What does this do?
This integration allows Aloware's call detail records (CDR) and message detail records (MDR) to be logged directly into HubSpot. It captures both call and SMS interactions, ensuring that all communication records are accurately transferred to HubSpot contacts.
The logs can be configured to appear as either standard HubSpot communication activities (calls and SMS) or as events under the 'Aloware cloud contact center.'
What problem does this solve?
This integration resolves inconsistencies in communication logging between Aloware and HubSpot. By providing unified call and SMS logs, it eliminates the manual effort required to track customer interactions, reduces the risk of data duplication, and improves the accuracy of communication records. This streamlined logging process helps businesses maintain a complete interaction history, facilitating better customer management and reliable reporting.
How can a business admin use this?
A business admin can leverage this integration to configure how call and SMS logs are recorded in HubSpot. By selecting the appropriate logging settings, they ensure that communication records are streamlined and non-duplicated, facilitating better oversight and reporting. This helps in aligning communication history with broader business analytics and customer engagement strategies.
Communication activities preferences
Admins can customize the logging preferences for calls and SMS under the communication activities preferences in the HubSpot integration settings:
Call and SMS logs settings in HubSpot integration settings
Log text messages as SMS activity
When enabled, SMS messages are logged as both standard SMS activities and Integration events.
Logged SMS activity (communication)
When disabled, they appear only as 'Aloware Cloud Contact Center' events.
'Aloware Cloud Contact Center' event (integrations)
Send call events (Beta)
When enabled, call logs appear as both call activities and integration events. When disabled, calls are logged solely under call activities.
Call Activity (communication)
'Aloware Cloud Contact Center' event (integrations)
Email, Note, and Fax logs explained
Email Log
Emails exchanged with customers are logged in HubSpot as Email Activity (COMMUNICATION). This allows teams to view all email correspondence within the contact's timeline for reference.
Note Log
Notes added during calls, messages, or interactions in Aloware are recorded as Note Activity (TEAM ACTIVITY) in HubSpot. This provides a simple way to store and share important details about customer interactions for team use.
Fax Log
Faxes sent or received via Aloware are logged as Note Activity (TEAM ACTIVITY) in HubSpot. This ensures fax communications are tracked alongside other interaction types for record-keeping.
How can an agent use this?
Average users benefit from simplified access to a complete record of customer interactions. The integration automatically logs calls and SMS activities in HubSpot, providing a clear history without duplicates. This helps users easily track conversations and manage follow-ups, enabling them to focus on effective communication with customers.
How does this relate to our other tools?
The integration works seamlessly with Aloware's dialer and messenger tools, including Talk2, the HubSpot dialer, power dialer, and sequences. It ensures that all conversation logs are captured, whether they occur through direct calls, SMS, or within a HubSpot workflow. This consistency across different tools provides a comprehensive view of customer interactions, enhancing data analysis and management capabilities.