Hubspot integration not journaling or creating contacts

[ctiwi]

After following the steps outlined here: https://www.3cx.com/docs/hubspot-pbx-crm-integration/ we are able to "test" the integration and look up contact information from Hubspot however we arent seeing calls get journaled against known contacts in Hubspot nor are we seeing new contacts being created for unknown callers.

I have ensured that Match exactly is selected on the Contact options within 3CX but no dice.

Below are the results when manually specifying a phone number for 3CX to use as part of a test contact lookup and testing the integration with Hubspot from the 3CX server. Note that sensitive info has been redacted however the lookup is successful.


Search Results



[

{

"UnparsedOutputs": {

"ContactID": "10201",

"FirstName": "Rob",

"LastName": "Stoner",

"CompanyName": "",

"Email": “REDACTED”,

"PhoneBusiness": “REDACTED”,

"PhoneMobile": “REDACTED”,

"FaxBusiness": "",

"ContactUrl": "https://app.hubspot.com/contacts/REDACTED/contact/10201"

},

"FirstName": "Rob",

"LastName": "Stoner",

"Email": “REDACTED”,

"ContactUrl": "https://app.hubspot.com/contacts/REDACTED/contact/10201",

"CompanyName": "",

"PhotoUrl": null,

"ContactType": 0,

"PhoneBusiness": “REDACTED”,

"PhoneBusiness2": null,

"PhoneHome": null,

"PhoneHome2": null,

"PhoneMobile": “REDACTED”,

"PhoneMobile2": null,

"PhoneOther": null,

"FaxBusiness": "",

"FaxHome": null,

"Pager": null

}

]



CRM Log



CRM Log



Started scenario with empty id

Started Auth

Request text: https://api.hubapi.com/oauth/v1/token

Request form value refresh_token set to REDACTED

Request form value grant_type set to refresh_token

Request form value client_id set to REDACTED

Request form value client_secret set to REDACTED

Response text: {"refresh_token”:”REDACTED”,”access_token”:”REDACTED”,”expires_in":21600}

Response finished

Variable AccessToken set to REDACTED

Variable ExpiresIn set to 21600

Finished Auth

Request text: https://api.hubapi.com/contacts/v1/search/query?q=+REDACTED

Response text: {"query":" REDACTED”,”offset":1,"has-more":false,"total":1,"contacts":[{"vid":10201,"canonical-vid":10201,"merged-vids":[],"portal-id”:REDACTED,”is-contact":true,"profile-token”:”REDACTED”,”profile-url":"https://app.hubspot.com/contacts/REDACTED/contact/10201","properties":{"associatedcompanyid":{"value...":[]}]}

Response finished

Variable ContactID set to 10201

Variable FirstName set to Rob

Variable LastName set to Stoner

Variable CompanyName set to

Variable Email set to REDACTED

Variable PhoneBusiness set to REDACTED

Variable PhoneMobile set to REDACTED

Variable FaxBusiness set to

Variable ContactUrl set to https://app.hubspot.com/contacts/REDACTED/contact/10201

Finished scenario with empty id

Result obtained

 

[Evolute IT]

I use HubSpot and it all works.

first, make sure your phone numbers in the CRM are in the same format as your inbound CIDs. If +1 is there, put the +1 in HubSpot too.

Also, have you created the "app" in HubSpot?

 

[ctiwi]

I use HubSpot and it all works.

first, make sure your phone numbers in the CRM are in the same format as your inbound CIDs. If +1 is there, put the +1 in HubSpot too.

Also, have you created the "app" in HubSpot?

Yep, app has been created and when entering a test phone number into the CRM test within 3CX returns contact information. Whats strange is that when 3CX receives a call from an unknown number no contact is created within Hubspot.

 

[Evolute IT]

Yep, app has been created and when entering a test phone number into the CRM test within 3CX returns contact information. Whats strange is that when 3CX receives a call from an unknown number no contact is created within Hubspot.

Have you enabled the contact creation in the integration? Also, you need to have free Contacts space in HubSpot (limited to 1000 on free CRM).

 

[ctiwi]

Yep, Contact Creation and Journaling are enabled in the integration. We are running Hubspot Free but only have ~120 contacts loaded in so far so we shouldnt be hitting that limit quite yet.

 

[edossantos]

What is that [TC]? That will be interpreted as an unknown variable by 3CX and you will get an error. You should use the following to escape the opening and closing brackets:
{{TC}}

If this doesn't work, please enable verbose logs from the 3CX Console > Dashboard > Activity Log > Settings. Then make a test call, and check the 3cxSystemService.log file.