Using Zoom Contact Center for HubSpot integration

The Zoom Contact Center HubSpot Integration allows agents to access Zoom Contact Center functionality from HubSpot. Follow this article to learn how to use the integration to set your status, accept calls, view engagement details, and make outbound calls.

Note: This integration only supports the Zoom Contact Center voice channel. Agents assigned to other Zoom Contact Center channel queues (video, chat, or SMS) should use the Zoom desktop app.

Requirements for using Zoom Contact Center HubSpot integration

Pro, Business, or Education account
Zoom Contact Center license
Zoom Contact Center admin account
HubSpot system admin account
HubSpot integration set up by your admin

How to select Zoom Contact Center as the calling provider
How to access the Zoom Contact Center HubSpot Integration
How to set your status
How to accept an inbound call
How to use in-call controls
Screen pop with single match
Screen pop with multiple matches
How to view engagement details
How to make an outbound call
How to view call log
AI Companion and AI Expert Assist features

How to select Zoom Contact Center as the calling provider

In the top-right corner of the HubSpot platform, click the phone icon.
Click the Calling Providers dropdown.
Select Zoom Contact Center from the list.

How to access the Zoom Contact Center HubSpot Integration

The CTI integration leverages HubSpot’s calling window for a seamless experience when navigating the HubSpot CRM.

Open the CTI Calling Window
- In the HubSpot toolbar, click the phone icon.
- Click the Open Calling Window button to launch the CTI client.
  Note: The calling window must remain open during the agent's work session.
Keep the Calling Window open
- Do not close the calling window, as this will impact ongoing and incoming engagements.
- You can minimize the window, but it must stay open in the background.
- If the window is closed, you can reopen it by returning to the HubSpot embedded window and clicking Open Calling Window again.
Use either the calling window or the embedded HubSpot interface
- Once the calling window is open, agents can interact with Zoom Contact Center through either the calling window or the embedded HubSpot interface.
- Both interfaces remain synchronized and provide the same experience throughout the engagement.
  Note: Synchronization works only if WebRTC is enabled.
Enable WebRTC (Recommended for best experience)
- For the best experience, WebRTC must be enabled.
- Chrome and Edge users must install the Zoom Contact Center for CTI extension from the Chrome Web Store.
- After launching the calling window:
  - A WebRTC popup will appear.
  - Click the Start button.
  - Keep the WebRTC window open. It can be minimized but should not be closed.

The call connection will remain active even if the browser tab hosting the CTI connector is refreshed or reloaded.

How to set your status

Agents can select their real-time status for Contact Center. Status options are configured by your Zoom Contact Center admin.

In the status drop-down menu located in the top-left corner, select Ready so that you can receive and accept incoming voice calls.
Note: The status can be set either in Calling window or the embedded CTI window in HubSpot.

Learn more about Zoom Contact Center statuses.

How to accept an inbound call

When your status is set to Ready, you can accept inbound calls.

When receiving an inbound call notification, click Accept to answer the call. Your status will automatically change to Occupied.

Learn more about Zoom Contact Center inbound notifications.

How to use in-call controls

The Zoom Contact Center HubSpot Integration has the same in-call controls as the Zoom desktop app. Learn more about in-call controls.

Screen pop with single match

Your Zoom Contact Center admin can configure variables used to search in HubSpot during inbound calls. For example, during an inbound call, HubSpot can display the matching Phone number and Contact name/Ticket number/company name.

If the app finds a single record match for the inbound caller, the screen pop appears with the exact Company/Contact/Ticket record.

Screen pop with multiple matches

If the app finds a multiple record matches for the inbound caller, you will see a prompt with a list of the matching contacts. Click a contact to open the HubSpot screen with all information for that contact.

How to view engagement details

After the voice call has ended, you will see information about the closed engagement. Learn more about the engagement information displayed during wrap up.

During a call, you can access the engagement details by clicking the ellipses icon In the top-right corner then Engagement.

You can also add notes or disposition to the engagement.

How to make an outbound call

The integration enables agents to click-to-dial from within the CRM application to dial out to the customer with a customizable outbound caller ID. The outbound dialed call is automatically logged against the record whose number has been dialed out.

(Optional) Below the dial pad, select your caller ID and queue:
- Caller ID: Change the outbound caller ID number.
  Note: Review the features and limitations of your outbound caller ID number.
- Select a Queue: Select the queue to associate the outbound call with. Admins and supervisors will see the associate queue when viewing engagement history for the voice call.
Within HubSpot, find the user you would like to call. The phone number fields on the Contact/Company/Ticket page support the click-to-dial functionality
Manual outbound calling using the Enter a name or number field to search for a HubSpot contact record by name or number within CTI connector.

How to view call log

Call log information is automatically synchronized with the customer data and history for each interaction.

An Activity record is automatically generated in HubSpot and associated with the matching Contact and other associations.
Date & Time, Duration, Disposition, and Notes, are included in the Activity.
If the call was recorded, you can listen to the recording from the activity record.

AI Companion and AI Expert Assist features

Following AIC features are available within HubSpot CTI connector.

Engagement Summary: Agents see an auto-generated summary before they accept the engagement.
Agent Talk Metrics: Agents see real-time speech metrics to improve the agent/customer interaction.
Sentiment Analysis: Agents can view the current sentiment of the engagement to help them de-escalate the consumer.
Follow-Up Tasks: Agents can generate a list of next steps / actions based on the context of the conversation with the customer.

Following AI Expert Assist features are available within HubSpot CTI connector.

Information Retrieval: Enables agents to pull information from 3rd party systems at the right time based on the intent of the customer.
Knowledge Base (KB) Retrieval: Evaluates the customer's intent and automatically shows the relevant knowledge base article to the agent while interacting with consumers.
Next Best Actions: Provide agents with personalized, real-time recommendations during customer interactions.
Recommended dispositions: Automatically select a disposition for the agent based on the engagement context. Agents can review and edit this selection before saving wrap-up.
Smart Notes: Agents can auto-generate a concise and accurate summary of their interaction with the customer, eliminating the need to manually take notes.