RingCentral Integration to Mobile App

[PHA_iPadag]

Good afternoon, 

Wondering if anyone's had experience with the RingCentral EX and HubSpot integration in this fashion. We've recently implemented the RingCentral integration and it is working great for desktop which is very helpful for our scheduling & SDR teams. However, a lot of our sales reps go out to job sites and I was wondering if there was a way call forward our calls (from RingCentral) to the HubSpot mobile app? 

I've looked at our account Call Setup rules and configurations. Doesn't seem like you can use other calling providers to forward to the HubSpot app and it's limited to HubSpot numbers. I was just curious if anyone else has ran into this issue or found a way to make it work. It would be wondeful for our sales reps to be able to auto-log calls just like our scheduling/SDR teams do. 

Appreciate any insight provided. Cheers!

[danmoyle · Accepted solution]

Hey there @PHA_iPadag. We use a different integration, but here's what I know, and what I've found poking around a bit. 

The TL;DR version: Currently, there's no way to automatically log RingCentral calls received on mobile devices into HubSpot unless the call is handled within the RingCentral app, and the integration specifically supports mobile logging (which is limited). Forwarding calls to a mobile device outside the RingCentral app or HubSpot's own calling feature will not trigger auto-logging in HubSpot. The best interim solution is manual logging or encouraging use of the RingCentral mobile app, while continuing to monitor for future integration enhancements.

Here's the rest of the story from my experience and research. The RingCentral for HubSpot integration enables users to make and receive calls, log call recordings, and sync SMS and notes directly into HubSpot, but these features are primarily designed for desktop/browser use. Outbound calls made from within HubSpot (desktop) using RingCentral are auto-logged to the CRM. Inbound calls can trigger contact “screen pops” and be logged, but this requires the RingCentral app or browser extension running on a desktop.

Unfortunatley, the integration does not natively support forwarding RingCentral calls directly to the HubSpot mobile app, nor does it allow auto-logging of calls answered outside the RingCentral desktop environment.

For call forwarding, yes RingCentral allows you to forward calls to any phone number, including mobile devices, but not directly to an app like HubSpot Mobile. When calls are forwarded to a mobile number and answered on a standard phone dialer, HubSpot cannot detect or log these calls automatically.

The HubSpot mobile app only auto-logs calls made or received using HubSpot’s own calling feature or numbers. Calls answered via your mobile carrier (even if forwarded from RingCentral) are not auto-logged in HubSpot.

This isn't the best solution, but it's what we have for now. Sales reps can manually log calls in the HubSpot mobile app after each conversation, though this adds administrative work and is not automated.

I did find that if reps use the RingCentral mobile app to answer calls (instead of their native phone dialer), some call activity may sync with HubSpot, depending on the integration’s current mobile support. However, auto-logging is still primarily designed for desktop/browser workflows, and mobile auto-logging is not consistently supported.

If it were my set up, I might think about traning reps to use the RingCentral on their devices. This may provide better call tracking than using native phone dialers, but full auto-logging into HubSpot is not guaranteed. Or the other option is to train reps to quickly log calls in the HubSpot mobile app post-call as a stopgap. That's not great. 

Final thought: Put this in as an Idea Post here for the HubSpot team to consider. Add as much detail as possible so they can see the impact of it all. 

[PHA_iPadag]

Hi Dan! 

Thanks for the very detailed explanation and response. We just moved to HubSpot in March so a lot of this is new for us. I came to the same conclusion that the RC integration works great for our desktop workflows so I was hoping to find a way to replicate it for our sales reps on the go. 

I think the training we initially gave when we started was to log calls in the HubSpot app after taking them, our compliance isn't perfect but any tracked activity is better than nothing. I'll have to look more closely at our HubSpot calling minutes but I'm leaning towards that versus the RC app for our reps. 

Thank you again for your recommendations and thoughts, I'll definitely be following up with an Idea Post! I think that linkage between different call providers to the HubSpot app for activity logging has merit for our situation and others. Cheers!

[danmoyle]

Sounds like a plan, @PHA_iPadag. You're welcome! 

[BérangèreL]

Hi @PHA_iPadag, I hope that you are well!

Thanks for asking the HubSpot Community!

Can you confirm if you are using "RingEX by RingCentral" or "RingCentral Contact Sync", please?

I'd like to share these resources that might be of interest to you:

- Use a calling app to make and receive calls in HubSpot
- Best Calling Apps for HubSpot

Also, I'd love to put you in touch with some of our Top Experts: Hi @ScottPennwood, @Bryantworks and @danmoyle do you have suggestions to help @PHA_iPadag, please?
 

Have a lovely day and thanks so much in advance for your help!
Bérangère

[PHA_iPadag]

Hello! We are using the RingEX by RingCentral integration for our HubSpot. Thank you for the resources, I'll take a look more closely here shortly.