Handle inbound / incoming calls in HubSpot

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
changed 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.

76 Replies
Occasional Contributor

Must have facility to record Inbound calls. Atm all inbound calls are answered on my mobile and there is no record of it in my CRM. Only recently the feature has been made available to see which contact is calling but to not have a record in the CRM is leaving a big gap especially for us salespeople who are out of the office majority of the time. I am finding the app also to be quite limiting without the email signature flowing through. 

New Contributor

Following for this feature as well.

New Contributor

Please create this feature soon!

New Member

Hi, I am new to Hubspot and I am REALLY suprised that in 2019 a major CRM does not have an incoming call API. The whole point of a CRM is to log all user events and pop up the contact on calls, etc. Without it I need to manually search for a contact when he calls. Can you please add this very soon?

Esteemed Contributor

+1 from me

 

Having a dropdown and selecting outbound or inbound would be a handy feature at minimum.

Regular Contributor

This needs to be on the mobile app as well. Communication through a salesperson's mobile # is a hallmark of a good relationship. (E.g. Estimator Joe at Build Co. calls sales rep Frank at Supply Co. directly on his mobile to ask him what products they sell that meet the spec for a bid). This should work for text as well. 

 

The mobile app should include a phone a text app. 

 

Visitor

Has there been any progress on this?  Most of the other CRMs are providing this feature and would be very ideal for customers who use phone numbers that are only available through sources like Twilio. We would love to have the feature to receive the calls in HS which eventually ties to the contact if it exists.

Regular Contributor

Please ensure that the outbound number can be spoofed to match an existing number.

This way the call display number doesn't confuse clients. 

 

Regular Contributor

it seems crazy that this isn't available, and even if it isn't, not having the option to distinguish between Inbound and Outbound is a pain. This is wider issue though in terms of how activities are structured. "Calls" should be different from "Meetings" and "Inbound calls" should be different from "outbound calls"

Occasional Contributor

+1 on this one.

Occasional Contributor

+1

Regular Contributor

+1 This is a must. Other CRMs have it. I can't believe you guys still haven't. I love Hubspot, but this really is something that complicates customer interactions and misses relevant information that should be on the customer's timeline.

 

There should also be the possibility that for certain users conversations are always recorded, such as for customer service people.

New Contributor

+1.
I take from the recent messages that no such thing has been developed yet, which is a shame indeed. It would be very much appreciated to save time and manage inbound call 100x more efficiently. 

New Contributor

Here, we used Ring Central (it is powered by Zoom) for several years. They have developed quite an interesting plug in that allows to automatically prompt the Hubspot contact record, with the "Call log" window open, for every call (both inbound and outbound).

 

We've recently migrated to Zoom. What's funny about it, Zoom is integration made by Hubspot, but it doesn't have the features we had with Ring Central. I'm not complaining, Zoom has other features, but I'm kind of missing Ring central though.

 

I'm looking forward to having this feature.

HubSpot Product Team
HubSpot Product Team
updated to: In Planning

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. 

Occasional Contributor

+1 to this as well. Please involve me and my team in any Beta releases.