This article describes how LeadDesk Talk interacts with Hubspot; allowing agents to set up outbound calls.
Customer phone number management
Talk interacts a public and private app within Hubspot. It searches for a match with phone numbers as listed within a Contact, using the system default fields for phone numbers.
Outbound calls (click-to-call) made by the agent, copy the number "as is" into Talk.
If the number is written in a local format, the number is appended by your account's default country code. If the number is written in an international format, the number is called as such.
Agents can generate a call from the Contact card, using the number linked to the entity. The activity is automatically logged at the end of the call to the entity.
Reviewing your Hubspot data
To review your own Hubspot customer data, the contact section can easily be used as a reporting tool, pulling data for all contacts.
Need help? Reach out to your LeadDesk Account or Customer Success Manager.
Call logs in Activity History
Call related information
When a call is made, call data is pushed into Hubspot automatically after the call is closed. This activity is locked to your agent as always. Call related information is available as:
- Comment field: the agent's comments (if activated) and (optional) a link to the call recording. E.g., +3584012345678 Outbound: Callback https://rec.leaddesk.com/.../roel.vanderknoop-3584012345678-20230101-1200-134000.mp3
Note: access to call recordings can be limited in a variety of ways. Even though you might be able to see the link does not mean that you have access.
- Outcome: Connected or Not connected, indicating whether or not the customer answered the call.
- Direction: the direction of the call: "Outbound".
- Duration: the length of the call, expressed as mm:ss.