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How to Set Up HubSpot Integration

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This Guide describes how to set up HubSpot Integration with Wildix PBX.

Created: November 2023

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Introduction 

HubSpot integration enables automatic logging of calls and conferences that take place on the Wildix system between users and HubSpot contacts.

Requirements

  • x-bees-Standard license or higher
  • Admin access to HubSpot account

Installation

  1. Go to WMS Settings -> PBX -> Integrations -> x-bees

  2. Wildix Integration Hub opens 

  3. Click on HubSpot Automation:

  4. Click Install to proceed with the activation:



  5. Click Sign in and log in to your HubSpot account (Admin): 


Notes:

  • HubSpot and x-bees sync may take up to 5 minutes
  • x-bees contact can be created only with users that have an email address
  • Contacts deleted from HubSpot are not removed in x-bees

For managing calls directly from HubSpot account, refer to a separate integration: HubSpot Integration User Guide.


​​Logging activities

You can manually log activities from x-bees to HubSpot. Open a HubSpot contact on x-bees. You have two options: 

  • Create Task (To-Do/ Call/ Email) 
  • Log Activity (Call/ Email/ Meeting)


Inbound and outbound calls via PBX and conferences are automatically logged for all HubSpot contacts that have a match and are displayed in HubSpot as completed tasks. 

  • Logged call data includes: participants, call type and duration, date and time the call was received/made, information about transfers.
    Missed PBX calls (in case of contact match in HubSpot) are logged to the existing HubSpot contact as a completed activity. 
    Successful calls are logged to HubSpot with Connected status. 
  • Logged conference data includes: participants, the title of the conference, duration, date and time the conference took place. Activity is logged for each contact participating in the conference that has a match in HubSpot.

If a contact has multiple matches, activity is logged for the newest contact:

  • This logic applies if the duplicate contact was created after the installation of the integration. Otherwise, if contact had multiple matches before the installation of the integration, the match is chosen randomly.
  • When the contact match is changed, all new activities are created for the assigned match. Old activities are not changed

The following activities are not logged automatically:

  • Received and missed PBX calls in case of an unknown number
  • Calls made and canceled within 5 seconds
  • Calls between users of the same PBX/ WMS Network

Logging Scheduled Meetings

In case the contact exists in HubSpot, meetings scheduled via Meeting Scheduler are automatically logged as activities in HubSpot:


Note:

  • The logging works only for meetings created by guest users using Meeting Scheduler. Scheduled meetings are automatically logged as activities in HubSpot only if the contact already exists in the CRM records.
  • The agent should be present in HubSpot with the same email as in x-bees.

In case the meeting was rescheduled or cancelled, the changes are automatically synced to HubSpot:

Cancelled meetings are marked as closed.

Create a HubSpot contact 

You can create a HubSpot contact in x-bees from a conversation or from a contact card.

  • From a conversation

In case you are in a conversation with an external person who is not present in HubSpot, click on the contact and click on the Create Hubspot Contact button:

  • From a contact card

In case you opened a HubSpot contact and you consider it a wrong match, you have an option to create a new HubSpot contact. For this, click on the Wrong match? button on the Info tab:

Then, click Create Hubspot contact button at the bottom:


Fill out the fields and click Save: 

Note: Email is a mandatory field when creating a HubSpot contact.

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