3CX logged calls in HubSpot: How to assign them to an agent?

SantiagoBS · Sep 17, 2021

Hi all

We use 3CX with HubSpot as CRM. 3CX automatically logs all Calls in the HS Activitiy Feed.

Current Problem: All those 3CX Calls are shown in the HubSpot-Dashboard as Unassigned. See dashboard-screenshot:

On the next screenshot (Activity Feed) you see a call log that was logged manually (first note) and another one that directly came from 3CX.
As you can see, the Subject of both logs are different. The first one (Subject: Logged call - Connected by Santiago Hernandez) is correctly shown in the dashboard (=assigned) and the second one (Subject: Call - Connected) is shown as unassigned.

Question: Do any of you have experience with this issue and know how the 3CX Call Logs can be directly assigned to an agent (in the subject)?

Can we maybe solve this through the following Template?

Thank you and best regards, Santiago

Evolute IT · Sep 17, 2021

See here: https://www.3cx.com/community/threa...ation-set-owner-in-engagement-api-call.83495/

SantiagoBS · Sep 17, 2021

Frederick Marcoux said:
See here: https://www.3cx.com/community/threa...ation-set-owner-in-engagement-api-call.83495/

Hi Frederick. Thank you very much for reply!

So may I "only" take over this part? That's all or have you changed more in that template?

edossantos · Sep 20, 2021

Hello @SantiagoBS,

Please note that this is something that we will be adding to the official 3CX template, probably in 3CX v18 Update 2. We will do the mapping using the email address configured for the 3CX extension, and the email address of the agent in HubSpot.

If you're not in a hurry and can wait until Update 2 becomes available, then you will be using the official 3CX template, and wouldn't need to make manual changes to the template.

SantiagoBS · Sep 21, 2021

edossantos said:
Hello @SantiagoBS,

Please note that this is something that we will be adding to the official 3CX template, probably in 3CX v18 Update 2. We will do the mapping using the email address configured for the 3CX extension, and the email address of the agent in HubSpot.

If you're not in a hurry and can wait until Update 2 becomes available, then you will be using the official 3CX template, and wouldn't need to make manual changes to the template.

Hi @edossantos

Thank you for your reply. This are good news

Nevertheless, we would like to make the needed changes to our template as we are making over 200 calls per day and the dashboard statistics are important to us.

Can you please help us? Thank you!!

edossantos · Sep 21, 2021

SantiagoBS said:
Hi @edossantos

Thank you for your reply. This are good news

Nevertheless, we would like to make the needed changes to our template as we are making over 200 calls per day and the dashboard statistics are important to us.

Can you please help us? Thank you!!

This is how you should do this for the ReportCall scenario:

XML:

