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 by visiting the Integrations page. Contact Zoom Support to have this feature enabled.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Contact Center then Integrations.
5. Click Add Integration.
6. Select the HubSpot option and proceed to the setup page.
7. Click Next.
8. 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.
9. 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.
10. 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.
11. In the Applications tab, verify that HubSpot has been added to the list of integrations.
12. At the bottom of the screen, click Next.
    You will be shown the Channel Setup screen.
13. 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 and configure the Screen Pop and Call logging for HubSpot integration

It is recommended to install the Zoom Contact Center CTI extension and enable pop-up and redirect permissions for HubSpot in your browser settings.

1. For the Caller Search setting, configure how incoming callers are identified in HubSpot:
   • Caller ID and Flow Variables: Select whether to use the caller ID/phone number or available flow variables for the search.
   • Entity: Select the HubSpot object to search (Contact).
   • Field: Select the specific fields on the chosen Entity to query for a caller match.
   • Logic: Combine multiple Caller Search rules using AND or OR logic.
   • Search & Selection Behavior:
     • Single Match: When exactly one HubSpot contact matches the configured ZCC variable values, the HubSpot record screen pops automatically, and appears in the ZCC widget Related To dropdown list for call logging.
     • Multiple Matches: When multiple contacts match, no screen pop occurs. All matching contacts appears as options in the ZCC Related To dropdown list, and the agent must manually select one for call logging.
2. For the Context Search setting, configure context-based searches using IVR voice response data:
   • Flow Variables: Select the available flow variables populated by the IVR during the call.
   • Entity: Select the HubSpot record type to search (Contact, Company, Ticket, Lead, Deal).
   • Field: Select the fields on the Entity queried for context search.
   • Logic: Combine multiple Context Search rules using AND or OR logic.
   • Search & Selection Behavior:
     • Single Match: When exactly one HubSpot context record matches the configured ZCC variable values, the record screen pops automatically and appears in the ZCC widget Related To dropdown list for call logging.
     • Multiple Matches: When multiple context records match, no record screen pops. All matching records appear in the ZCC widget Related To drop-down list and the agent must manually select one for call logging.
3. For the Screen pop and Call Logging settings, configure the following:
   • Screen Pop Timing: Choose when the screen pop triggers (During call ringing or After call answered).
   • Automatic Call Logging: Enable Automatic call logging to save call activity into HubSpot
   • App Support: Calls handled in the Zoom Mobile, web, or Workplace app can also be logged to HubSpot activities via optional admin configuration.
   • CRM Field Data Mapping: Admins can map ZCC IVR/flow variables directly to HubSpot entity fields (Deals, Contacts, Leads). Mapped fields update automatically in HubSpot records identified via Context Search.
   • Automatic Save of Recording URL: Select Automatic save of recording URL to attach the recording link to the HubSpot call log.

How to enable the client integration for Zoom Contact Center users

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Contact Center then Users.
5. Locate the user you want to edit and click on their display name.
6. Next to Client Integration, select HubSpot integration.
7. Click Save to apply the changes.

How to edit an existing HubSpot integration in Zoom Contact Center

Delete an existing HubSpot integration

1. Sign in to the Zoom web portal as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Contact Center then Integrations.
5. Click the Applications tab.
6. For the HubSpot application, click the ellipses icon , then click Delete.
7. 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 as an admin.
2. In the top-right corner, click your profile picture or initials, then click Admin Center.
3. In the side menu, click CX management .
4. Click Contact Center then Integrations.
5. Click the Applications tab.
6. 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.

Note: For supported CRM features and channels, see Zoom Contact Center CTI connector features. Zoom Contact Center widget inside the CRM supports voice, SMS, work item, email, video, web chat, AI Expert Assist, AI transcript, screen recording, and outbound dialer. Agents assigned to other Zoom Contact Center channel queues should use the Zoom Workplace desktop app.