Connect a calling app channel in help desk

If your team uses calling apps from the HubSpot Marketplace, you can connect your apps to the help desk. This can help your team scale and automate processes.

If you're a Super Admin, learn how to opt your account into the beta.

Connect a calling app channel

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, under Tools, click Inbox & Help Desk > Help Desk. 
• Click the Connect a channel dropdown menu in the top right. Then click Connect a new channel.

• Click Calling.
• Click the calling channel you want to connect. At this time, Aircall is the only app available. Learn more about how to integrate Airccall with HubSpot.

• Select the phone number you want to connect. Then, click Continue to setup.

Please note: if you do not see the above setting in your Aircall account, contact Aircall Support.

• Click Continue to setup in the bottom right.
• To customize which properties new tickets from this channel will include, on the ticket automation page, click Set ticket properties for this channel. In the right panel: 
  • Click the Pipeline dropdown menu and select a pipeline.
  • Click the Ticket status dropdown menu and select a status.
  • Click the Ticket priority dropdown menu and select a priority.
• Click Done.

Receive an inbound call using your calling app

Please note: Your device ringing should be set to Ring in HubSpot to receive inbound calls in the HubSpot browser.

Once the channel connection is complete, when you receive an inbound call, it'll ring in the browser in your calling app.

Make an outbound call using your calling app

To place an outbound call from the help desk:

• In your HubSpot account, navigate to Workspaces > Help Desk.
• In any of the ticket list views, click the name of the ticket.
• From the ticket thread, click Email. Then, click Call. 
• Select your calling app.