Setting up the Zoom Contact Center HubSpot Integration

The Zoom Contact Center HubSpot Integration allows agents to access Zoom Contact Center voice functionality from HubSpot. This provides agents with a better user experience, including:

• Improves agent efficiency with a unified experience.
• Enables a simple and intuitive agent experience.
• Reduces effort and handle time.
• Saves the agent after call work with automatically synchronizing customer data and history for each interaction.
• Provides customers with a personalized experience regardless of the channel they use.

Before agents can use the integration, admins need to set up and configure the integration from the HubSpot website and Zoom web portal.

Requirements for setting up Zoom Contact Center HubSpot Integration

• Account owner or admin privileges
• Pro, Business, or Education account
• Zoom Contact Center license
• HubSpot system admin account

How to add HubSpot Integration to your Zoom account

Note: It is recommended to log into HubSpot before starting the integration process, as this can help avoid potential challenges during setup.

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
   Note: Your account must have the HubSpot integration feature enabled by Zoom, which you can confirm to see in the Integrations page. To have this feature enabled, submit a request to Zoom Support.
2. In the navigation menu, click Contact Center Management then Integrations.
3. Click Add Integration.
4. Select the HubSpot option and proceed to the setup page.
5. Click Next.
6. On the Setup your external application page, specify the following:
   • Name your connection: Enter a name for HubSpot Integration. This name will be used to refer to this URL inside the Zoom Contact Center application instance.
   • AccountID: Your account ID is available on the application website.
7. Enter a connection name and click Login to HubSpot.
   A new tab will open, redirecting to the HubSpot login page. Select the desired account and click Choose Account.
8. Grant permission for account usage by clicking the checkbox.
   Once permissions are granted, the tab will close automatically, and the previous tab will display a success notification. Click Done to return to the Integrations page in the Zoom web portal.
9. In the Applications tab, verify that HubSpot has been added to the list of integrations.
10. At the bottom of the screen, click Next.
    You will be shown the Channel Setup screen.
11. In the Channel Setup screen, select the required channels(Voice). Once the required channels are selected, channel configuration can be started by clicking the Start Setup button.
    You will be shown the Channel configuration screen where you are asked to fill out information that will affect how the Zoom Contact Center HubSpot integration interacts with your HubSpot instance.

How to enable the Screen Pop feature (voice)

1. For the Caller Search setting, change the following.
   • Caller ID and Flow Variables: Provides options to choose either caller id/phone number or available flow variables for caller search
   • Entity: Determines which objects(contact/company/Ticket) in HubSpot are searched when a call is made
   • Field: Determines which fields on the Entity are queried when looking for a caller match.
   • You should be able to add multiple Caller search settings with either AND/OR conditions.
2. For the Context Search setting change the following
   • Flow Variables: Provides options to choose the available flow variables for context search which can be used to identify customers using the IVR voice response during the call.
   • Entity: Determines which objects(contact/company) in HubSpot are searched when a call is made
   • Field: Determines which fields on the Entity are queried for context search
   • You should be able to add multiple context search settings with either ‘AND” or ‘OR’ condition.
3. For the Screen pop settings, you should be able to select when should the screen pop ie during call ringing vs After call answered
4. Select Automatic call logging and Automatic save of recording URL if you want to save the call log and recording URL into HubSpot.
5. Click Save.
   You will be redirected to the integrations screen and you should see the HubSpot integration listed. You will be able to see a column Configuration that indicates whether the configuration setting for enabled channel is complete.

How to enable the client integration for Zoom Contact Center users

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Users.
3. Locate the user you want to edit and click on their display name.
4. Next to Client Integration, select HubSpot integration.
5. Click Save to apply the changes.

How to edit an existing HubSpot integration in Zoom Contact Center

Delete an existing ServiceNow integration

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Integrations.
3. Click the Applications tab.
4. For the HubSpot application, click the ellipses icon, then click Delete.
5. Click Delete to confirm.
   Note: Once deleted, the client integration for users will be disabled, and the HubSpot connection will be removed from the Integrations page.

View connection settings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Integrations.
3. Click the Applications tab.
4. For the HubSpot application, click the ellipses icon, then click View connection settings.
   You will see the following information.
   • Connection name: The name that was provided for the connection.
   • AccountID: Your account ID is available on the application website.

How to use the HubSpot integration

Agents can use the Zoom Contact Center integration with HubSpot to manage their availability, handle inbound and outbound calls, and view engagement details within the HubSpot interface. Learn how to use the integration here.

Important: This integration only supports outbound calling in the Zoom Contact Center voice channel. Agents assigned to unsupported Zoom Contact Center channels should use the Zoom desktop client.