Plan requirement
| Subscription | x-bees Standard or higher, UC-Business or higher (Collaboration 7) |
See who is calling, open their HubSpot record, log an activity and create a task, without leaving the conversation.
Finding people
HubSpot contacts appear in Live Search, in the dialpad when the contact has a phone number, and when you start a new conversation. You search once and get colleagues and customers together.
The Info tab
Open a conversation with a matched contact and the Info tab shows their HubSpot details. From there you can:
- Open the contact in HubSpot
- Log a call, email or meeting
- Create a task and see the existing ones
- Look through the activity history
- Correct the match if the wrong contact was linked
When the wrong contact is linked
Change the match from the Info tab. New activity then goes to the contact you picked. Activity already logged stays where it was, so fixing a match does not tidy up history retroactively.
Create a contact without switching
Someone calls who is not in HubSpot yet? Create the contact straight from x-bees. It is the difference between capturing a lead and meaning to.
It needs an email address. A caller who has given you only a phone number cannot be created this way, which is worth knowing before you promise somebody you will add them.
What gets logged automatically
| Logged | Calls and conferences with a matched contact, including participants, duration, timestamps and transfers. Missed calls too, when the number matches. |
| Not logged | Calls from unknown numbers and internal calls between colleagues. |
Log the outcome in the call window that stays open when a call ends, if Keep Call Dialog after the call is switched on. Ten seconds then beats trying to remember three days later what was agreed.
Missed calls to a call group are a special case
A missed call to a call group is logged against the first agent in the queue, not against the group. And it is logged only if that agent is signed in to the HubSpot integration; if they are not, the missed call may not reach HubSpot at all.
So a team whose first-in-queue colleague is on holiday can lose missed-call logging without anyone changing a setting. Check this before you build a report on missed calls.
Deleting in HubSpot does not clean up here
A contact you delete in HubSpot stays visible in x-bees and Collaboration 7. The integration reads from HubSpot but does not mirror removals, so somebody you deliberately removed can still turn up in a search. Treat HubSpot as the place where the record lives and this as a window onto it.
Two things that look like faults
After signing in again, refresh the HubSpot page before you try to call. Until you do, the call button does nothing and there is no message explaining why.
And you can only choose which device a call goes out on once you have completed one call in the session. Before that the choice is not offered, which reads as a missing setting rather than a sequence.
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