Overview: 8x8 Work for HubSpot

8x8 Work 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 8x8 Work, 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 8x8 Work for HubSpot agents ..

Features

Using 8x8 Work for HubSpot, you can:

  • Out-of-the-box integration with minimal setup required.
  • Screen-pop and contextual information: Automatically retrieve and present HubSpot records upon initiating or receiving an interaction, offering agents invaluable context, including past call history, to enhance customer interactions.
  • Interaction logging and history: Effortlessly record interactions upon completion, accurately linking them to the appropriate record and capturing vital data such as call duration, call recording, and SMS transcript.
  • Automated record creation: Automatically generate new records when no match is detected, boosting agent efficiency and ensuring a constantly updated customer relationship system.
  • Click to call: Streamline call initiation by simply clicking on a phone number within your CRM, eliminating the need for manual entry and saving valuable time.
  • Configuration and customization: Configure CRM Integration workflows via a self-service administration portal.

Limitations

The integration doesn’t currently support click-to-dial.

Supported CRM objects

The 8x8 integration app with HubSpot currently supports the Contact object in HubSpot.

Browser requirements

This integration is only supported in Google Chrome because it uses a Chrome extension to connect with HubSpot.

Phone endpoint requirements

If your 8x8 Work extension uses only a softphone, you must log in to one of the following clients to handle calls:

  • 8x8 Work for Desktop app
  • 8x8 Work for Mobile app

If your 8x8 Work extension is assigned with a desk phone, use the call control panel in the application to answer incoming and outgoing calls.

Before you begin

  • Install the 8x8 integration.
  • Gather the login credentials of your HubSpot account.
  • Gather the login credentials of your 8x8 Work account.
  • Ensure you have access to Service, Contacts, and Marketing.
  • Under Marketing, the minimum requirements include turning on Lists.

Allow pop-ups and redirects

  1. Go to your browser settings.
  2. Click on Privacy and Security from the side navigation menu.
  3. Click on Site settings.
  4. Click on Pop-ups and redirects.
  5. Click Add and enter <https://cloud8.8x8.com> to the list of allowed sites. Chrome automatically saves these settings.

    6. Note: This may not be required if your default settings has allowed all pop-ups and redirects to be displayed.

  6. Ensure that a pop-up blocker is not preventing new tabs from opening from HubSpot.

Allow third-party cookies

  1. Go to your browser settings.
  2. Click on Privacy and Security from the side navigation menu.
  3. Click on Site settings.
  4. Click on Third party cookies.
  5. Click Add and enter <https://cloud8.8x8.com> to the list of allowed sites. Chrome automatically saves these settings.

Note: This may not be required if your default settings allow all third party cookies.