Receive Inbound Calls via Calling Apps in HubSpot

The Update Algorithm By Sidekick Strategies

HubSpot Product Update Briefing: Receive Inbound Calls via Calling Apps

Date: October 2, 2024

Topic: HubSpot Calling SDK Enhancement for Inbound Calls

Summary:

This product update introduces significant improvements to HubSpot's Calling SDK, enabling calling app partners to integrate inbound call functionalities directly within the HubSpot platform. Previously, a lack of inbound call support for calling apps within HubSpot forced users to navigate between separate applications, leading to a fragmented workflow.

Key Features:

• Inbound Call Handling Within HubSpot: Calling app partners can now develop features allowing users to receive and manage inbound calls directly from their HubSpot account.
• Unified Dialer Interface: A new dialer pop-up window provides a centralized location for managing inbound calls without leaving HubSpot.
• Call Logging and Recording: All incoming calls, including missed calls, are automatically logged in the call index page. Call recording is available if enabled in both the calling app and HubSpot settings.

Benefits:

• Streamlined Workflow: Users can manage their entire calling experience—inbound and outbound—within HubSpot, eliminating the need to switch between applications.
• Enhanced Productivity: Consolidating calling activities within HubSpot saves time and reduces disruptions, improving overall efficiency.
• Improved Call Management: Centralized call logging and recording features provide a comprehensive view of all calling activity, facilitating better tracking and analysis.

How it Works:

1. Select Calling App: Choose the desired calling app provider from HubSpot's Calling Settings page.
2. Open Call Tab: Click the phone icon in the navigation bar to access the inbound call connection area. This tab must remain open to receive inbound calls.
3. Log into Calling App: Enter your credentials in the pop-up dialer window to log into your chosen calling app.
4. Set Availability: Once logged in, set your availability status to begin receiving inbound calls. A green dot on the phone icon indicates active call reception.
5. Receive Calls: Incoming calls will trigger an "incoming call" notification in the call icon, prompting you to answer via the dialer pop-up.

Important Notes:

• Calling app partners need to enable the inbound calling feature using HubSpot's Calling SDK and Receive Incoming Calls API.
• Only one calling app provider can be selected for receiving inbound calls at a time.
• The call dialer window must remain open in the background to receive calls.
• This feature is available to all HubSpot users, regardless of their subscription tier.

Quote:

"Customers can now harness the full potential of calling in one place. With the newly updated dialer pop-up, they can receive inbound calls and seamlessly manage their calling experience directly with their calling app provider, all within HubSpot."

Conclusion:

This update represents a significant step forward in unifying the calling experience within HubSpot. By integrating inbound call capabilities for calling apps, HubSpot empowers users to manage all aspects of their communication effectively from a single platform, leading to a more efficient and productive workflow.