    <Scenario Id="ReportCall" Type="REST">
      <Request SkipIf="[ReportCallEnabled]!=True||[EntityId]==&quot;&quot;"
                       Url="https://api.hubapi.com/owners/v2/owners?email=[AgentEmail]"
                       RequestType="Get" ResponseType="Json" />
      <Rules>
        <Rule Type="Any" Ethalon="">ownerId</Rule>
      </Rules>
      <Variables>
        <Variable Name="OwnerId" Path="ownerId" />
      </Variables>
      <Outputs AllowEmpty="false" Next="CreateCallActivity">
      </Outputs>
    </Scenario>
    <Scenario Id="CreateCallActivity" Type="REST">
      <Request Url="https://api.hubapi.com/engagements/v1/engagements"
                       RequestContentType="application/json" RequestEncoding="Json"
                       RequestType="Post" ResponseType="Json">
        <PostValues Key="">
          <Object Key="engagement">
            <Value Key="active" Type="Boolean">True</Value>
            <Value Key="type" Type="String">CALL</Value>
            <Value Key="ownerId" Type="Integer">[OwnerId]</Value>
          </Object>
          <Object Key="associations">
            <Array Key="contactIds" If="[EntityType]==Contacts">
              <Value Key="" Type="Integer">[EntityId]</Value>
            </Array>
            <Array Key="companyIds" If="[EntityType]==Companies">
              <Value Key="" Type="Integer">[EntityId]</Value>
            </Array>
          </Object>
          <Object Key="metadata">
            <Value Key="toNumber" Type="String" If="[CallType]==Inbound||[CallType]==Missed">[Agent]</Value>
            <Value Key="toNumber" Type="String" If="[CallType]==Outbound||[CallType]==Notanswered">[Number]</Value>
            <Value Key="fromNumber" Type="String" If="[CallType]==Inbound||[CallType]==Missed">[Number]</Value>
            <Value Key="fromNumber" Type="String" If="[CallType]==Outbound||[CallType]==Notanswered">[Agent]</Value>
            <Value Key="status" Type="String">COMPLETED</Value>
            <Value Key="durationMilliseconds" Type="Integer" If="[CallType]==Inbound||[CallType]==Outbound">[[[DurationTimespan].get_TotalMilliseconds()].ToString("F0")]</Value>
            <Value Key="durationMilliseconds" Type="Integer" If="[CallType]==Missed||[CallType]==Notanswered">0</Value>
            <Value Key="body" Passes="2" Type="String" If="[CallType]==Inbound">[Subject] - [InboundCallText]</Value>
            <Value Key="body" Passes="2" Type="String" If="[CallType]==Missed">[Subject] - [MissedCallText]</Value>
            <Value Key="body" Passes="2" Type="String" If="[CallType]==Outbound">[Subject] - [OutboundCallText]</Value>
            <Value Key="body" Passes="2" Type="String" If="[CallType]==Notanswered">[Subject] - [NotAnsweredOutboundCallText]</Value>
            <Value Key="disposition" Type="String" If="[CallType]==Inbound||[CallType]==Outbound">f240bbac-87c9-4f6e-bf70-924b57d47db7</Value>
            <Value Key="disposition" Type="String" If="[CallType]==Missed||[CallType]==Notanswered">73a0d17f-1163-4015-bdd5-ec830791da20</Value>
          </Object>
        </PostValues>
      </Request>
    </Scenario>

First you search the HubSpot owner by email, and then you chain this response to a new scenario that creates the engagement.

You should do the same for chat.

SantiagoBS · Sep 21, 2021

thank you very much @edossantos . We will try out!

Vernon Cheung · Oct 20, 2021

Hi @edossantos

Hope you are well.

Just checking in on this before I do anything on my end. We are in the same situation regarding calls being logged as "Unassigned"

We have just updated to the 18.0.237 yesterday and would like to know if this has been updated yet.

additionally will I need to redo the Hubspot Auth Setup if so.

Looking forward to your response

edossantos · Oct 20, 2021

Vernon Cheung said:
Hi @edossantos

Hope you are well.

Just checking in on this before I do anything on my end. We are in the same situation regarding calls being logged as "Unassigned"

We have just updated to the 18.0.237 yesterday and would like to know if this has been updated yet.

additionally will I need to redo the Hubspot Auth Setup if so.

Looking forward to your response

No, the template provided by 3CX doesn't include this change yet. We're planning to include this in 3CX v18 Update 2, which is the next update of 3CX.

gareth.butcher@treadwellg · Oct 28, 2021

edossantos said:

This is how you should do this for the ReportCall scenario:

XML:

