How the HubSpot integration works

The HubSpot integration connects Aircall with your HubSpot account, enabling automatic synchronization of contacts, call logs, tickets, and insights. This integration helps teams manage customer interactions seamlessly across both platforms.

Contact sync

With the HubSpot integration, your saved HubSpot Contacts automatically sync with the Aircall phone application. This ensures that when you make or receive a call, the contact’s name and details appear instantly.

Requirements for contact sync

For the sync to function properly, all phone numbers in HubSpot must be saved in E.164 format (for example, [phone]). Contact sync occurs when a valid, non-empty E.164 number is saved in the Phone number field of a HubSpot Contact.

IMPORTANT:
Mobile phone numbers will only sync if there is also a validly formatted (non-empty) Phone number field.

When contact sync is enabled in your Aircall dashboard, the following details are added to Aircall:

• Phone number

• Mobile phone number

• Picture

• Email

• First and last name

• Email 1 and Email 2

• A direct link to the HubSpot Contact

You can edit synced contacts directly in HubSpot by following the Edit in HubSpot link from Aircall.
If a contact is deleted in HubSpot, it will remain saved in Aircall.

NOTE:
If Contact Sync is disabled, links to HubSpot call logs will not be visible on the after-call screen or in call details. Contact Sync is not currently supported on iOS devices.

IMPORTANT:
Contact Sync only works with HubSpot Contacts and not with Company records.

Insight cards

For every call linked to a HubSpot Contact, Company, Deal, or Ticket, Aircall displays an Insight Card containing relevant HubSpot data.

When a Contact exists in HubSpot

Displayed details include:

• Title: First and Last name if saved in HubSpot, with a link directly to that Contact page.

• Company: Name of the Company associated with the number in HubSpot.

• Email: Contact’s email address.

• Owner: The Owner of the Contact. If an Aircall user with a matching email exists, then the Aircall user’s name, icon, and current availability status will be shown.

• Last contacted: The date the Contact was last contacted, formatted as MM/DD/YYYY.

NOTE:
Call-to-Company associations are managed directly by HubSpot.

When only a Company exists in HubSpot

For each call in which a Company is saved in HubSpot with a number calling/being called, and no contact exists in HubSpot, Company information is displayed:

• Title: Company name saved in HubSpot with a link to the HubSpot Company page.

• Owner: Company owner. If an Aircall user with a matching email exists, then the Aircall user’s name, icon, and current availability status will be shown.

• Last contacted: The date the Company was last contacted, formatted as MM/DD/YYYY.

When a Deal is associated

For each call in which a Contact or Company in HubSpot is associated with a Deal, and the Deal is not Closed, the appropriate Deal information will be displayed:

• Title: Deal name saved in HubSpot, with a link directly to that Deal page.

• Amount: Deal amount and currency.

• Stage: Deal stage in HubSpot.

• Pipeline: Deal pipeline name in Hubspot.

NOTE:
Call-to-Deal associations are managed by HubSpot.

When a Ticket is associated

For each call in which a Ticket is found to be associated with a Contact or Company saved in HubSpot, the appropriate Ticket information will be displayed:

• Title: Ticket name saved in HubSpot, with a link directly to that Ticket page.

• Stage: The stage of the Ticket in HubSpot.

• Pipeline: The name of the Ticket Pipeline in HubSpot.

• Owner: Ticket owner (If an Aircall user with a matching email exists, then the Aircall user’s name, icon, and current availability status will be shown.)

NOTE:
If your integration is configured to log calls to existing Tickets, and no existing Ticket is found for the Contact or Company, a new Ticket will be created automatically to log the call.

Logging calls to existing records

1. Contact by email: If an Aircall contact with the same phone number also has an email that matches a HubSpot Contact’s email, the call is logged to that HubSpot Contact.

2. Contact by phone number: If no matching email is found, Aircall searches HubSpot for a Contact with the same phone number in either the Phone number or Mobile phone number field, provided it is formatted correctly in one of the supported number formats (see the HubSpot supported number formats section below). If found, the call is logged to that Contact.

3. Company by phone number: If no matching Contact is found, Aircall searches for a Company with the same phone number. If a match exists, the call is logged directly to that Company.

IMPORTANT:
If two Contacts or two Companies share the same phone number, Aircall logs the call to the record that was most recently updated in HubSpot.

Logging calls to a new contact

If no HubSpot Contact matches the Aircall Contact’s email or the number calling or being called, and no Company with a matching phone number is found, then (if your dashboard settings allow new Contact creation) a new Contact will be created in HubSpot.

The new Contact will be created with the following information:

• First name: Phone number (E.164 format).

• Last name: “Aircall new contact”.

• Main Phone number: E.164 format.

• Owner: Based on your integration settings.

Call logs, fields, and information

Each call is logged in HubSpot according to your integration settings. Calls are created as HubSpot Engagements (displayed as Call Activity on the record) and assigned based on the following logic.

Call ownership logic

Inbound call (answered)

• If the answering user has the same email in both HubSpot and Aircall, they are assigned as the Owner of the call activity.
• If the emails do not match, ownership is assigned to the HubSpot Contact or Company Owner.
• If no Owner exists, the call is assigned based on your integration settings.

Inbound call (not answered)

• If a missed call occurs on a line with one user who has the same email in both HubSpot and Aircall, that user is set as the Owner.
• If the user’s email does not match, or if the call is missed on a line shared by several users or teams, ownership is assigned to the Contact or Company Owner.
• If there is no Contact or Company Owner, ownership is assigned according to your integration settings.

