Managing Communications and Contacts in HubSpot

Managing Communications and Contacts in HubSpot

Call, SMS, and Voicemail Data Synced to HubSpot

Once integrated, Onoff automatically sends detailed communication data to HubSpot.

Call logs include:

• Call direction (incoming or outgoing)
• Call status (connected, missed, voicemail)
• Agent and contact information
• Date, time, and duration
• Call notes and tags
• Call summary and action items (if transcription is enabled)
• Call recordings (if enabled)
• Voicemails

SMS logs include:

• Message direction (sent or received)
• Agent and contact information
• Timestamp
• Full message content
  

This complete logging ensures full communication visibility.

Assignment of Logs to HubSpot Users

Log ownership in HubSpot follows a simple logic to ensure accurate attribution.

• If the Onoff user’s email matches a HubSpot user → logs are assigned to that user
• If no matching user exists → logs are assigned to the Contact Owner
• If no Contact Owner exists → logs remain unassigned
  

Maintaining matching email addresses ensures accurate reporting.

Where Communication Logs Appear in HubSpot

Logs automatically appear in relevant HubSpot records, providing full visibility across your CRM.

Contact records

If a contact exists in HubSpot, all calls, SMS, and voicemails will appear directly in the contact’s timeline.

Company records

• When a HubSpot contact is linked to a company, logs appear on the company timeline.
  If the contact is linked to multiple companies, logs go only to the Primary Company.
• If the number isn’t in your contact list but exists in a company record, logs are still sent.
  

Deal records

If the contact is linked to open deals, logs appear on those deals—up to the five most recently updated deals.

Contact Synchronization Between Onoff and HubSpot

The integration supports automatic and manual contact synchronization in both directions.

Automatic contact creation (HubSpot → Onoff)

When enabled, contacts in HubSpot are automatically created in Onoff when calls or SMS occur.
Note : Works for inbound + outbound calls, SMS.

Automatic contact export (Onoff → HubSpot)

New contacts created in Onoff are automatically exported to HubSpot. Existing contacts are updated.

Manual contact export

You can also export individual contacts manually from Onoff to HubSpot.

This ensures both systems remain fully synchronized.

1. Open the contact in Onoff web or mobile app.
2. Click three dots on the top right corner → Export to CRM → HubSpot.
3. If the contact already exists in HubSpot → data is updated.
4. If not → new HubSpot contact is created.
   

Viewing HubSpot Data Inside the Onoff App

HubSpot data is directly accessible within Onoff.

When a number exists in HubSpot, you can:

• View contact information instantly
• Open the full HubSpot profile
• Sync HubSpot data into Onoff
• Search HubSpot contacts by name or number
• Create new contacts in one click
  

This improves efficiency and eliminates duplicate data entry.

Accessing HubSpot Information During Calls

During live calls, your team can instantly access HubSpot contact information.

This provides:

• Caller identification in real time
• Immediate access to CRM profiles
• Visibility into deals, notes, and history
• Better preparation and follow-up
  

If automatic contact creation is enabled, HubSpot contacts are created in Onoff automatically when needed.

This feature gives your team real-time CRM visibility and improves call preparation and follow-up efficiency.

Call Recordings, Transcriptions, and Compliance

If call recording is enabled, recordings and transcription data are sent to HubSpot.

How it works

• Call logs appear within seconds
• Recordings appear a few minutes later
• Transcriptions generate summaries and action items
  

Data retention and GDPR compliance

Call recordings are stored for up to 6 months, after which they are automatically deleted from Onoff systems and HubSpot.

If you need to keep recordings longer, download them before expiration.

Ticket Logging for Customer Support Workflows

If your team uses HubSpot Tickets, communication logs can be attached automatically.

This helps support teams:

• Track customer communication
• Maintain complete ticket histories
• Improve support efficiency

Search and Contact Matching Logic

Onoff searches HubSpot contacts using phone numbers in international format.

Supported formats include:

• With country code and plus sign (example: +33123456789)
• With country code only (example: 33123456789)

This ensures accurate matching across systems.