    <Scenario Id="ReportCall" Type="REST">
      <Request SkipIf="[ReportCallEnabled]!=True||[EntityId]==&quot;&quot;"
                       Url="https://api.hubapi.com/owners/v2/owners?email=[AgentEmail]"
                       RequestType="Get" ResponseType="Json" />
      <Rules>
        <Rule Type="Any" Ethalon="">ownerId</Rule>
      </Rules>
      <Variables>
        <Variable Name="OwnerId" Path="ownerId" />
      </Variables>
      <Outputs AllowEmpty="false" Next="CreateCallActivity">
      </Outputs>
    </Scenario>
    <Scenario Id="CreateCallActivity" Type="REST">
      <Request Url="https://api.hubapi.com/engagements/v1/engagements"
                       RequestContentType="application/json" RequestEncoding="Json"
                       RequestType="Post" ResponseType="Json">
        <PostValues Key="">
          <Object Key="engagement">
            <Value Key="active" Type="Boolean">True</Value>
            <Value Key="type" Type="String">CALL</Value>
            <Value Key="ownerId" Type="Integer">[OwnerId]</Value>
          </Object>
          <Object Key="associations">
            <Array Key="contactIds" If="[EntityType]==Contacts">
              <Value Key="" Type="Integer">[EntityId]</Value>
            </Array>
            <Array Key="companyIds" If="[EntityType]==Companies">
              <Value Key="" Type="Integer">[EntityId]</Value>
            </Array>
          </Object>
          <Object Key="metadata">
            <Value Key="toNumber" Type="String" If="[CallType]==Inbound||[CallType]==Missed">[Agent]</Value>
            <Value Key="toNumber" Type="String" If="[CallType]==Outbound||[CallType]==Notanswered">[Number]</Value>
            <Value Key="fromNumber" Type="String" If="[CallType]==Inbound||[CallType]==Missed">[Number]</Value>
            <Value Key="fromNumber" Type="String" If="[CallType]==Outbound||[CallType]==Notanswered">[Agent]</Value>
            <Value Key="status" Type="String">COMPLETED</Value>
            <Value Key="durationMilliseconds" Type="Integer" If="[CallType]==Inbound||[CallType]==Outbound">[[[DurationTimespan].get_TotalMilliseconds()].ToString("F0")]</Value>
            <Value Key="durationMilliseconds" Type="Integer" If="[CallType]==Missed||[CallType]==Notanswered">0</Value>
            <Value Key="body" Passes="2" Type="String" If="[CallType]==Inbound">[Subject] - [InboundCallText]</Value>
            <Value Key="body" Passes="2" Type="String" If="[CallType]==Missed">[Subject] - [MissedCallText]</Value>
            <Value Key="body" Passes="2" Type="String" If="[CallType]==Outbound">[Subject] - [OutboundCallText]</Value>
            <Value Key="body" Passes="2" Type="String" If="[CallType]==Notanswered">[Subject] - [NotAnsweredOutboundCallText]</Value>
            <Value Key="disposition" Type="String" If="[CallType]==Inbound||[CallType]==Outbound">f240bbac-87c9-4f6e-bf70-924b57d47db7</Value>
            <Value Key="disposition" Type="String" If="[CallType]==Missed||[CallType]==Notanswered">73a0d17f-1163-4015-bdd5-ec830791da20</Value>
          </Object>
        </PostValues>
      </Request>
    </Scenario>

First you search the HubSpot owner by email, and then you chain this response to a new scenario that creates the engagement.

You should do the same for chat.

do we just add this XML to the end of our current XML?

Evolute IT · Oct 28, 2021

gareth.butcher@treadwellg said:
do we just add this XML to the end of our current XML?

No, open the XML file in a Notepad++/VSCode and replace the current "reportcall" scenario, along with the following one, with that one.

gareth.butcher@treadwellg · Oct 28, 2021

Frederick Marcoux said:
No, open the XML file in a Notepad++/VSCode and replace the current "reportcall" scenario, along with the following one, with that one.

Thanks for that - is there any scopes that need to updated as well?

Evolute IT · Oct 28, 2021

gareth.butcher@treadwellg said:
Thanks for that - is there any scopes that need to updated as well?

I do not think so unless you are using the new refined scopes.

gareth.butcher@treadwellg · Oct 28, 2021

thanks for you help

3CX logged calls in HubSpot: How to assign them to an agent?

SantiagoBS

Evolute IT

SantiagoBS

edossantos

Support Team

SantiagoBS

edossantos

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SantiagoBS

Vernon Cheung

edossantos

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gareth.butcher@treadwellg

Evolute IT

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Evolute IT

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