Is there a way to send and view phone calls in HubSpot?
HubSpot is a powerful tool for keeping track of online activity of your prospects for things like: page views or HubSpot form submissions.
But it is really lacking the ability to keep track of those leads/ prospects that actually call businesses directly.
This can be a real challenge for marketers working with HubSpot, and who want to keep a clean view of lead generation activities, match lead data, and figure out the true picture of a customer’s journey.
To solve this, marketers (or businesses) need to enrich their martech stack and use platforms that enable monitoring (tracking) of inbound calls and call conversion attribution.
Being marketers, like you, and avid users of HubSpot, we developed a 5 step short guide to show you how easy it is to send phone calls in HubSpot. With Nimbata, your CRM will never miss any lead, and will always have call activity information for every contact.
Nimbata’s direct Integration with HubSpot is one of the most powerful and most used integrations. It empowers marketers and businesses to gather and store additional customer interaction data within the contact record in their Hubspot CRM. By enriching the contact record with additional properties and values, marketers are able to:
- Get accurate call events in contact records
- Know which marketing campaigns are driving inbound phone calls
- See the full customer journey
Nimbata automatically creates a new lead from the inbound calls received or updates existing contacts with all the essential call event activity that you already track as part of your call tracking or call conversion attribution efforts.
Before you set up HubSpot to receive inbound phone call data, make sure you’ve set up your Nimbata account to accurately track phone leads.
To get Nimbata to push calls in HubSpot you need to follow 5 easy steps
Step 1: Connect your HubSpot Account.
Step 2: Match call activity to HubSpot CRM object
Step 3: Configure the call parameters to send to HubSpot
Step 4: Set how to treat calls by existing customers
Step 5: View calls in HubSpot
Step 1: Connect your HubSpot account
From the header menu navigate to “Integrations – Gallery” and click on the HubSpot section
Click on the “Sign in with HubSpot” button
A pop up will appear, prompting you to connect your HubSpot account with Nimbata. Choose the account you wish to connect and click on the orange “Choose Account” button.
That’s it! Your HubSpot account is now connected with Nimbata and you are now ready to configure the integration to log calls in HubSpot.
Step 2: Choose how calls in HubSpot should be presented
Nimbata allows you to choose between two options:
- As a contact (and company) activity
- As Form Submissions
In this guide we will cover how to set up Nimbata to show calls in Hubspot as contact and company activities.
Step 3: Configure what happens when a new lead calls you
The first step is to configure what happens when a new lead picks up the phone and calls you. Nimbata allows you to create a new contact, a new company and a new call activity. Here we will show you how to create a contact and log a call activity with the essential call information.
First we choose to create a contact. To be able to easily identify this contact in HubSpot we choose to give it an identifier that the call came from a Nimbata phone number (first name = Nimbata, last name = Lead). Under phone number we set to automatically fetch the caller ID from the Nimbata log. In the contact properties we also set to include the Google Ads Click ID or the Facebook Click ID and assign the lead status to New.
Based on your HubSpot configuration you have the option to populate any contact property with any Nimbata value or HubSpot value or even free text. Simply choose to expand the “Create” object section and choose which contact properties should be updated and with what call or lead information.
Along with the contact we choose to create an Inbound Call Activity, under the contact. Here we are interested in who called, which number they called and the talk duration. In the body, include all the marketing information fetched from Nimbata, such as the utm_source, utm_medium, utm_campaign, call page and recording link so we can listen to the call.
Nimbata also allows you to automatically populate this section with our suggestion. To do so, locate the “Use default config” button at the bottom of the section and click it. This will auto-populate your property with the following configuration.
Step 4: Configure what happens when an existing customer calls you
Next we need to define what call information is sent to HubSpot when a contact that already exists on our CRM calls us.
Here we have more than a couple of options to choose from. You can set Nimbata to handle either the contact or company property or even both.
In certain cases you may also have the same caller ID in multiple objects, so you can configure if you wish Nimbata to send call information to all contact properties, handle only the first or completely ignore such cases.
In this guide we go with the most common scenario which is to set for both objects to be updated and Nimbata to handle the 1st object that matches the caller ID.
When an existing customer calls you we choose to create an inbound call activity and send the caller id, the number they called, the talking duration and a link to the recording.
We also choose to update the contact property with the GCLID or FBCLID in case they engaged with one of our campaigns before they placed a call.
Step 5: View calls in HubSpot
Before you save your configuration you have the option to send a test event to HubSpot, making sure all the information is sent to the properties you set in the previous steps.
You can experiment with various scenarios and when you are confident that each scenario passes the test you can click on Save to automate the process.
Below we show how you can view logged calls in HubSpot for each scenario we described above.
New Phone Lead
Nimbata will create a new contact with the First Name and Last Name we set (New Phone Lead from Nimbata) so it’s easily distinguishable from the contacts list in HubSpot. On the left you also see the GCLID or FBCLID the customer may have clicked to reach your website. In addition Nimbata will log a call activity with the outcome of the call, the duration and all the call information you selected in the previous steps in the body section.
The next steps here would be to listen to the call and update the contact with the information gathered in the call.
In our example here we update the Name and Last name of the contact to John Doe and assign me as the contact owner.
Call from existing customer
Now that John Doe is an existing customer, if he calls again, Nimbata will apply the rules set when the caller ID exists in our CRM.
As such, the second call is logged as an activity after the previous call, including the link to the recording.
How to log calls in HubSpot – Video Tutorial
Conclusion
With the HubSpot integration and our guide, marketers don’t have to worry about losing important lead data. Instead, Nimbata helps you automate logging of calls in HubSpot. For a marketing professional, understanding and getting the most out of your call information is of critical importance. Adding calls in HubSpot, allows you to have a holistic view as to how your customers are converting and avoid making decisions on incomplete data. So what are you waiting for?
