Connect a calling app channel in help desk

Please note: if you're a Super Admin, you can opt your account into the beta.

Help your team scale and automate processes by connecting calling apps from the HubSpot Marketplace to your help desk.

Connect a calling app channel

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

4. Click Calling.
5. Click the calling channel you want to connect. At this time, Aircall is the only app available. Learn more about how to integrate Aircall with HubSpot.
6. Select the phone number you want to connect. Then, click Continue to setup.

7. On the Ticket Automation screen, customize which properties new tickets from this channel will include:
   • Click the Ticket pipeline dropdown menu and select a pipeline.
   • Click the Ticket stage dropdown menu and select a status.
   • Click the Ticket priority dropdown menu and select a priority.
8. Continue adding ticket properties by clicking Add another ticket property.
9. Click Next.
10. On the Routing & Configuration screen, customize the following:
    • Name: fill in the channel name.
    • Recording Consent Message: click the Default recording consent message dropdown menu, and select or add an audio message. Learn more about custom recording consent messages.
    • Channel operating hours: click + Add hours to configure the hours for your calling channel.
    • Routing during operating hours: click the dropdown menus for Customer agent or Specific users and teams. Then, click the checkboxes next to each user or team you want to route calls to during working hours. Learn how to set up working hours.
    • Routing after hours: click the Default voicemail message dropdown menu, and select or add an audio message.
11. Click Finish.

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

12. 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:

1. In your HubSpot account, navigate to Service > Help Desk.
2. In any of the ticket list views, click the name of the ticket.
3. From the ticket thread, click Email. Then, click Call. 

4. Select your calling app. Then, select the contact phone number to place your call.