pre-recorded voicemail message. If I use HubSpot for calls now, all return calls are to my mobile phone, which i don't like. In close.io we use a company number which is the main number for the whole business. Anyone of my employees can answer incoming calls. it works very well. I hope hubspot will develop calling further so that its also a good system for salespeople.

 

To summarize:

1. handle outgoing and incoming calls natively in hubspot (fine if hubspot uses twilio for this)

2. ability to have multiple numbers

3. voicemail message drop for speedy calling

4. contact card automatically pop up when someone calls.

 

Clarity
Member

It would be great if incoming calls would automatically open the contact record of the caller in the CRM.

Skogluft
Participant

Small startups are doing native inbound/outbound calling now, with much fewer resources than HubSpot. It's stupid that we even have ask for it. HubSpot  employees, use cisco for inbound/outbound calls. You would think management would put some developers to work on this, to make HubSpot a proper piece of sales software.. missed calls should show up in conversation inbox, in the same way as emails. Same goes for form submissions. Now you have to click 6 times to get to form submissions:) form submissions from customers are no different from emails. They belong in conversation inbox. 

kevinempire2017
Member

My team just realized that this would be a great idea. We utilize the outbound calling feature but it would be nice to have the ability to take inbound calls as well.

Status updated to: In Planning
mschnitt
HubSpot Product Team

We are planning on building an API to allow integrators to embed their calling functionality, including inbound calling, into HubSpot.

 

If you'd like to give our team feedback on how inbound calling should work, please fill out this form.

Bryce
Top Contributor

@mschnitt  glad to hear it!

 

Although, ideally we would use the included minutes in our Hubspot plans.

Quantum-AU
Contributor

Great idea! I see @mschnitt has moved it to planning and asking for feedback on API integration - However, for those of us using it as a standalone - could the option be added to select inbound or outbound call in the "log a call" button?

Kixie
Member

Kixie provides inbound call routing and Hubspot integration coupled with outbound power dialing features and SMS. 

stimulyst
Member

I would love to see this feature as well. Need the ability to log inbound calls. Would be nice if the app could recognize the call was from a CRM contact & ask to record the call and log the activity.

Tippling
Member

I would like to be able to recieve a call back from contacts and prospects without having to utilise a separate phone etc and instead through the HubSpot application / centre. The calling tool is great but when leaving voicemail or asking for a call back it would be nice to have it all under one roof.

bksd1
Member

Yes, this would be excellent!

 

What voip systems are people using for this currently? I am using justcall and it is honestly unreliable and negatively impacting our business in a major way. 

Paperbee
Member

Where are you located? We are in the US and tried Justcall, but were not happy with reliabilty - I think its because they are located in India and focused on Asia Pacific?

 

We switched to Ringcentral for our office staff and Kixie for our sales/CS reps that use HubSpot

bksd1
Member

Thanks I will look into that. Is there any reason that you're using 2 different services for office staff and sales reps? 

Paperbee
Member

Ringcentral has specific things for the office staff like faxing and video conferencing.

 

Kixie has specific things for our hubspot users like the hubspot integration, CTI screen pop with hubspot info, and an outbound power dialer. 

Paperbee
Member

Both systems do work well for us as separate platforms

orangepegs
Participant | Platinum Partner

This seems like a logical component of a program designed for calling. Building an API integration isn't good enough, because it still requires the use of a 3rd party app. I would like to see this built in at the Pro and Enterprise levels.