Great minds think alike

Currently we are using Dialpad and would love to switch to Hubspot Calling since both our Support and Sales team are using the system everyday. Right now we are waiting for two routing options to become available.    1) For our Support Team we want to route calls based on the agent who has been idle the longest 2) For our Sales Team we want to route calls based on an assigned order   Once these options are available we will have everything we require to make this switch.  ...read more

One of the challenges we have with outbound calling from HubSpot is that our answer rates are low.  We have implemented Caller ID on the Twilio number we own that is used in HubSpot for outbound calling.  The problem with Caller ID is that it doesn't work all of the time and it can be spoofed.  How/when Caller ID works is dependent on carriers, device settings, etc.   We would like to see support for Branded Calling in HubSpot.  Branded Calling will gain momentum in the marketplace as it provides several benefits that HubSpot customer doing outbound calling can benefit from.  This includes:   Increased Customer Trust - people are 2/3 more willing to share information with orgs if the incoming call is branded. Increase Security Against Fraud - consumer can identify the company calling and answer without fear of being scammed. Improved Answer Rates & ROI - calls are authenticated from the first ring improving call pick-up rates. Here is more information on Branded Calling on Twilio's website.    Thanks. ...read more

Currently, only users with super admin permissions can generate phone numbers for calling. It would be great if this permission was added to the general user level and we had the ability to toggle it on/off.  ...read more

Currently when call activities are recorded, they follow the following format: Manually Logged calls: CallTitle by UserLoggingCall with ContactName Outbound calls: CallTitle from UserCalling Inbound calls: CallTitle from ContactName For inbound calls, we would see for eg "Inbound Call from John Doe" on John Doe's contact record, which is not the most helpful or informative - it would be much more helpful if it showed who the call was made to, eg "Inbound Call from John Doe with NChong"    Would it be possible for us to log inbound calls in the format "CallTitle from ContactName with UserTheContactCalled" instead? That would make the call record more helpful on the CRM, making it clear who the inbound call was made to at one glance. ...read more

There is functionality for this with the inbox and live chats, so why isn't this available for call availability? It would be really useful to easily toggle my availability on/off with the click of a button, especially when I need to step away from my desk for short periods like 15 minutes. ...read more

The new auto-formatting and validation feature for phone numbers is a step in the right direction.   However, the current integration seems to be missing the mark with regard to user experience. I was unable to find any articles or posts in the Help Center announcing the new auto-formatting feature. The only Knowlege Base article that pops up when searching "phone number validation" is a detailed breakdown of editing default contact properties, and then there is only a reference to the validation and formatting being applied "automatically by Hubspot based on the country code."   This feature is certainly a step in the right direction, but several improvements are needed to improve the user experience and make the feature more functional overall (noting that recent comments on an "old" idea thread are already being discussed here; skip to page 7).   Suggested improvements include:   Global Setting to Enable/Disable auto-formatting at the account level - currently, the feature is enabled by default with no disable setting available Global Setting to assign a default Country Code - currently, the Country Code must be selected manually for every new contact (see screenshot below) Bulk edit phone numbers to apply Country Code format & validation -- currently, only able to apply formatting & validation when editing one individual contact at a time OR when adding to new contacts manually added (not via web forms -- this is needed, too) Retain "number only" format for export and/or sync to other apps or integrations to remove non-number characters (parentheses, plus sign, spaces) Default behavior of phone number formatting & validation when creating a new contact:     There are likely other enhancements that other users, especially those not based in the US, would appreciate. ...read more

We need to be able to make call types required, similar to how we have call outcomes as required, so we can report on different call types. For example: all calls following up from a specific exhibition can be reported on. Often sales reps forget to set the call type so the reporting isnt accurate. Being able to make this required would solve this problem.    ...read more

