Integration with HubSpot CRM

Overview

The HubSpot CRM integration connects your Virtual-Call Cloud PBX seamlessly with the HubSpot CRM system. This feature allows you to manage CRM data directly from your phone workstations and increase the efficiency of your communication.

Key Features:

• Click-to-Call: Initiate calls directly from detected phone numbers on HubSpot pages
• Call Popup: Automatically open CRM contact details for incoming calls
• Call Journal: Automatic logging of all call activities in HubSpot CRM
• Contact Synchronization: One-way synchronization of HubSpot contacts to the phonebook
• Contact Creation: Automatic or manual creation of new contacts for calls from/to unknown numbers

Prerequisites

HubSpot Requirements:

• HubSpot Plan: Free, Starter, Professional, or Enterprise
• HubSpot Developer Account: Required to create a legacy app for OAuth authorization
• HubSpot Standard Account: An account with Super Admin privilege for authorizing the integration

Virtual-Call Cloud PBX:

• Firmware Version: 84.21.0.66 or higher

Connect HubSpot CRM

Step 1 – Create a HubSpot App (Developer Account)

First, you need to create a legacy app in your HubSpot developer account to obtain the OAuth credentials (client ID and client secret).

1. Log in to your HubSpot developer account (developer.hubspot.com).
2. Navigate to Apps Legacy Apps and click Create legacy app. Select Public as the app type.
3. Configure the App Info tab:
   • Public app name: Enter a name (e.g., "Virtual-Call CRM Integration")
   • App logo: Optional—upload a logo
   • Description: Optional—description of the app
4. Switch to the Auth tab and configure the OAuth settings:
   • Redirect URL: Copy the redirect URL from your Virtual-Call Cloud PBX (under Integrations CRM HubSpot) and paste it here.

5. In the Scopes section, add the following OAuth permissions:

   CRM Scopes:

   • crm.objects.companies.read and crm.objects.companies.write
   • crm.objects.contacts.read and crm.objects.contacts.write
   • crm.objects.deals.read and crm.objects.deals.write
   • crm.objects.owners.read
   • crm.schemas.companies.read and crm.schemas.companies.write
   • crm.schemas.contacts.read and crm.schemas.contacts.write
   • crm.schemas.deals.read and crm.schemas.deals.write

   Settings Scopes:

   • settings.users.read and settings.users.write
   • settings.users.teams.read and settings.users.teams.write
6. Click Create app.
7. After creation, go to the App credentials section in the Auth tab to retrieve your credentials:
   • Client ID: Copy this ID
   • Client Secret: Click "Show" and copy the secret

Step 2 – Connect HubSpot CRM with the PBX

Now connect your HubSpot app with the Virtual-Call Cloud PBX via OAuth authorization.

1. Log in to your Virtual-Call Cloud PBX.
2. Navigate to Integrations CRM and select HubSpot.
3. In the Authorization section, enter the credentials:
   • Client ID: Paste the client ID from the HubSpot app.
   • Client Secret: Paste the client secret from the HubSpot app.
4. Click Save. A new browser window will open, prompting you to choose a HubSpot account.
5. Select a standard HubSpot account with Super Admin privilege and click Choose Account.

6. Review the permission request, check the disclaimer checkbox, and click Connect app.
7. You will be redirected to the Virtual-Call Cloud PBX. A popup window displays the authentication result. Click OK.
8. The status should now show Connected. The integration is successfully configured.

Step 3 – Associate HubSpot Users with Extensions

To fully utilize the CRM integration, your HubSpot users must be associated with extensions on the Virtual-Call Cloud PBX.

1. On the CRM integration page, click the refresh icon next to HubSpot User to load the current list of HubSpot users.

2. Associate the HubSpot users with extensions:

   Automatic Association:

   If HubSpot users and extensions use the same email address, you can use automatic association:

   1. Click Associate Automatically.
   2. Confirm the association in the popup window by clicking OK.

   Manual Association:

   If the email addresses do not match, associate the users manually:

   1. Click the edit icon next to the HubSpot user.
   2. In the popup window, select the desired extension(s).
   3. Click Confirm.
3. Click Save to save the associations.

Configure Integration Features

Contact Synchronization

Contact synchronization copies contacts and/or companies from your HubSpot CRM to the Virtual-Call phonebook, so you can access them directly from your phone software.

1. Navigate to Integrations CRM.
2. Enable Synchronize Contacts Automatically.
3. Configure the following settings:
   • Synchronize Contacts From: Select the object types to synchronize:
     • Contacts – HubSpot contacts
     • Companies – HubSpot company contacts
   • Synchronize to Phonebook: Select an existing empty phonebook or create a new one where the contacts will be stored.
   • Always Query CRM: This option enables real-time CRM querying.
     • Enabled: The system performs a real-time query of HubSpot CRM. This provides the most current results but increases API usage.
     • Disabled: The system first uses the local phonebook. The CRM is only queried if no local match is found.
4. Click Save.

