Scheduling a meeting in Office 365 for a separate user

[RLandolt]

Hi all, we have a call center that sets up and schedules meetings for sales reps in the field. The call center have read/edit permissions on all the rep's calendars in O365, and use the Scheduling Assistant to find available times to make appointments between the reps.

The first question is if the reps had either the Office 365 add in or the Outlook App configured, would appointments created by our call center on the rep's calendar sync out to Hubspot?

Would either, both, or neither of the add in or app work in this scenario?

The second question is would it be possible if our Call Center reps were users in Hubspot, could they schedule an appointment for a Sales Rep without being included in the meeting themselves?

The goal would be to track the appointments in Hubspot for reporting for just the reps, even though they don't schedule the appointment themselves.

Thanks!

[RLandolt]

Hi Karsten, thanks very much for the detailed explanation. The meeting calendar doesn't look like it will work for us, but the connected calendar might be what we're looking for.  I'll get some test users and we'll start looking into the connected calendar functionality. Thanks again!

[karstenkoehler]

Happy to help!

[karstenkoehler · Accepted solution]

Hi @RLandolt,

Yes, appointments in the calendars of your sales reps should show up as meetings on the contact record timeline in HubSpot. The requirement for that is not the local Office 365 or Outlook desktop add-in, but a connected calendar.

HubSpot notes that:

HubSpot automatically prevents any events from being added for members of your organization based on email domain (your portal’s target and connected domains), and existing users.

However, this seems to refer to meetings between users of your organisation only. A meeting invite sent from my organisation to someone else in my organisation and someone outside of my organisation showed up on the contact record of the person outside of my organisation.

The only person who needs to have their connected calendar set up for this is the sales rep.

Regarding your second question, unfortunately, I don't know of any ways that would not include the call center rep in the meeting / activity – but this is more so a limitation of Outlook and less of HubSpot.

By the way, you might want to check out the meetings tool which helps with scheduling meetings and could solve the issue of call center reps being on the invite: https://knowledge.hubspot.com/meetings-tool/use-meetings Each rep could create their meeting link (this cannot be done for them), the call center reps could then share this link with the prospects.

Hope this helps!