Using the Zoom Phone for HubSpot integration

The Zoom integration for HubSpot enables you to use Zoom Phone with HubSpot. The integration provides the following features:

• A simple click to automatically dial a phone number within HubSpot
• Manually dial a phone number
• Automatically log calls to HubSpot and capture meaningful data for your organization (agents can leave notes and more)
• Access voicemails and recordings within the call logs
• Enjoy the high call quality and security that are provided by Zoom
• Agents can leverage additional features with the Zoom client

This article covers:

• How to install and sign in to the Zoom Phone app within HubSpot
• How to make a call using Zoom Phone in HubSpot
  • Call from a contact record
  • Avoid auto-dialing
  • Call from the Zoom Phone widget
  • Take notes during an active call
  • Place a call on hold from the Zoom Phone widget
  • Mute or unmute a call from the Zoom Phone widget
  • Record a call conversation from the Zoom Phone widget
• How to use SMS in HubSpot
  • Send a text message to a phone number or contact
  • Read a text message
  • Sync SMS logs to Hubspot
  • View SMS activities in HubSpot
• How to view voicemail messages in HubSpot Zoom Phone widget
• How to view call history in HubSpot Zoom Phone widget
• How to view call logs in HubSpot
  • View recordings and voicemails
  • Identify how a call was routed
• How to add the Call Type field to the Notes page
• How to pop up a contact for inbound calls
• How to auto-create HubSpot contact
• How to auto-call phone number with extension from HubSpot
• How to sign out from the Zoom Phone app from HubSpot
• How to remove the integration between Zoom and HubSpot
  • Uninstall the Zoom Phone for HubSpot app from HubSpot
  • Remove the Zoom Phone for HubSpot app from Zoom Marketplace
• Common Errors FAQ
  • Fail to make calls from HubSpot
  • Call log is not associated with HubSpot contact/company
  • Zoom admin cannot access recordings of users under your account

Prerequisites for integrating Zoom Phone with HubSpot

• Zoom Phone license
• Zoom Phone configured
• Zoom desktop app for Windows, macOS, or Linux: Global minimum version or higher
• Zoom mobile app for Android or iOS: Global minimum version or higher
• Admin access to Zoom and HubSpot to install/uninstall the Zoom Phone for HubSpot app
• 

  Automatic Calling from Third-Party Application must be enabled by an admin for the integration to work

How to install and sign in to the Zoom Phone app within HubSpot

You will need to be an administrator in Zoom and HubSpot to accomplish these steps:

1. Sign in to your HubSpot account as an administrator.
2. In the main navigation bar, click Marketplace, then select App Marketplace.
3. In the search bar, search Zoom Phone.
4. Select Zoom Phone for HubSpot, and click Install app.
5. In the dialog box, enter your Zoom admin login credentials, then click Sign in.
   Notes:
   • You will be prompted to grant permission for Zoom Phone for HubSpot to access your Zoom account. Click Allow.
   • You will be prompted to grant permission for Zoom Phone for HubSpot to access your HubSpot account. Click Connect app.
   • You will be prompted to confirm your HubSpot account. Click Confirm.
6. Click Contacts, then click on a contact name to make a call using Zoom Phone as the service provider.
   Note: This app eliminates the need for the end user to perform any installation. When the user initiates their first call, they are guided through the authentication process.

How to make a call using Zoom Phone in HubSpot

Call from a contact record

1. Sign in to your Zoom desktop or mobile app.
2. Sign in to your HubSpot account, select Contacts, then Contacts.
3. Click the name of a record.
4. In the left panel, click Call, then select Call from: Zoom Phone.
5. Select a phone number.
   Notes:
   • A Zoom Phone widget will pop up for you to sign in. If you are not signed into the Zoom app, sign in with your Zoom login credentials, and then authorize.
   • You will be prompted to allow Zoom Phone for HubSpot to manage call control actions on your behalf. Select Always, then click OK.
   • Once your call connects, the widget will show the Notes page. You can click Save to save your notes and outcome and type(enable first) or click the Cancel button to go back to the calling page.

Avoid auto-dialing

1. On the top right of the Zoom Phone widget, click your profile picture, then click Setting.
2. Click the Disable click to call toggle to enable or disable it.
3. Click the phone button from HubSpot to make a call.

Call from the Zoom Phone widget

Note: Any changes to your Zoom account, such as assigning or removing a direct number, will require a refresh of your browser page to reflect that change.

1. Sign in to your Zoom desktop app or app.
2. Sign in to your HubSpot account click Call, then select Call from: Zoom Phone.
3. Select a phone number.
4. In the Zoom Phone widget, type the name of your contact or type a phone number, then click the phone icon .

Take notes during an active call

1. Click the Notes button to take notes for the call.
2. (Optional) View the Outcome dropdown to see custom outcomes set up in HubSpot.
   1. To the right of the Outcome dropdown, click the refresh icon to refresh the list of outcomes if a new one was added during your call.
3. (Optional) After enabling the feature, view the Type dropdown, which shows all custom types set up in HubSpot.
   
