Great minds think alike

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

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 have implemented a virtual receptionist to handle incoming calls that go unanswered. When a call is not answered, it is redirected to this provider, who takes a message on our behalf. We prefer this option over redirecting calls to voicemail. However, since HubSpot does not offer this facility, we had to integrate with a third-party provider, which incurs additional costs. It would be helpful if HubSpot provided a call redirect feature, as this would enable us to utilize the calling functionality provided by HubSpot fully.  FYI we are incurring $10k of additional costs a year! ...read more

When looking at a contacts record I would like to avoid googleing their area code to determine what time zone they are in.   Could this data live close to the phone number information. ...read more

Unable to call unknown numbers from Hubspot. Even though a number might be associated. i.e. the system has not registered this customer - even though it has an association with it... and there is no way I can go outbound on this customer without using another product. Is there a workaround for this? ...read more

Currently if you're using RingCentral integration for calling from within HubSpot, you can't use "transcripts" or Conversation Intelligence.  Please upvote this idea, so HubSpot will work on that integration functionality so RingCentral users can get their recorded calls transcribed and use in Conversation Intelligence. RingCentral is a big player in this space, and one that Salesforce has doubled-down on.  I hope you add this feature! ...read more

Hello HubSpot community! Currently we provide phone numbers in the US, UK and Canada but we have plans to offer numbers in many more countries. We don't have a timetable but it is something we are actively working on. Use this post to let us know where you need numbers and we'll keep you updated on our progress.  ...read more

At present, I don't have a good way to share calls with a coach or an analytics software that I'm partnered with.    It would be great to have the ability to download calls, or to share them to someone outside of Hubspot.  ...read more

Hi All, You can now get new a phone number through HubSpot! However, we know that for many of you, getting a new number can be a big deal because your current phone numbers are already used throughout your network.   We are working on offering number porting. Use this post to let us know if you need number porting (and in what countries) and we'll keep you updated on our progress.  ...read more