HubSpot call tracking brings your Infinity call data into HubSpot, where each call appears on the timeline of the contact it belongs to. This guide shows you how to connect Infinity to HubSpot, choose which calls are sent, and find call events in HubSpot. It also explains how calls are matched to contacts and when PII is shared.
What is HubSpot?
HubSpot is one of the world's leading marketing automation platforms.
Infinity's integration with HubSpot pushes phone calls into HubSpot, where they appear on the timeline for the contact in question. This gives you a more complete view of the impact of your HubSpot campaigns.
How does HubSpot call tracking work?
With hubspot call tracking, when someone who has responded to a HubSpot campaign makes a phone call, we capture that call as an event and pass it into HubSpot.
You can link phone calls back to the HubSpot activity that helped drive the call, and see the call on the timeline for that contact.
Create a HubSpot integration
Configure the integration in Infinity
- Log in to the Infinity Platform and select Settings from the bottom of the left-hand navigation. Then select Integrations > Homepage.
- Find HubSpot in the drop-down. This can be a chargeable integration, so additional charges may apply.
- Give your integration a name. It is called HubSpot by default, but you can edit it. Choose a name you will easily recognise later.
- Select Authorise Infinity to start the flow that connects your Infinity and HubSpot accounts, so that we can pass call events into HubSpot.
- Select the HubSpot account you want to link, then enter your HubSpot username and password to continue.
- You will see a confirmation page. Select the orange Grant access button to continue.
- As an optional step, decide whether to create a new contact in HubSpot when the caller does not match a known contact. We suggest setting this to No to begin with.
- Next, decide whether to pass PII into the HubSpot integration. This is unchecked by default, which means caller IDs and other PII pushed into HubSpot are redacted.
- Because a key feature of the integration is enriching existing contact records with phone numbers where they do not already exist, we recommend enabling PII so the caller ID is passed into HubSpot unredacted. This lets you call the contact if you wish, and it helps the matching process.
- We pass all calls into HubSpot by default. You can change this using the options in What do you want to send? We recommend starting with this option and refining it as needed.
- Call events should be visible in HubSpot within a matter of minutes.
View the data in HubSpot
Viewing Infinity data in HubSpot is quick and easy. Once hubspot call tracking is set up, call events sit alongside your other HubSpot activity. The first step is to add the Infinity call events to your filter set, so you can quickly see call events in HubSpot.
- In HubSpot, select Contacts from the Contacts menu, choose any contact and select their name to open the contact record.
- From the middle panel in HubSpot, select the Filter activity link and tick the box next to Infinity Call Tracking in the Integrations section, as shown below.
This adds the Infinity calls to the visitor timeline. You can then see all call events from that contact on its timeline. Call events appear as Infinity Call Tracking, and show the caller ID and the date and time of the call. Select Details to expand the view, which shows more information and a link to the call in Infinity.
Important notes on the HubSpot integration
Hubspot call tracking is a quick and easy way to surface call activity within HubSpot. There are three things to consider when you set it up: whether to create new contacts where they do not already exist, the PII settings, and how contact records are enriched.
Creating new contacts
When a call to one of your tracking numbers ends, we send the call to HubSpot as a call event. We either link the call activity to an existing HubSpot contact record or, optionally, create a new contact. The process is as follows:
- First, we search for a HubSpot tracking cookie that identifies a caller's previous web sessions. If we find one, we link the cookied user to the call and show the call on the contact's timeline in HubSpot.
- If there is no tracking cookie, we search your HubSpot contact phone numbers for a match. If a match is found, we add the call activity to the existing contact in HubSpot.
- If we cannot find a match for a caller, we do not push the call into HubSpot. The integration is built to enrich known contacts with call events, rather than push call events from unknown visitors you may struggle to contact.
- You control this behaviour with the Automatically create new contacts setting in the integration setup form.
PII settings
- Infinity takes a safety-first approach to PII in integrations, to stop you accidentally sharing personally identifiable information with third-party integrations.
- The PII checkbox is unchecked by default, which means caller IDs pushed into third-party platforms are redacted, with the last 4 digits replaced by xxxx.
- We believe there is a strong case for enabling PII in the HubSpot integration. The caller ID is used in the matching process, so if you do not allow it to pass into HubSpot unredacted, your match rate may be lower.
Enriching contact records
- When a call is linked to a contact record in HubSpot, we check whether that contact already has a phone number. If it does not, we add the caller ID from the call. If it does, we do not replace it with the caller ID used on the call.
- You can still see the caller ID for the call on the Infinity call event on the contact's timeline, so you can add it to the record yourself if you wish.