Automatically logging all Ringcentral calls into Hubspot

[Gafana]

We are currently using the Ringcentral for Hubspot integration.  What we need is to be able to automatically log all inbound and outbound calls to the associated Hubspot contact record.  I see that this can be done if the calls are managed directly within the Hubspot website using the RingCentral plugin interface.  However, we have desktop phones and also use the RingCentral app to answer and place calls while out of the office.  None of these calls are logged in Hubspot.

How do we ensure all calls are always logged to the contact records in hubspot?  

NOTE - Yes, we've already enabled auto-log but again that only works within the Ringcentral plugin when using it on the Hubspot website.  We need all calls to be automatically and directly synced between ringcentral and hubspot.

[switzerville]

We are looking for the same functionality and have identified the same limitations wrt current integration. Have you had any luck identifying a potential solution?

[Gafana]

Yup!  I can't say it's a good solution....for what we pay to Ringcentral and Hubspot, it's absolutely ridiculous I had to go to these lengths but here is how I did it...

1. Created an Insycle account to scan our hubspot account every hour looking for phone numbers that are formatted incorrectly.  It's actually a pretty cool service that lets you do a lot of stuff within Hubspot that Hubspot wants to charge you 5 figures for in their enteprise plans.  Ringcentral logs all calls in the +1xxxxxxx format so I had Insycle update all phone numbers in Hubspot to this same format and keep them updated, even new records.

2. Setup a Zapier zap to trigger every time a ringcentral call is completed

3. The zap would search our hubspot account to see if there were any existing contacts with that phone number.  If so, it would then log the call details on that contact record.

It got tricky because the zapier <> Hubspot integration only lets you search one critera per step and since the calls could be either inbound to or inbound from a contact, I had to run several steps....first step checked if the From phone # matches any contacts Phone number.  Then check if the From phone # matches any contacts Mobile number...then check if To phone # matches any contacts phone number, and again if To # matches any contacts mobile number. 

Only one of these 4 conditions could be true at any one time so I used the conditional logic to identify which was true (e.g inbound call from a contact's mobile phone number) and then update that contact to log it as an inbound call from their mobile number along with the call duration and time.  

Again, ridiculous....but it works.  Now all inbound and outbound calls from Ringcentral are being logged within Hubspot automatically as soon as they occur, regardless of how the call is initiated.  Even if they call and leave a voicemail, it's logged.

[jimiromanus2]

Hi Gafana, 

I am following up on my previous question.

Also, does the integration which you created also log and record text messaging from RingCentral?

[jimiromanus2]

The issue with calling and RingCentral mirrors exactly what we have been facing. Agreed that is surprising that Hubspot does not have the calling integration figured out yet.

I appreciate your sharing the setup steps with Insycle and Zapier. As I am not familiar with their systems, would you be open to doing the same setup for our company? We would obviously pay you for your efforts.

If not (understandable), are you able to share even further detailed steps as to how your organization nailed this complex integration?

[bmsfox]

Ah I see it now, gives me heartburn looking at this, but if it works I will run with it!

[JSouter]

Would it be too much to ask to share the zap setup here for us to use?

[Gafana · Accepted solution]

Thats pretty much it.  I only showed 1 of the 4 paths because they are all the same, just adjusted to record the call in Hubspot correctly based on the criteria.  

[JSouter]

Thank you very much! I'll take a look during the week.

Nice work by the way, working this out.

[switzerville]

Wow. That’s impressive. Nice work.

Surprised nobody has built an out-of-the-box connector for this yet.

Which Zapier plan are you on? I suspect our call volumes would be a challenge.

Matt

[Gafana]

Pro with 2000 zaps

[JSouter]

I'm also interested in doing this. It seems that it's likely possible with Zapier but we haven't got the skillset here to imlement it.

[Jnix284]

Hi @Gafana, based on the integration listing, it appears this is beyond the capability of the integration with HubSpot and not something HubSpot Community members can help with resolving, the best course of action would be to reach out to RingCentral support to verify the intended functionality and confirm that your configuration is working as expected.

If the capability exists, they should also be able to help you directly with ensuring everything is configured accordingly.