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.

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.

This article covers:

• How to set up HubSpot Integration
• How to add HubSpot Integration to your Zoom account
• How to grant access to the HubSpot Integration
• How to use the HubSpot Integration
• How to configure Zoom Contact Center Dispositions when using Hubspot

How to set up HubSpot Integration

1. Visit the HubSpot Marketplace.
2. Search for the Zoom Contact Center app.
3. In the top-right corner, click Install App.
   You will be redirected to the Contact Center Management page in the Zoom web portal. Sign in to your Zoom account if you’re not already signed in.
4. Follow the next section to add HubSpot Integration to your 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.
   Note: You must have admin privileges, and your account must have the HubSpot integration feature enabled by Zoom.
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. 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.
6. 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.
7. In the Applications tab, verify that HubSpot has been added to the list of integrations.

How to grant access to the HubSpot Integration

1. Sign in to the Zoom web portal.
   Note: You must have admin privileges, and your account must have the HubSpot integration feature enabled by Zoom.
2. In the navigation menu, click Contact Center Management then Integrations.
3. Click the display name of the user to add to the HubSpot integration.
4. In the Client Integration drop-down menu, select HubSpot.
5. Click Save.
   The user can make calls through the contact center CTI connector in HubSpot.

How to use the HubSpot Integration

1. Sign into HubSpot,
2. Navigate to the contacts page, select a contact, and proceed to make a call.
3. After selecting a contact, click the call icon and select their displayed phone number.
4. Initiate the call with the contact.
5. Post-call, save the engagement by entering contact details, disposition, and notes. Finally, complete the engagement to finish the process.

How to configure Zoom Contact Center Dispositions when using Hubspot

When agents use the Hubspot integration, Zoom Contact Center will attempt to save the selected Disposition value into the Hubspot Outcome field. Since Hubspot requires customers to configure the Outcome field with a set of preconfigured values, we are only able to save Zoom Contact Center Dispositions into the Outcome field if the value of the Zoom Contact Center disposition matches one of the Hubspot Outcome values. If the Zoom Contact Center disposition does not match a Hubspot Outcome field value, then our integration will store the disposition value into the Hubspot Comments field.

Hubspot does not have the concept of multi-level dispositions within their Outcome field. Therefore, if you want the Zoom Contact Center integration to store disposition values into Hubspot's Outcome field, you should not configure any multi-level dispositions within Zoom Contact Center.  If you configure multi-level dispositions within Zoom Contact Center, they will be added to Hubspot's Comment field.