Log Microsoft Teams calls to HubSpot records

Learn how to log Teams phone calls to HubSpot records. This can be done after you've connected HubSpot and Microsoft Teams.

Before you begin

• You must connect to the Full install version of the Microsoft Teams app. If you connected the Limited install version, uninstall the app and install the Full install version. 
• Users must be mapped between HubSpot and Microsoft Teams for calls to log to HubSpot records. 

Turn on automatic logging for Teams calls

• In your HubSpot account, navigate to Data Management > Integrations.
• Click Microsoft Teams.
• Click the Teams Phone tab. 
• Select the checkboxes for the calls you want to automatically log: For outbound calls and For inbound calls. The selected call type will automatically log to the contact record, the primary associated company record, and any associated deal records.

Once the call is added to the contact record, the person who made the call will get a message in Teams from the HubSpot bot telling them that the call has been recorded. Users will also be able to edit details of the logged call from the notification.

Please note: due to latency on Teams calls, it takes an average of 15 minutes and up to 60 minutes for the call to log to the record. 

Additional functionality

You must configure settings outside of HubSpot for click-to-call functionality or inbound call routing.

Turn on click-to-call

Click-to-call functionality is only available for Windows users. Once configured, you can initiate a Teams Phone call from a HubSpot record page by clicking the externalLink icon next to the phone number. 

If you have Windows 10:

• Click the Start button and select Default apps.
• Click Choose default apps by protocol. 
• Click TEL and select Microsoft Teams. 

If you have Windows 11:

• Click the Start button and select Default apps.
• Click Choose defaults by link type. 
• In the TEL section, select Microsoft Teams. 

Route inbound calls from Teams Phone to HubSpot contacts

• Navigate to your Microsoft Teams admin center.
• In the left navigation bar, navigate to Voice > Calling policies. 
  • To turn on inbound call routing to HubSpot for all users, click Global policy
  • To turn on inbound call routing to HubSpot for specific users, create a new policy and then assign it to the specific users
• In the policy, click to toggle the Open apps in browser for incoming PSTN calls switch on.
• Paste the following URL: https://app.hubspot.com/msteams-integration-ui/{Your HubID}/calling/redirect/{phone}
  • Replace {Your HubID} with your account's Hub ID.
  • {phone} should not be replaced in the URL. 
• Navigate to your Microsoft Teams settings and click Calls.
• Click to toggle the Allow third party apps to automatically open in a new browser window for incoming PTSN calls switch on.

Once set up, you can receive inbound calls from Teams Phone to your HubSpot contact records.