Configuring CRM Integrations - Hubspot
- Taupheeq Omar (Unlicensed)
Configuring CRM Integrations
Please refer to the steps explained in configuration settings ‘Generic CRM’ Tab before reading below information
Integration Editor
Name – The Hubspot profile name.
Integration – Select from dropdown list ‘Hubspot CRM’
Requires User Login – Leave unchecked
Configure Integration – Refer to section below
Runs in Local Mode – Leave unchecked
Configure Integration
General Settings
Access Token – Refer to Hubspot article for creating access token: Migrate an API key integration to a private app (hubspot.com). Also refer to Configuring CRM Integrations - Hubspot | Create a new private app and generate Access Token and Configuring CRM Integrations - Hubspot | Hubspot Softphone Integration
Credentials – This will be filled automatically according to the other settings below it.
Username – Not required
Domain – Not required
Password – Not required
The ‘Login’ button will test the credentials and advise when successful - Not required
Incoming Call
Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Create Journal before Pop – Saves the Phone Call Activity before it is popped. This option is available only when ‘Pop Journal Entry’ is checked.
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Ignore Internal Calls – Disables all integration features when the incoming call comes from an internal source.
Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in CRM.
Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM.
Create Callback Task – Creates a Task to remind agent of the missed call.
Create Unlinked Callback – Creates a Task to remind agent of the missed call, even when contact is not found in CRM.
Outgoing Call
Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Ringing – When the call is still ringing.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Create Journal before Pop – Saves the Phone Call Activity before it is popped. This option is available only when ‘Pop Journal Entry’ is checked.
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
Ignore Internal Calls – Disables all integration features when calling an internal number.
Pop Unlinked Journal – Displays new Phone Call Activity even when contact is not found in CRM.
Log Unlinked Call History – Creates an entry to History even when contact is not found in CRM
Campaign Call
Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the next campaign call is assigned to agent.
When Ringing – As soon as the call rings.
When Answered – When the agent has answered the call.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered
Log Call History – Creates an entry in History.
Attach Recording – Creates a link to the call recording file in History.
OmniChannel
Screen Pop – Displays the Contact screen when the caller is found.
Never – The feature is disabled.
When Presented – When the email is assigned to agent.
Pop Journal Entry – Displays the new Phone Call Activity screen once the call is answered.
Log Integration in History – Creates a log of the interaction in History
Create a New Private App & Generate Access Token
In your HubSpot account, click the settings icon in the main navigation bar.
In the left sidebar menu, navigate to Integrations > Private Apps.
Click Create private app.
On the Basic Info tab, configure the details of your app:
Enter your app's name.
Hover over the placeholder logo and click the upload icon to upload a square image that will serve as the logo for your app.
Enter a description for your app.
Click the Scopes tab.
Next, select following scopes
crm.lists.read
crm.lists.write
crm.objects.contacts.read
crm.objects.contacts.write
account-info.security.read
oauth
After you're done selecting your scopes, click Create app in the top right. You can always make changes to your app after you create it.
In the dialog box, review the info about your app's access token, then click Continue creating.
With your private app created, click Show token under your access token to reveal it.
Insert this access token to CyDesk (instead of old API Key)
HubSpot Softphone Integration
This section covers the requirements for enabling CyDesk click to dial functionality from within Hubspot.
Step 1: Create a developer account in HubSpot
If you don't already have a HubSpot developer account, sign up for one here.
Step 2: Create a an app in HubSpot
For this we need a developer account (which we created in step 1)
Once you’re set up and signed in, you'll start on the developer account homepage, where you'll have the option to create your first app or create a test account. Click “Create an app."
You can also start from the Apps dashboard using the “Create app” button.
In create app page you will two tabs i.e. App info and Auth
Next, you’ll fill out some basic information and settings for your app.
In the next tab i.e., Auth, we will get App Id which we need to copy and store
In Auth page enter redirectURL to “cytrack.io”. It is important to copy the URL exactly as in quotes otherwise the verification will fail.
At the bottom of the page to add new scopes to app, from the available scopes select crm.objects.contacts with Read access
Step 3: Install the app on customers main hubspot portal
In step 2 we created an App, now we get an OAuth URL
Copy that OAuth URL and enter it in new browser tab and install it to the customers main account.
After successful install it will redirect to redirectURL (https://www.cytrack.io/ ) and provide code in url. Copy this code and insert it into script1 file found in Configuring CRM Integrations - Hubspot | Script Files.
Also update the ClientId and ClientSecret in script1.
Then execute the script1 file.
Step 4: Now generate HubSpot API key.
Go to the developer account homepage then click on Apps in top menu. It will take you to Apps page. On this click on “Get HubSpot API key”.
This will generate the Hubspost API key. Store this api key.
Step 5: Now Add SoftPhone in Hubspot
For this we need to execute the script2 file found in Configuring CRM Integrations - Hubspot | Script Files.
Update App Id that we got in step 2 into script 2 file.
Update hapikey (the the api key which we generated in step 4) that into script 2 file.
Update url script 2 file to "https://server-teams-production.azurewebsites.net/hubspot-integration?url=https://server:5000" (after URL enter customers DeskWeb path)
Script Files