   1. Above the Type dropdown, use the Refresh button to refresh your list of custom types if a new one was added during your call.
4. Type your notes in the Comments box.
5. Click Save.
6. (Optional) Click the Notes button again to continue taking notes for your call.

Place a call on hold from the Zoom Phone widget

Notes:

• You can place up to 4 calls on hold.
• The call cannot be recorded while on hold.

1. Click the Hold button .
2. Click the Unhold button to resume the call.
3. (Optional) If you have several calls on hold, on the top of the widget, click on the call you wish to retrieve, then click the Unhold button .

Mute or unmute a call from the Zoom Phone widget

1. Click the Mute button , to mute the call.
   Your call will be muted and the button will change to the unmute button .
2. Click the Unmute button , to resume the call.

Record a call conversation from the Zoom Phone widget

While on a phone call, you can record the conversation if desired as follow:

1. On the phone dial pad, click Record.
2. Click Stop Recording, to stop the recording.
3. In your HubSpot account, click the Calls tab, then click on the recorded phone conversation to listen to the recording.

How to use SMS in HubSpot

The SMS feature in the Zoom Phone app in HubSpot allows you to send and receive text messages (SMS) if you are assigned this privilege by your admin. If you don't have this function, please contact your Zoom admin.

Send a text message to a phone number or contact

1. Access the Zoom Phone widget in your HubSpot app.
2. From the phone dial pad, select the SMS tab.
3. Click the pencil icon to start writing your new text message.
4. In the To: box, type the phone number or the name of the contact to send the text message.
5. In the Text here... box, type your message.
6. Click the send icon to send your message.
   Your message will be sent.
   • If sending the message fails, click Retry to send the message again, or click Delete to delete it.
7. (Optional) Click the file icon to send images.
   Note: Only JPG, PNG, JPEG, GIF files are supported at this time with a maximum size of 2MB, and you can only send one image at a time.

Notes:

• To send an SMS when you have multiple direct phone numbers will require you to choose one of those numbers to send your SMS from.
• You can send a message to up to 10 recipients at a time.
• You can send a message to an existing SMS thread.

Read a text message

1. Access the Zoom Phone widget in your HubSpot app.
2. From the phone dial pad, select the SMS tab.
3. Click the text message you desire to read.

Sync SMS logs to Hubspot

You will need to have admin privileges to sync SMS logs to HubSpot.

1. Sign in to your Zoom account as an admin.
2. In the navigation menu, click Advanced, then App Marketplace.
3. On the top-right corner, click Manage, then Added Apps, then click the Zoom Phone for HubSpot app.
4. Scroll down on the page, then click Manage, then Configure.
5. Click the toggle icon to enable Auto log SMS.
   SMS that is sent and received will automatically start logging into your account.

View SMS activities in HubSpot

1. Sign in to your HubSpot account.
2. Click Contacts.
3. Select the Activities tab, and check Zoom Phone in the filter.
   You will now be able to view sent and received SMS in HubSpot.
   Note: Make sure Zoom Phone for HubSpot is selected under Activity>Filter activity>Integrations to view SMS logs.

Note: The integration logs all SMS sent from within the HubSpot Zoom Phone widget directly from either the Zoom desktop app or mobile app.

How to view voicemail messages in HubSpot Zoom Phone widget

1. Open the Zoom Phone widget.
2. Click the Voicemail tab.
   Your voicemail messages will be displayed in reverse chronological order with the most recent messages at the top, showing the name, number or extension of the user that left the message with the date and time.
3. Click the refresh icon , to view the latest calls.
4. Hover over a voicemail entry for these options:
   • Click the phone icon to call the selected number.
   • Click the play icon to play the associated voicemail.
   • Click on the more icon , then select Delete to delete the voicemail.

How to view call history in HubSpot Zoom Phone widget

1. Open the Zoom Phone widget.
2. Click the History tab.
   Your call history will be displayed showing the name, or the number of the users you called with the date and time. The most recent call history will be displayed at the top.
3. Click the refresh icon , to view the latest calls.
4. To the right of All History, click the drop-down arrow , then select All, Missed, or Recording.
   The calls will be filtered and will display your selection.
5. Hover over a call history entry for the following options:
   • Click the phone icon to call the selected number.
   • If the call was recorded, click the play icon to play the associated recording.
   • Click on the more icon , select View Notes, to view or add any notes to the call, or select Delete to delete the call entry.

How to view call logs in HubSpot

Inbound calls received on HubSpot and the Zoom client are automatically logged into HubSpot. Outbound calls made from the Zoom client or HubSpot are also automatically logged into HubSpot. The call logs are categorized by month and contain the following information:

• Name of the HubSpot user
• Inbound or outbound call for the contact
• Date and time of the call
• Any associated recording
• Any associated voicemail
• Associated call queue or auto receptionist forwarded information
• Outcome
• Call Type
• Notes

Notes:

• Call logs are auto-associated with a deal or ticket in addition to the contact or company when calls are made from the deal or ticket.
• The call log matching logic is as follows:
  • Zoom Phone will search for a matching number within HubSpot for both contacts and companies. If a contact or company is found in HubSpot with a number in the Phone number or Mobile phone number field, in a valid format, the call will be associated with that contact or company.
• If you have multiple contacts or companies that are saved with the same number, the call logging follows these rules:
  • For all the inbound calls, we will log all the matched contacts and companies.
  • For outbound calls that are clicked to call from the HubSpot contact/company page, we will only log for the current called contact/company.
  • For outbound calls that are not clicked to call from the HubSpot contact/company page, we will log all the matched Contacts and Companies.

