Overview: Virtual Office for HubSpot

8x8 Virtual Office for HubSpot brings phone communication through a dialer to your HubSpot environment. The application launches conveniently from your web browser, allowing you to combine the benefits of HubSpot with the capabilities of Virtual Office, and interact with your customers via phone.

Upon receiving an inbound call, the app tracks if the caller is an existing contact by searching your HubSpot accounts and 8x8 contacts, and pops the matching record for you to preview and prepare for the call. This way, you gain full insight into communications with any returning caller. You can be better informed and prepared to answer calls by previewing relevant caller record details before accepting a call.

Audience

This guide is intended for Virtual Office for HubSpot agents who use version 3.1 of 8x8 Virtual Office for HubSpot.

Features

Using Virtual Office for HubSpot, you can:

  • Communicate with customers via voice to serve customers faster.
  • Access data from your CRM.
  • Tap contextual information about the user and offer high-quality service. Know who is calling before you accept the call, as well as see past interactions with the caller.
  • Automatically log call details and call recordings into HubSpot and stay on top of communication with users.
  • Improve customer service with advanced call handling capabilities, such as call transfer and multiple party calling.
  • Integrate with the online implementation of HubSpot.
  • Get instant access to Contact records via screen pop.
  • Track history of customer interactions via call logs and chat logs.
  • Log phone interactions automatically based on Contact.

Limitations

The Virtual Office for HubSpot:

  • Supports only the Contact object in HubSpot
  • Does not currently support click-to-dial

Browser requirements

As integration with HubSpot is in the form of a Chrome extension, Google Chrome is required.

Phone endpoint requirements

If your Virtual Office extension uses only a softphone, you must log in to one of the following clients to handle calls:

  • Virtual Office desktop app
  • Virtual Office mobile app

If your Virtual Office extension is assigned with a desk phone, use the call control panel in the application to answer incoming and outgoing calls.

Before you begin

  • Users need to have access to Service, Contacts, and Marketing.
  • Under Marketing, the minimum requirements include turning on Lists.