Once the HubSpot integration is installed, Onoff automatically logs your calls, SMS and voicemails in HubSpot and syncs your contacts both ways. For installation, see "Connect your CRM to Onoff Business".
What is sent to HubSpot
| Type | Information |
|---|---|
| Calls | Direction, status (answered, missed, voicemail), member and contact, date, time and duration, notes and tags, summary and action items (if transcription is on), recording (if on), voicemail |
| SMS | Direction, member and contact, date and time, full content |
Activities appear within seconds; recordings arrive a few minutes later.
Where activities appear
| HubSpot record | Rule |
|---|---|
| Contact | All activities appear on the contact's timeline. |
| Company | If the contact is linked to a company. If linked to several, only the primary company receives the activity (by default, the first company associated). If the number only exists on a company record, the activity is still sent there. |
| Deal | The 5 most recently updated open deals (an open deal is neither Closed Won nor Closed Lost). |
| Ticket | If you use HubSpot tickets, conversations can be attached to the matching tickets. |
Who the activity is assigned to
- If the Onoff member's email matches a HubSpot user, the activity is assigned to them.
- Otherwise, it's assigned to the contact owner.
- With no owner, it stays unassigned.
Use the same email address in Onoff and HubSpot for reliable reporting.
Sync contacts
- HubSpot → Onoff (Create contacts automatically): during a call or SMS with a HubSpot contact not in Onoff, it's created in the Onoff contacts of the member involved. Later changes in HubSpot aren't carried over: use the sync button on the contact record.
- Onoff → HubSpot (Export Onoff contacts automatically): during a call or SMS with an Onoff contact not in HubSpot, it's created in HubSpot and the conversation is logged there.
- Unknown numbers (Create unknown contacts): for a number in neither, the contact is created in HubSpot.
- These options are off by default. Without them, a call with a number not in HubSpot isn't logged there. See "Connect your CRM to Onoff Business".
- Manual export: in the web or mobile app, open the contact, click the three dots (⋮) then Export to CRM > HubSpot. The contact is updated if it exists, created otherwise.
HubSpot inside Onoff
When a number exists in HubSpot, Onoff shows its information, including during a call: caller identity, link to the HubSpot profile, deals, notes and history. You can also search HubSpot contacts by name or number, and sync their data.
Good to know
- Numbers are matched in international format, with or without "+" (for example +33123456789 or 33123456789).
- Onoff tags are sent in the onoff_call_tags property of HubSpot calls, and each action item becomes a HubSpot task.
- Recordings are deleted from Onoff and HubSpot after 6 months. Download them if you need to keep them.
Related articles
- Connect your CRM to Onoff Business
- Create a call report in HubSpot
- CRM integration: troubleshooting
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