Outbound call

• If the user making the call has the same email in both HubSpot and Aircall, they are set as the Owner.
• If the emails do not match, the Contact or Company Owner is assigned.
• If no Owner exists, ownership is assigned based on your integration settings.

Transferred calls

• If an inbound or outbound call is transferred to another Aircall user whose email matches their HubSpot account, that user becomes the Owner, even if they do not answer.

Engagement metadata

Each engagement is set with Engagement Type = Call and includes the following details:

Metadata	Description
Outbound answered calls	Outbound answered call via Aircall number made by Aircall Agent. Includes HubSpot Contact first and last name and phone number (E.164 format).
Outbound unanswered calls	Outbound unanswered call via Aircall number made by Aircall Agent. Includes HubSpot Contact first and last name and phone number (E.164 format).
Inbound answered calls	Inbound answered call on Aircall number answered by Aircall Agent. Includes HubSpot Contact first and last name and phone number (E.164 format).
Missed calls (without voicemail)	Missed call on Aircall number. Includes HubSpot Contact first and last name and phone number (E.164 format).
Inbound voicemail calls	Voicemail on Aircall number. Includes HubSpot Contact first and last name and phone number (E.164 format).
Callback request	Inbound callback request via Aircall number made by Aircall Agent.

IMPORTANT:
Outbound calls that connect to a voicemail are considered connected or answered. For more information, see Troubleshooting: Calls going to voicemail are marked as connected in HubSpot.

The Call Duration field shows the total time spent on the call (excluding any waiting time for inbound calls) in the format hh:mm:ss. If the call is not answered, the duration will be 0 seconds.

Extra information logged in call engagements

Depending on the actions taken during or after a call, additional details are automatically added to the body of the engagement in HubSpot.

Recording or voicemail

• Recording: Added as a link to the call recording audio.

• Voicemail: Added as a link to the voicemail audio.

Transferred calls

• Successful transfer: Adds “Call successfully transferred from Aircall agent A name to Aircall agent B name.”

• Unsuccessful or unanswered transfer: Adds “Call transfer attempt from Aircall agent A name to Aircall agent B name.”

• External transfer: Adds the phone number the call was transferred to.

Assigned calls

If a call is reassigned to another Aircall user, the engagement is updated with: “Call assigned to Aircall agent B name by Aircall agent A name.”

Notes

If notes are added in Aircall (during or after the call), the engagement includes: “Aircall agent name added a new comment: [content of note].”

Tags

If tags are applied in Aircall (during or after the call), the engagement includes: tag_name_1; tag_name_2. Any additional tags added later are appended to this list.

Task closing automation

If Task Closing Automation is enabled and a task is closed after the call, the engagement is updated with:
“(Task Closed)” followed by a link to the closed task.

Aircall AI Add-on (if enabled)

If the Aircall AI Add-on is active and a call summary or key topics are generated:

• The call summary is added under the title Call Summary. If the summary is lengthy, a link is provided instead.

• The key topics are added under the title Key Topics and separated by semicolons.

• Action items identified during the call are added under the title Action Items.
• The sentiment of the call is added under the title Sentiment (Positive, Neutral, or Negative).
• The talk ratio is added under the title Talk Ratio.
• If a scorecard was completed for the call, the score is added under the title Score Card.

Calls without a matching record

If no Contact or Company exists in HubSpot and your integration is set not to create new Contacts, the call is still logged but only visible in the HubSpot Activity Dashboard. These calls include the following details:

• "[Owner name] logged a call with deleted or unknown record".
• Date and time.
• Call outcome, based on your integration settings.
• "<answered, unanswered, or missed> call via Aircall phone number answered by [Aircall Agent] – Call back contact phone number (E.164 format) (Recording)”

Ticket creation

If ticket creation is enabled, each call generates a HubSpot Ticket associated with the Contact or Company.

NOTE:
Ticket creation does not apply to group SMS messages. Group messages are logged as engagements only.

Ticket details

• Pipeline type: Based on integration settings.

• Stage: Based on integration settings.

• Ticket name: Phone number in E.164 Aircall new ticket.

• Dates: Created and open since the call date.

• Source: Phone.

• Owner: Determined using the same logic as call ownership

NOTE:
If new Contact/Company creation is disabled, tickets will not be created for unknown numbers.

Dialing from HubSpot

Use Click-to-Dial via Aircall’s browser extensions to make calls directly from HubSpot. This feature automatically transfers numbers into your Aircall app for dialing.

NOTE:
Click-to-Dial does not currently work on the HubSpot mobile app.

HubSpot supported number formats

When adding a phone number in HubSpot, you can either apply number formatting or remove number formatting.

• Apply number formatting: HubSpot will automatically format the number to a standard based on the number’s country code. These automatic formats are supported by Aircall’s HubSpot integration.

• Remove number formatting: You can enter the number in any format. To ensure the integration works correctly, enter the number using one of the supported formats listed below.

Format	Example
Original	33176360695
National	01 76 36 06 95
E.164	[phone]
International	[phone]
IDD	0033176360695

Country-specific examples

Country	Supported Formats
France	0176360695, 01.76.36.06.95, 01-76-36-06-95
Germany	0694076620, [phone]
United Kingdom	02087653456, (2087) 653 456
Greece	[phone]
United States	415-438-0247, [phone]
Spain	911233281, [phone]
Brazil	11 4680-3559, [phone]
Singapore	[phone]
Canada	416-438-0247, [phone]