I’ve got a bigger question for in regards to inbound call attribution tracking. I have been struggling with this for a longer while now, also tested different software options (callrail in the past) and so far wildjar has generated the “best” results but still a major challenge. I'm braking down the situation below:   Inbound Call Attribution Tracking Problem Situation Companies running marketing campaigns across various paid and organic channels such as Google Ads, Meta Ads, LinkedIn Ads (one first pain point: Bing Ads is not supported in Hubspot Ads) to attract leads/enquiries.   These campaigns drive traffic to the website. Then, the user can perform one of two conversion actions, a) submitting a contact form (Hubspot form) or b) make a phone call.   Using Hubspot’s native capabilities to track ad interactions and attribution (UTM data: Source/Medium/Campaign/Term mapped into HS default properties: Original Source/Original Source Drill-down 1/Original Source Drill-down 2) this works well for any new contact who’s conversion action was a Hubspot Form submission.   For phone calls however, attribution is not successful.   Case 1: Hubspot Number and Inbound Calls through Hubspot Pain 1 (biggest pain point): when the User creates a new contact through the inbound calls UI while on the call, original source and drill down 1 and 2 will show: Offline sources, CRM UI, Sales Rep name -> This means, all call attribution data is being lost from any Paid Ad source (but also organic sources). However, it’s crucial to understand attribution (source/medium/campaign/kw) data precisely for all conversion actions in order to optimise campaigns and media spend. Pain 2: The user answering the call through Hubspot can only answer the call from the web browser and only if the calling tab is open, but not the Hubspot mobile app Pain 3: Existing contacts with the same phone number aren’t being picked up automatically (HS also struggling with the same number formatted with and without country code at the beginning)   Case 2: Wildjar Call Tracking Software HS Integration (tried different other software options, but all with the same end result of not working) Pain 1 (biggest pain point): Wildjar HS native integration does not pass any attribution information into Hubspot. Even though Wildjar does have all this information stored. Instead a new contact is being saved as: First Name: Inbound Call from Google Ads from [phone number] Original Source: Offline Sources Drill Down 1: Integration Drill Down 2: WildJar Again, this does not help with reporting and optimisation of campaigns at all. Pain 2: Contact records only being created at the end of the call - This means, to capture any information from the call during the call in HS - there is no contact record existing to do that. And any manual contact creation, same as mentioned above, would have this information for source properties: Offline sources, CRM UI, user name.   Case 3: Wildjar + Zapier Using Zapier to pass correct attribution information (source/medium/campaign/kw) into Hubspot. The way it’s set up: User performs google search > user clicks paid result > user makes phone call > call ends > new call contact being created in Hubspot after call ends Pain 1 (biggest pain point): Hubspot automatically sets attribution information automatically as: Original source: Offline Sources Drill down 1: Integration Drill down 2: Zapier which is incorrect as we need to track the actual attribution (organic/paid and then campaign and kw or audience information) Pain 2: In order to pass the correct information (Source: Paid Search, Drilldown 1: Campaign Name, Drilldown 2: Paid Keyword), I need to manually create new custom properties and map attribution information in these. This then however leaves the HS default properties untouched and with false information. Then, I need to create separate reporting for Call contacts and Form Contacts due to different properties used for reporting. Pain 3: Contacts only get created when the call ends, which means, if I want to directly add information from the call into HS, I would need to manually create a contact and then afterwards merge with the Wildjar/Zapier Contact which is tedious. Pain 4: Related to the merging is, that due to HS only using Email Address as unique identifier, call and manual/form contacts don’t get updated automatically with one existing prior to the other.   Solution Required: When creating a new contact from a call within HS using the inbound call UI - obtaining the correct attribution information for both paid and organic sources. Receiving calls directly in Hubspot on both browser & mobile App. Automatically pulling up existing contact record if phone number is recognised in the database (secondary) At the moment, the most viable option is Case 3, and there, the recipient would make notes with pen and paper, and once the call is completed and created in HS, the user would transfer the notes from paper into Hubspot and update that contact manually (name, email, etc.) In saying all of the above - it is still a big struggle and not efficient nor effective.    Thanks for considering.  ...read more

We have recently started to log calls in our HubSpot CRM. When logging calls, it's important to set the call outcome, so we made this mandatory. However, not just the call outcome is important. We need additional information.   For example, when a call is logged with call outcome = 'not interested', we want to know why the contact wasn't interested. It would be great if we could set up a mandatory field pop-up that a user must fill after setting the call outcome to 'not interested'.   If this would be possible, we could set something like this up: Once you select 'not interested' in the call outcome menu, a pop-up asks you to fill in the custom contact property called 'no_interest_reason'. Once you fill it in, you can log the call. ...read more