Call.com for Call Tracking

[Blink_Jared]

In the past, we noticed that HubSpot would automatically tag calls from phone tracking software, such as CallRail, with an email domain of "@call.com". We built reports based on this assumption, looking for contacts with the "call.com" email domain.

However, it seems that HubSpot no longer assigns the "@call.com" email extension to contacts created via CallRail or similar call tracking platforms. Can you confirm this observation? If true, why was this feature removed from HubSpot? Additionally, could you guide us on how to track these calls in a similar fashion if we can no longer use the call.com domain as the trigger?

[RBozeman]

Hi @Blink_Jared, The @call.com placeholder is both helpful and a nuisance, depending on what you are looking to do. As far as I know the integration is still using the placeholder. Is this still causing you problems? On one hand, it makes duplicates difficult to detect. If a contact with an @call.com email address is created, it means that CallRail wasn't able to find an existing contact by phone number. But it requires the E. 164 phone number format, so numbers that are formatting differently will not e detected and duplicates will be created. 

Wanted to share that Insycle (full disclosure I work for Insycle) allows for bulk deduplication of CallRail duplicates. You can instruct Insycle to ignore formatting on phone numbers when identifying duplicates, and also instruct Insycle to choose the record that doesn't have the "@call.com" placeholder as the master record for the merge. We wrote about this here in this article. 

[WBigler]

We had similar issue and found that adding @CALL.com is now optional.  Access HubSpot integration app on CallRail Integrations tab.  There is a check box option to create with "@call.com".

[GFP1963]

I/we have been working, and intermittently struggling, with the CallRail/Hubspot integration for some time with various Hubspot portals/clients. Most recently, the name of the form created by the integration was changed without notice (or I did not notice, at least). As a result, workflows that were referencing the form name did not fire. After addressing that, we noticed the call recording link was no longer included with the submissions. Currently waiting for an update on that.

That said, the contact records created from the CallRail integration are (still) getting an @CALL.com email address. See the attached screenshot of a couple of records created today. The integration is enabled from within the CallRail account.

I logged in to CallRail a little earleir to integrate with another portal and noticed a checkbox to 'Create "@call.com" email addresses for new contacts .'I believe this is new ((or, again, I did not notice, at least), and I do not know what occurs if the integration is enabled without the checkbox selected. I did not find anything specific online. I am going to inquire when I follow up re the recording link.

Referring to the accounts that were already integrated, from where the screenshot was taken, the checkbox is NOT selected, but as of 12:35 PM EST, the records were being created with an @CALL.com address. Confirmed the same with the other accounts that are integrated.

[BérangèreL]

Hi @Blink_Jared,

Thank you for posting in our Community! This is a great question 🙂

You'd like to be able to track/report on the contacts created via a third party integration (like call.com or CallRail), right?

You are using this integration, correct? If it is the case, since this is a third-party integration that has not been developed by HubSpot, I'd recommend contacting their Support Team since they will be better equipped to let you know if there has been any changes.

Here is their email address: support@callrail.com

If the contacts are created by another platform, you should be able to create a list where the original source is "offline source" and then filter by "Latest source drill-down 1" with the internal value of the integration.

I also wanted to invite a couple of subject matter experts to this conversation @johnelmer, @HFisher7 and @DanMYD can you think of other ways to track contacts created via Callrail, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks and have a beautiful day!

Best,
Bérangère

[Blink_Jared]

Thank you for this well thought out answer. I will get in touch with Call Rail.

[TomM2 · Accepted solution]

Hey @Blink_Jared I'm not familiar with the callrail system, however I do know for all other integrations HubSpot doesn't automatically assign a name or naming convention. This is set by the integration itself passing this data to HubSpot. 

Have you reached out to callraile to find out if they have changed this? I would imagine the integration provider has updated this to stop tagging this info. 

[Blink_Jared]

Thank you. I will reach out to them. While I am on this  same topic, can any of you answer this related question. See video -- https://www.loom.com/share/d607b8651cb34ed79579222757f964ca?sid=9a29aa88-9a9f-4e6b-8ca0-6925836d9ebc

[TomM2]

Hey @Blink_Jared this would be down to the data the callrail integration is sending to HubSpot. They would need to send a cookie and source information to the HubSpot contact record for it to display the source on the contact record and attribute the contact creation. HubSpot uses cookies to attribute sources to a record, it seems the integration is not sending this data to HubSpot, without a cookie it will always attribute the contact to offline sources. It might be worth reaching out to whomever built the integration to see if this is something they would implement. Otherwise it may require custom development.