This document outlines the core workflows and functionality of the Call Center Studio Softphone application integrated with HubSpot CRM, including authentication, inbound/outbound call management, and automatic ticket creation.
Workflows and use cases
Use case 1: User authentication, integration settings, and agent status
Goal: Configure the integration settings, log in to the Softphone, and set the correct agent status to handle calls.
Open the integration settings in HubSpot via HubSpot Settings.
Configure the Call Center Studio Connection: in the Tenant field (required), enter your Call Center Studio tenant address (domain). This connects HubSpot to your call center platform.
Open the Softphone widget within HubSpot CRM.
Enter your user email and password to log in.
Set your status to Ready. Your status must be Ready to initiate outbound calls or receive inbound calls.
Use case 2: Outbound call via the CRM Contact module (click-to-dial)
Goal: Initiate an outbound call directly from a HubSpot contact record.
Make sure the Softphone status is set to Ready.
Navigate to Contacts in HubSpot CRM and open a contact record.
Click the contact's phone number.
The Softphone triggers automatically and initiates the outbound call.
Use case 3: Outbound call via the Softphone dialpad
Goal: Manually dial a number using the integrated Softphone dialpad.
Make sure the Softphone status is set to Ready.
Open the Softphone dialpad.
Type or paste the destination phone number into the dialpad.
Click the Call button to start the call.
Use case 4: Inbound call handling and automatic ticket creation
Goal: Receive an incoming call from a customer and verify automatic ticket creation in HubSpot.
Make sure the Softphone status is set to Ready.
The end user dials the assigned tenant phone number to initiate an incoming call.
An incoming call pop-up notification appears on the agent screen.
Click the Accept button on the pop-up to answer the call.
Verify that the call is connected and active.
Verify that a Ticket is automatically created in HubSpot CRM for the incoming call.