Result: The synchronized phonebook will be marked with a CRM label and is available in the Virtual-Call UC Client.

Contact Creation

This feature allows new contacts to be created automatically or manually in HubSpot CRM when a call is received from an unknown number or a call is placed to an unknown number.

1. Navigate to Integrations CRM.
2. Enable Create New Contact.
3. Configure the settings in the Create Method section:
   • Automatically: The system creates contacts automatically based on the selected call type:
     • Inbound: Incoming call from an unknown number that does not match any existing contact, lead, or account in the CRM.
     • Outbound: Outgoing call to an unknown number that does not match any existing contact, lead, or account in the CRM.
   • Manually: Associated extension users can manually create a new contact in the CRM during a call.
4. Click Save.

Result:

• With automatic creation, a new contact will be created in HubSpot CRM when a call with an unknown number occurs. The name of the automatically created contact has the prefix Automatic New Contact followed by the phone number.
• With manual creation, users can add a new contact via the call window during a call.

Call Popup

The call popup automatically displays CRM contact information in a new browser tab when a call from a CRM contact is received. You can configure when the popup is triggered.

1. Navigate to Extension and Trunk Extension.
2. Click the extension for which you want to enable the popup and select the UC Clients tab.
3. Check the box Open Contact URL Using System-Integrated CRM.
4. Select the Popup Method:
   • Automatically (Only for Incoming Calls): The popup opens automatically for incoming calls. Configure the Trigger Event:
     • Ringing: Popup opens as soon as an incoming call from a CRM contact rings
     • Answered: Popup opens when the call is answered
     • Call End: Popup opens when the call ends
   • Manually: The popup opens only when you click the CRM label in the call window during a call.
5. Click Save.

Result:

• Automatic: When an incoming call from a CRM contact is received, a new browser tab with the HubSpot contact details is opened.
• Manual: Users can click the CRM label in the call window to open the contact page in HubSpot.

Call Journal

The call journal automatically logs every call as an activity in HubSpot CRM. All outbound, inbound, and missed calls are logged in the activity section of the corresponding contact.

1. Navigate to Integrations CRM.
2. Enable Call Journal.
3. Configure the settings:
   • Description: Define the content of the log entry. You can use the following variables:
     • {Time} – Call date and time
     • {Call_Log_Status} – Call status
     • {Call_From} – Caller number
     • {Call_To} – Recipient number
     • {Talk_Duration} – Talk duration
   • Play Call Recording: When enabled, CRM users can play the call recording directly within HubSpot CRM. The system requests the recording file from the PBX.
   • Disable Display Missed Call Records in Unanswered Agents: When enabled, for queue and ring group calls, log entries are only shown for the agent who answers the call. Missed entries for non-answering agents are suppressed.
4. Click Save.

Result: All call activities are automatically logged in the activity section of the corresponding HubSpot contact. Users can view call logs and associated recordings in the Activities tab of the contact page.

Troubleshooting

Authorization fails:

• Verify that Client ID and Client Secret are entered correctly (no leading/trailing spaces).
• Ensure the redirect URL is correctly configured in the HubSpot app.
• Make sure all required OAuth scopes have been added in the HubSpot app.
• When selecting an account, choose a standard HubSpot account with Super Admin privilege—not a developer account.

Contact synchronization fails:

• Verify that each contact has at least a first or last name and a phone number.
• Ensure the HubSpot connection is active (Status: "Connected").
• Contacts can only be synchronized to an empty phonebook. Create a new phonebook if necessary.

Call popup does not open:

• Check the popup blocker settings of your browser and add the HubSpot domain to the exception list.
• Ensure that the "Open Contact URL Using System-Integrated CRM" option is enabled on the extension.
• Verify that the UC Desktop Client or UC Web Client is logged in.

Users are not automatically associated:

• Verify that the email addresses of the HubSpot user and the Virtual-Call extension match exactly.
• Use manual association in this case.

Disable or Disconnect the Integration

You can disable or fully disconnect the HubSpot integration at any time.

Disable the integration:

• Navigate to Integrations CRM.
• Click the Disable button.
• The configuration is preserved; you can re-enable the integration later.

Disconnect the integration:

• Navigate to Integrations CRM.
• Click the Disconnect or Remove button.
• Warning: This action deletes all configurations and fully disconnects the connection. You will need to reconfigure all settings if you want to re-enable the integration later.

New Authentication Method from Version 84.23.0.24

OAuth2 PKCE Support

Custom CRM/Helpdesk integration templates now support the authentication method Authorization Code Flow with Proof Key for Code Exchange (PKCE). This method uses a challenge-verifier pair instead of a client secret, thereby improving the security of OAuth 2.0 authentication.