Integrating CallTrackingMetrics with HubSpot

The CallTrackingMetrics integration with HubSpot allows you to create a new contact or update an existing contact in HubSpot for each unique caller in your CallTrackingMetrics account. This includes all the valuable session information associated with the call, text, chat, or form. With this data, you will have a holistic view of your leads. You can also manage call conversions in HubSpot. The HubSpot integration is available on Marketing Pro, Sales Engage, Enterprise, Growth, and Connect Plans.

• Map your CTM users to users in HubSpot.
• Create triggers to insert, update, or upsert (update or insert) objects in HubSpot based on custom field mappings.
• Fire triggers in CTM based on whether a record is found in HubSpot.
• Automatically associate a Contact with a Company or a Deal in HubSpot.

Requirements:

• A HubSpot plan with API access is required for this integration.
• The HubSpot integration is not available on all CTM plans. Click here to learn if your plan supports this integration and to learn how to upgrade.

HubSpot requires all contacts to have an email address associated with them. CallTrackingMetrics will attempt to capture email addresses when enhanced caller ID is enabled. Not all contacts will have a matching email address in the enhanced caller ID database. If the email address is entered manually, the integration will automatically create an email address for the contact. An email will be automatically supplied to the HubSpot contact record if none is found in the CTM contact record, in the following format: {{phone_number}}@hubspot.com, e.g., [e-mail].

 Connecting CTM to HubSpot

1. 1. Navigate to Settings → Integrations → HubSpot.
   2. Click Connect to HubSpot.
   3. 
   4. 
   5.  Enter the default owner you wish to use for records created. You may choose a specific user assigned to record to the agent who answered the call.
   6. Scroll to the Default Record Ownership section of the integration page.  The lead owner you choose must be mapped to a user in HubSpot; otherwise, the user who linked the integration will be the default owner.

Agent Mappings

Once your accounts have been linked, map the users in your CTM account to the corresponding users in your HubSpot account.  

1. From the HubSpot setup page, scroll to the Agent Mapping section.
2. This section will populate with the list of users detected in the HubSpot account. Select an agent drop-down menu and apply the corresponding CTM user name for each member you would like to map between accounts.
   
3. Click Save Mappings.

1. Field Mappings

   Field Mappings determine what data from your CallTrackingMetrics account will appear in your HubSpot account. You can apply mappings for any HubSpot object type (such as a Lead or Contact) and use triggers to specify when those mapped fields are updated.

   1. Next, go to the →  HubSpot setup page, and scroll to the Field Mappings section.
   2. Select → Add Mapping.
   3. Use the drop-down menu to select the type of object to create a mapping for (Contact, Company, or Deal).
   4. Click Untitled Mapping at the top of this list and Enter a Name for the Mapping. Note: use a name that gives you an idea of what fields have been mapped to, making the trigger setup easier.
   5. Use the drop-down menu to select the corresponding CTM field for each HubSpot field you map. Choose a default value for each mapped field and select if new data will overwrite existing values in HubSpot. Note: If there is no field in HubSpot to match the CTM field you want to map, you can create a custom field in HubSpot, and then choose the name and field type.
   Click → Save Mappings.
   
   

Existing mappings will be displayed in the Saved Mappings tab. You may edit or delete them from this view at any time.

Creating Triggers

When you have created the mappings for the fields that were updated in HubSpot, create one or more triggers to specify when that data should be updated. Click here to learn more about triggers.

1. Navigate to Flows → Triggers and click New Trigger.
2. Enter a name for your trigger.
3. Use the drop-down menu to select when the trigger should run. We recommend running triggers at the end of a call using HubSpot. This will ensure that all the data associated with the call is collected and sent to HubSpot.
4. Select to have the trigger run for all activities or assign specific tracking numbers to this trigger.
5. Click → +Add Workflow. 
6. Select the rules that should apply to the trigger. You may wish to set rules for calls over a certain duration. Here is an option to only have a trigger run for first-time contacts.
7. Select →  Add Action and select HubSpot Record Sync.
8. Using Entity Mapping, select the name of the Mapping you wish to use with this trigger.
9. Select whether you would like to only add new records, only update existing records, or both (Insert Only, Update Only, or Update or Insert).
10. Check the applicable boxes to associate the contact with the activity. Then set a record owner (other than the default).
11. Save Changes

Unlinking your HubSpot Account in CTM

1. At the top of the integration page, click the Unlink HubSpot button.
2. Click the Unlink HubSpot Account. This will stop all calls syncing to HubSpot.

How to Uninstall the CTM App in HubSpot

To disconnect an app from your HubSpot account:

1. In your HubSpot account, click the settings icon in the top navigation bar. In the left sidebar menu, navigate to Integrations > Connected Apps.
2. Click Actions on the app you want to disconnect, then click Uninstall.
3. In the dialog box, type “uninstall” in the text field and click Uninstall.

Disclaimer: Disconnecting this integration will not cancel your HubSpot or CallTrackingMetrics accounts. Any workflows or lists using CallTrackingMetrics data may stop working. Any existing data in HubSpot will remain available, but no new data will be written, read, or made available for use.