SMS Journaling to Hubspot

[steve.moran]

OK I can see that Chat Journaling is available but can't find anything definititve that SMS (which takes place in the Chat area of the webclient) is posted to the Hubspot contact record? Many customers would want those SMS conversations posted to the Hubspot contact activities just like calls, chat / WhatsApp etc.

Thanks

Steve

 

[TheodorosG_3CX]

You need to close the conversation first in order to journal in the CRM.
In the web client check the "Dealt With" option first and then check if it is reported.

 

[steve.moran]

Ah, thanks Theodoros. Is this in the documentation anywhere or have I missed it?

 

[NikosT_3CX]

@steve.moran think about it like this. The call journaling happens when the call ends.
Then the PBX will send the call info to the CRM side with the name, duration and the rest of the info.
Same applies with the chat. If the chat conversation is still open, this means that the agents
are still chatting so there is nothing to report.
When you click the "Dealt With" this means the conversation ended, and then its reported to the CRM.
I hope it makes sense.