Get Started

After logging in to Virtual Contact Center for HubSpot, follow the checklist below to get started:

• Activate HubSpot integration.
• Enable the call flow settings.
• Set up a phone number to receive calls.
• Check your queue assignments.
• Search for contacts via the integration.

How do I activate the integration?

To activate the integration, you must first connect with HubSpot via Settings.

To activate integration with HubSpot:

1. Log in to Virtual Contact Center for HubSpot.
2. Click the Settings icon in the header.
3. Go to Integrations > Hubspot, and click Connect.
   
4. If connected successfully, you see a message summary.
5. Click X in the header until you return to the agent interface. Your integration is now active.

How do I enable call flow settings?

You can control if you wish to preview details of a matched record in your CRM before accepting an interaction. In your settings, you can also enable automatic call log and screen pop for call logs. By default, these settings are disabled.

To view and change the settings:

1. In Virtual Contact Center for HubSpot, click the Settings icon in the header.
2. Go to Integrations > Hubspot to see the list of settings:
   • Auto Call Log: Enable this option to automatically generate a call/chat log. A call log includes information about the time a call was initiated, terminated, duration and more. A chat log includes the chat transcript as well.
   • Call Log Pop: Enable this option to view the call log pop in a browser tab once the interaction is terminated.
   • Auto Single Match Record Pop: Enable it to pop the record details in a browser tab so the agent can preview and prepare for the call.

How do I set up a phone to receive calls?

You can set up a softphone or a desk phone from the agent profile in Agent Console to receive calls.

To set up a phone:

1. From the Menu drop-down in the Control Panel, select Profile. Your profile settings pop up in a new browser window.
2. In your Personal settings, enter a phone number or SIP Phone URI.
   
3. Click Make Verification Call to verify the phone number.
4. Make sure the phone number is in the right format, and save.

How do I check my queue assignments?

To process phone and chat interactions from Virtual Contact Center, you must be a member of phone and chat queues.

Note: Phone queues are separately defined for inbound and outbound communications.

To check your queue assignments:

1. From the Menu drop-down in the Control Panel, select Profile. Your profile settings pop up in a new browser window.
2. In your Assigned Queues section, click the desired tab for phone, chat, or voicemail queues.
3. Make sure your queue assignment is active.

How do I search for contacts?

When you open the Search tab in the header of Virtual Contact Center for HubSpot, you can search for your HubSpot contacts by entering their name, phone number, or email address. In the search results that show up, click the Search icon next to the desired contact to open that contact’s record in a new HubSpot tab.

Note: To search for contacts, you must enter at least four characters in the search bar.

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