How does the HubSpot Integration works ?

How does the HubSpot Integration works ?

Once integrated, this integration works like:


A new caller is identified uniquely by the phone field of Contact in a Hubspot account.

For a new caller calling on SR Number(SuperReceptionist Virtual Number) integrated with Hubspot, a Contact is created in the Hubspot account. The “first name” and “phone” field of Contact created is updated with the “caller's phone number”. You can find newly created contact under the Contact section of Hubspot



Once you click on a Contact you can see contact details with populated name and phone fields like below:




You will also find a Call Engagement created as well against the Contact with Call details(CDR).Refer above and below image







For every call that is made on SR number a call engagement will be created in Hubspot against the Contact which will be visible under Activity as well as the Calls section of contact. The engagement contain following details - 

 Details of the call: 

      Time: Start time of the call in UTC format YYYY-MM-DD HH:MM:SS+00:00

      Business Number: SuperReceptionist Virtual Number

      Customer: Caller’s actual phone number

      Agent: Agent’s Number who picked the call, incase of connected call

      Agent Status: <Connected/Not Connected/Missed>

      Call Type: <Inbound/Outbound>

      Call-ID: Unique Call Identifier generated by SuperReceptionist

      Customer Status: <Connected/Not Connected/Missed>


Other fields that are set while creating a call engagement other than  description in body are      

     {

          engagement: {"active": true, "type": "CALL", "ownerId": <owner-id>},

          associations: {"contactIds": [<contact-id>], "companyIds": [<company-id>], "dealIds": []},

          metadata: {

               toNumber,

               fromNumber,

               status: "COMPLETED",

               durationMilliseconds,

               recordingUrl,

               body: description

               disposition: <call outcome if selected on plugin>

          }

      };


Below are features of SuperReceptionist CTI App

 

Make Outbound call


1. Click on the “Call” button under the Contact/Company page.

      


 


2. Select Knowlarity as Call provider and then click on Call from browser button to place an outbound call.


On clicking “Call from the browser” button, the SuperReceptionist cti screen will be shown. 

Use SuperReceptionist’s credentials to login to the app. As soon as owner/agent is logged in,

a call will be placed and live call tracking will be shown in the app.

 

      

 

 

 


Call Pop-up:


1. Call Is made to the agent on this number (as in the SR account).



2. When the agent Answers another call is made to the Customer number.(as in Hubspot CRM)

3. Once the Customer answers, the call is bridged. 
.


4. Take call action for the call

Owner/Agent can take notes during the call. Once call is ended agent can choose call outcome and lifecycle stage for the contact from its respective dropdown in the cti screen


Agent has to take call action within the time showing on the cti screen. Agent actions(call outcome, lifecycle stage and call notes) will be auto saved once the countdown timer stops

The countdown timer is controlled by agent wrap time configured while setting up at integration at SuperReceptionist website.