Using the CTM Embedded Phone in HubSpot

Use the CTM softphone directly inside HubSpot, so your team can place and receive calls without leaving the CRM. When enabled, CTM can be used as your calling provider inside HubSpot and automatically logs supported call activity back to the related record.

For more information on our HubSpot integration, see this article. 

What This Feature Does

The HubSpot embedded phone lets your team:

• Place outbound calls from HubSpot using the CTM softphone
• Receive inbound calls in HubSpot
• Send and receive text messages through CTM
• Match calls to HubSpot contacts when a matching record is found
• Log call activity to HubSpot
• Log SMS activity to the HubSpot timeline, and sync SMS threads to HubSpot Inbox/Help Desk when that is enabled

This is designed for teams that want agents working in HubSpot, with CTM handling call routing, tracking, and call controls.

Before You Begin

Make sure the following are already in place:

• Your CTM account is already connected to HubSpot
• Your CTM plan includes the Softphone
• Each agent who will use the embedded phone has both a CTM user and a HubSpot user
• Agents who will be using the phone are mapped in the HubSpot integration settings
• If you want text messaging, SMS sync, or Custom Channels must also be enabled for the account
  • HubSpot Custom Channels support is only available on certain HubSpot plans.

NOTE: Only one CTM HubSpot phone connection can be active per HubSpot portal. If multiple CTM accounts are connected to the same portal, only one account can enable the embedded phone at a time.

How to Enable the HubSpot Embedded Phone

1. In CTM, open your HubSpot integration settings.
2. Go to HubSpot Embedded Phone & Text.
3. In the Embedded Phone section, click Connect HubSpot Phone.

Once connected, CTM registers the embedded phone with HubSpot and makes it available as the CTM Phone inside HubSpot.

How it Works For Agents

After setup, agents can use the CTM Phone from within HubSpot records and calling surfaces.

For outbound calls:

• The agent starts the call from HubSpot
• CTM places the call through the CTM softphone
• CTM attempts to associate the call with the selected HubSpot contact, when available
• A HubSpot call engagement is created for the call

For inbound calls:

• The call is delivered through CTM
• If your HubSpot account supports inbound calling for the embedded phone, the agent can answer within the HubSpot experience
• CTM attempts to match the caller to an existing HubSpot contact when possible

After the call:

• The call engagement remains in HubSpot
• CTM updates the engagement with the completed call details
• If recording is enabled and available, the recording is sent back to the related HubSpot call record

For text messages:

• CTM logs supported SMS activity to the HubSpot timeline when enabled
• If Custom Channels is enabled, SMS threads can also sync to the HubSpot Inbox/Help Desk

Troubleshooting

The phone says "Not connected"

Reconnect the phone from the HubSpot integration settings in CTM. If the connection still does not complete, confirm the HubSpot account is still linked and active.

A user cannot access the phone

This usually means the user is not mapped correctly between HubSpot and CTM, or the embedded phone is not enabled for the account. Confirm the user exists in both systems, is mapped in CTM, and that the CTM account has Softphone access.

Calls are not matching to the right contact

Review the phone number and contact data stored in HubSpot. Matching depends on CTM finding the correct HubSpot contact for the call.