HubSpot Customer Pop-up

[DanielD-NITS]

Greetings all.

We have a 3CX v20 server which we've integrated (apparently successfully) with the end-user's HubSpot CRM, but I'm having some difficulties with the pop-ups when a customer calls in.

Inside the per-user Integration settings, if we set it up with "Open Contact in Supported CRM" and set it for "Hubspot" with the relevant domain and Portal ID, it will reliably pop up a Hubspot window - but it's popping up the Contact Search page, with the search pre-filled with the calling number, not actually entering the Contact Details. I originally thought it was doing it because the number we were using to test from matched 3 entries in Hubspot, but after creating a new test number and confirming it only has one result when searching - it still only goes to the Contact Search page.

If we set it up with "Open Contact URL using Server Side CRM Integration" and call in using that test number, it pops up the full Contact Details page - but if we call from a number that has multiple matches, it doesn't seem to open up HubSpot at all, and the "CRM" link in the dialer window is replaced with "+add Contact".

Is this correct behavior, or have I missed something? Is there any virtue in trying to figure out the "Open Contact in Custom CRM" option?

Ultimately the end user wants it to go directly into the full Contact Details page unless it requires disambiguation.

 

[TheodorosG_3CX]

Since the integration is implemented in the PBX you shall use the option "Open Contact URL using Server Side CRM Integration"
However can you please clarify regarding the multiple matches? There are several contacts for this number in the PBX and the CRM?

 

[DanielD-NITS]

Since the integration is implemented in the PBX you shall use the option "Open Contact URL using Server Side CRM Integration"
However can you please clarify regarding the multiple matches? There are several contacts for this number in the PBX and the CRM?

In the case of the number I've called from that has multiple matches, one entry is in E164 format (+61 x xxxx xxxx) and the other is in the format a person would write it ((0x) xxxx xxxx) and one is how you'd write a local number (xxxx xxxx) - I don't know enough about Hubspot to say what protections they have in place for this sort of duplication, but a quick look through their Hubspot database shows that we're not the only entry with this sort of duplication - which is going to cause issues.

 

[TheodorosG_3CX]

Duplicates can causes such issues, however if it is possible you can removed those to eliminate any such issue.
Also if there are duplicates in the PBX phonebook you can remove them as well.
My suggestion is that you set the matching strategy to match exactly and ensure that the number is coming in the PBX in E164 format and also the contact in the CRM is in E164 format. With this configuration you will ensure that the correct matching is returned in order to always get the pop-up.

 

[DanielD-NITS]

Thanks Theodoros - if that's the only solution, I'll speak to the end user, and see if they're able to set some time aside to go through their database and correct the numbers/merge the entries.

 

[TheodorosG_3CX]

Let me know the outcome.