To view your call logs follow these steps:

1. Sign in to your HubSpot account.
2. In the main navigation bar click Contacts, then Contacts.
3. Select the desired contact, then in the right panel click the Calls tab.
4. (Optional) Click a call log item for more details. The module will expand to show the complement information.
5. (Optional) Click a call log item to leave a note and assign an outcome and type(need to enable first).
   • To leave a note, type your note in the box, then click Save.
   • To assign an outcome, click Select an outcome to select your desired outcome.
   • To assign a type, click Select a type to select your desired type

View recordings and voicemails

1. Sign in to your HubSpot account.
2. In the main navigation bar click Contacts, then Contacts.
3. Click the Activities tab, then click the Calls tab.
4. If a call item has a recording or voicemail link, click the link to be redirected to the recording or voicemail page.
   Note: The transcription will also be visible if available.

Identify how a call was routed

1. Sign in to your HubSpot account.
2. In the main navigation bar click Contacts, then Contacts.
3. Click the Activities tab, then click the Calls tab.
4. Identify the call you are looking for.
5. View the Forwarded by item for the relevant call and determine whether it was routed through a CQ (Call Queue) or an AR (Auto-Receptionist) if there are any such indications of such routing.

How to add the Call Type field to the Notes page

Note: You must have account owner or admin privileges to enable Call Type.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Advanced then App Marketplace.
3. On the top-right corner, click Manage.
4. In the navigation menu, click Added Apps.
5. Click the Apps in Production tab.
6. Click the Zoom Phone for HubSpot app.
7. Scroll down on the page, then click Manage then Configure.
8. Click the toggle to enable the Call Type field.
   You can see the Type field in the Notes page during the active call, and view the Type dropdown, which shows all custom types set up in HubSpot.

How to pop up a contact for inbound calls

Note: Calls from internal Zoom phone users will not launch the app or URL.

1. Enable Launch an external app or a URL for incoming calls in the Zoom desktop app.
2. In the input box, enter the below URL:
   https://app.hubspot.com/contacts/<Your HubSpot Account Id>/objects/0-1/views/all/list?globalSearchQuery=%E
3. (Optional) In the top-right corner of HubSpot, click your account name.
4. In the dropdown menu, under your account name, identify the account name and unique Hub ID.

How to auto-create HubSpot contact

Make sure you have admin privileges to auto-create HubSpot contacts.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Advanced, then App Marketplace.
3. On the top right click Manage.
4. Click Added Apps, then click the Zoom Phone for HubSpot app.
5. Scroll down on the page, click Manage, then Configure.
6. Click the Auto Create Contact toggle to enable or disable it.
   The contact will be automatically created if no match is found in HubSpot during incoming/outgoing calls.

How to auto-call phone number with extension from HubSpot

Make sure you have admin privileges to enable Auto dial phone numbers with extensions.

1. Sign in to your Zoom account as an admin.
2. In the navigation menu, click Advanced, then App Marketplace.
3. On the top right click Manage.
4. Click Added Apps, then click the Zoom Phone for HubSpot app.
5. Scroll down on the page, click Manage, then Configure.
6. Click the Auto dial phone numbers with extensions toggle to enable or disable it.
   Note: When a user clicks on a phone number that includes an extension, the system automatically dials out the phone number first then the extension.

How to sign out from the Zoom Phone app from HubSpot

1. Open the Zoom Phone widget.
2. On the bottom left of the dial panel, click Sign out.
   Note: The user session information will be cleared after signing out.

How to remove the integration between Zoom and HubSpot

The integration consists of an app from Zoom and an app from HubSpot. To stop the integration, you will need to uninstall each app from Zoom and HubSpot. You will need to be an administrator in Zoom and HubSpot to accomplish these steps:

Uninstall the Zoom Phone for HubSpot app from HubSpot

You can uninstall the Zoom Phone for the HubSpot app as instructed by HubSpot.

Remove the Zoom Phone for HubSpot app from Zoom Marketplace

You can remove the Zoom Phone for the HubSpot app by following these instructions.

Common Errors FAQ

Fail to make calls from HubSpot

• Check whether the phone number you dialed has been transmitted to the client.
• If not, verify that the Automatically Call From 3rd Party Apps setting in the Zoom web portal is enabled.

Call log is not associated with HubSpot contact/company

• Check whether the contact’s phone number format is a valid phone number format.
• Check whether it is an internal Zoom phone user, if so, save the user’s extension number into HubSpot.

Zoom admin cannot access recordings of users under your account

• Check whether you are assigned a role with permission to access recordings in Admin > User Management > Roles > Phone.
• Learn more about accessing and sharing call recordings and changing call recording settings.