3CX Integration – Only Some Calls Logging in HubSpot

[ReeceArmstrong@CS]

Hi everyone,

We recently switched from Aircall to 3CX and installed the 3CX Integration app via the HubSpot Marketplace. The integration is connected successfully, but we’re experiencing an issue: only some calls are being logged on contact records in HubSpot.

Just like Aircall, 3CX has a web dashboard. The only calls that appear in HubSpot are those where the contact already exists in the 3CX dashboard.

In other words, if the contact does not exist in 3CX, the call does not get logged in HubSpot - even though the contact already exists in HubSpot with the same phone number.

For example:

• We made three test calls on the same day.
• Only one of those calls was logged in HubSpot - the one where the contact already existed in 3CX.
• The other two contacts exist in HubSpot (with matching phone numbers) but were not added in 3CX, and no call activity appeared on their records.

It seems that 3CX only logs calls in HubSpot when the corresponding contact also exists in 3CX.

Each call made via 3CX should log against the matching contact in HubSpot. If no contact exists, a new one should be created automatically (as was the case with our previous provider, Aircall).

HubSpot Support reviewed this and confirmed that there’s nothing on their side preventing the calls from being logged. Their recommendation was to contact 3CX Support directly, as the issue seems to be related to how 3CX handles contact syncing and call logging.

Has anyone else experienced this issue or found a way to ensure all calls from 3CX (even to numbers not already saved in 3CX) are logged in HubSpot?

Any advice or troubleshooting tips would be greatly appreciated!

Thanks in advance.

 

[Evolute IT]

1. Make sure your contacts are actually matching during a call (the dialer shows the "CRM" link.)
2. Make sure numbers are stored in E164 in HubSpot, and set 3CX (Admin > System > Phonebook > Options > Match) to either "Match exactly" or "Match 9/10 digits" (9 for UK/EU/AU, 10 for NA)
3. Calls won't log if a user in HubSpot matching the 3CX agent email is not found.

We are specialized in CRM integrations for 3CX, so if you need any assistance, let us know.

 

[ReeceArmstrong@CS]

1. Make sure your contacts are actually matching during a call (the dialer shows the "CRM" link.)
2. Make sure numbers are stored in E164 in HubSpot, and set 3CX (Admin > System > Phonebook > Options > Match) to either "Match exactly" or "Match 9/10 digits" (9 for UK/EU/AU, 10 for NA)
3. Calls won't log if a user in HubSpot matching the 3CX agent email is not found.

We are specialized in CRM integrations for 3CX, so if you need any assistance, let us know.

Hi ConceptsWeb,

1. This is only happening for some users.
2. This change has been made and nothing has changed.
3. Confirmed to be fine as testing all with the same user.

Any other ideas would be much appreciated.

Thanks!

 

[Evolute IT]

Hi ConceptsWeb,

1. This is only happening for some users.
2. This change has been made and nothing has changed.
3. Confirmed to be fine as testing all with the same user.

Any other ideas would be much appreciated.

Thanks!

We would need to see the log files to see what's going on. It's often phone number formats.

 

[ReeceArmstrong@CS]

We would need to see the log files to see what's going on. It's often phone number formats.

How would I go about passing these over to you? Thanks!

 

[Evolute IT]

How would I go about passing these over to you? Thanks!

You can email us via the email on our website, or via DM on the forums (use a Google Drive/OneDrive link.)