Without naming any names, your customer service is better than any VOIP provider I've ever dealt with.
The integrations they build for HubSpot are clunky, and I wish everyone the best of luck getting help from them to troubleshoot problems with their integrations.
We're logging the calls in HubSpot anyway. We're using these other services out of necessity.
If HubSpot offered IVR and auto-receptionist support, there would be no need to use these other service providers for calling.
We are excited to announce we are in the planning stage for an IVR system in HubSpot.
We will update this page as we get closer to beta. If you have any additional feedback or would like to join private beta, leave a comment below. Thank you!
This would be super useful for us! We are keen to use HubSpot Calling solely as our VoIP solution, but the lack of IVR is currently what is keeping us from doing so. @SHall If there is any opportunity for beta access / testing we would be glad to get involved 🙂
We would love to join private beta for a hubspot IVR system! Our support team is similarly reluctant to use hubspot as a primary VoIP solution without a built-in IVR system in place. @SHall we would love to be involved if this is ongoing.
Very curious to see the functionality behind this. We have access to HubSpot calling but are using our VoIP solution with a 3rd party integration because HubSpot calling is so minimalistic and only offers direct lines. Being able to route incommkings calls directly to specific hubspot numbers or even external phone numbers (example: departments not in hubspot) would be fantastic.
Now (in Public Beta), you can create an interactive voice response (IVR) system that allows automated interactions with callers through pre-recorded voice prompts and keypad inputs.
Hubspot IVR / dialer needs some work - what is required:
- Hubspot should not "pickup" the call when ringing. Hubspot should only send the pickup command when a call is actually picked up. This limits external PBX systems greatly.
- Hubspot needs to have the ability for call channels to divert to external number when not picked up rather than voicemail only. So that an external answering service might pickup.
- Hubspot needs calls to route to other places on failure not just voicemail. It would be great to direct the call to reception if no one picked up.
- Hubspot needs the ability to adjust the time it takes to determine a call has failed.
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