Plan requirement
| Subscription | x-bees Standard or higher, UC-Business or higher (Collaboration 7) |
Almost always the plan. CRM integrations start at x-bees Standard, so a user on x-bees Basic can call normally while nothing reaches HubSpot.
Why does one colleague log calls and another does not?
In WMS, go to Users, edit the user and look at License type. CRM integrations need x-bees Standard or higher, or UC-Business or higher on Collaboration 7.
This is the cause in most cases, and it is worth ruling out before you touch any integration settings.
If the plan is right
- Only one of the two installation steps is done. HubSpot Auto Logging handles the logging; the HubSpot app handles contact data. Enabling just the app gives you contact lookup with no logging.
- The call is one that is never logged. Calls from an unknown number, calls cancelled within five seconds, and calls between users on the same PBX are excluded by design.
- The number does not match a HubSpot contact. Logging happens against a matched contact. No match, no activity.
They are logged, but on the wrong contact
A different problem with the same feel. Where a number matches more than one HubSpot contact, the activity goes to the newest of them, but only if that duplicate was created after the integration was installed. Duplicates that already existed are matched at random, which is why the same number can land on a different record each time.
You can change the match, and this is what that does: new activities go to the contact you chose, and everything logged before stays where it was. Merging the duplicates in HubSpot is the fix that lasts.
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