Last updated: November 23, 2023
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When a contact calls you, the HubSpot mobile app uses the phone number values in the Phone number and Mobile number properties to determine the contact who's calling.
To display the contact's information when you receive an incoming call, you need to enable Caller ID in your mobile app or device settings.
Please note: Caller ID works best if:
- Your account has less than 10,000 contacts. For accounts with more contacts, caller ID may not be successfully matched to an existing contact. If there is a reliable mobile connection, Android devices will try to request additional contact information for contacts beyond 10,000.
- Your contacts' phone number values include the + country code and the area code, if applicable (e.g., +353871234567), and don't include any spaces or parentheses.
Enable Caller ID (iOS)
If you're an iOS user, you need to enable HubSpot Caller ID in your device's settings.
- Open your iOS settings on your device.
- Tap Phone.
- Tap Call Blocking & Identification.
- Tap to toggle the HubSpot switch on.
- To ensure Caller ID is enabled in the app, open the HubSpot app on your device.
- Tap Menu, then tap the settings icon in the left sidebar.
- Tap Caller ID.
- You'll see whether or not Caller ID is enabled in the mobile app settings.
When a person calls you, the Caller ID will display the contact's first name, last name, and company name if the caller is in your HubSpot app, but not already in your phone's contact list.
If you already saved the person in your phone's contact list, the information from your phone's contact list will be shown instead.
If you miss the call, the contact's information will display in your iPhone call log.
Enable Caller ID (Android)
If you're an Android user, you need to enable Caller ID in your mobile app settings, and grant HubSpot permissions to access and make calls on your device.
- Open the HubSpot app on your device.
- Tap Menu, then tap the settings icon in the left sidebar.
- Tap Calling.
- Tap to toggle the HubSpot Caller ID switch on.
- In the dialog boxes, grant the required permissions for HubSpot to access and manage calls:
- Click Allow to allow HubSpot to access your call logs. This permission is required to intercept the call and present the Caller ID information.
- Click Allow to allow HubSpot to make and manage calls from your device. This permission is required to match inbound calls and show the Call outcome screen.
- Once you've turned on Caller ID, if you also want to log calls made outside of the HubSpot mobile app, tap to toggle the Log calls switch on. When this setting is enabled, you'll be prompted to log outbound calls with existing contacts outside of the HubSpot mobile app. For inbound calls, you can only log a call made from an existing matching contact in the CRM.
When a contact calls you, the Caller ID will display the contact's first name, last name, company name, and the associated deal name and deal amount. If you miss the call, you'll receive a notification where you can view the contact or select to call them back.
After receiving a call, a Call outcome screen will display where you can select the outcome of the call, log notes and create follow-up tasks. If the Log calls setting is enabled, the call outcome screen will also appear for calls made outside of the HubSpot mobile app with existing contacts in the CRM. For inbound calls, you can only log a call made from an existing matching contact in the CRM. Outbound calls made from within the HubSpot mobile app will always show the post-call screen regardless of the Log calls setting.
Manage Caller ID (Android)
- Open the HubSpot app on your device.
- Tap Menu, then tap the settings icon in the left sidebar.
- Tap Calling > Caller ID.
- Under Call identification, you can turn off Caller ID, manually sync contacts, or turn off the call log screen after calls.
- To turn off Caller ID, click to toggle the Caller ID switch off.
- To manually sync contacts, next to Sync contacts, click the refresh icon. Below Sync contacts, view Last updated and Contacts synced to view the last update timestamp and number of contacts synced to your account.
Please note: contacts are synced automatically every 24 hours. The app doesn't have to be open to sync unless certain OS optimizations are triggered (e.g. battery optimization).
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- To turn off the call log screen after calls, click to toggle the Log calls switch off.
