AI Agents and Hubspot

[AaronJ]

I have a client who has been using Hubspot integration with their human agents. They have recently configured an AI agent receptionist and they want the AI interactions logged in Hubspot. It is my understanding that Hubspot requires the email on the 3CX extension to match the email address configured for the Hubspot identity. However, there does not appear to be an email address field for AI agent extensions in 3CX. Is there a way to have AI-to-human interactions be logged in Hubspot in the way that human-to-human interactions are? If not now, is that something being looked at for future releases?

 

[SoterisH_3CX]

@AaronJ,

The HubSpot integration does not require the email address configured on the 3CX extension to match the email address configured on the HubSpot side in order for a call or chat to be journaled.

When the extension does not have an email address, 3CX cannot map the extension to a specific HubSpot user. However, the call is still journaled in the CRM timeline, but the User/Owner field is either left empty or displays "Unknown user".

Note: Only external calls are journaled, and the caller must exist as a contact in HubSpot.