HubSpot #

The HubSpot server-side integration connects ~.Dimensions.~ directly to a customer's HubSpot CRM, enabling automatic contact lookup on calls and pushing call activity data into HubSpot without any browser add-on required for end users.

Once configured, ~.Dimensions.~ will:

• Automatically look up the caller's phone number against HubSpot contacts when a call is received or made
• Create a call activity record in HubSpot when a call completes, populated with the call details
• Push transcriptions and follow-up tasks to HubSpot where Conversational Intelligence is enabled

Prerequisites #

Before configuring the integration, ensure the following are in place:

• The customer has an active HubSpot account
• Each ~.Dimensions.~ user must have the same email address configured as their corresponding HubSpot user — this is used to associate call activity with the correct user in HubSpot

Rate Limits #

HubSpot enforces both short-term and daily rate limits on API usage. Customers should be aware of these limits, as high call volumes could result in activity records or contact searches being throttled or dropped if limits are exceeded.

• API usage guidelines and limits - HubSpot docs

Contact Matching uses HubSpot's CRM search API, which has its own separate rate limits in addition to the general API limits:

• Search the CRM - HubSpot docs

API Usage Per Phone Call #

To help customers assess their usage against HubSpot's limits, the table below shows the number of API requests ~.Dimensions.~ makes per call:

info
To help reduce the number of searches against the HubSpot API, ~.Dimensions.~ will cache the contact match result for a phone number for 2 minutes. Repeat calls from the same number within this window will use the cached result rather than triggering a new search.

Configuration #

To set up the integration, navigate to the customer's account, open the 'CRM Integration' section, and select 'HubSpot'.

There are two ways to authorise the connection depending on whether you have admin access to the HubSpot account.

Option 1 — Engineer has HubSpot admin access #

1. Press the 'Connect' button
2. A pop-up window will appear prompting login to HubSpot
3. Sign in and grant ~.Dimensions.~ the requested permissions
4. Once authorised, the integration will connect automatically and display as 'Connected to HubSpot'

Option 2 — Send a connect link to the customer's HubSpot administrator #

If the engineer does not have HubSpot admin access, an authorisation link can be sent to the customer's HubSpot administrator instead. Save the integration first — this creates the HubSpot instance in ~.Dimensions.~ and enables the connect link option.

1. In the 'Or send a connect link by email' field, enter the email address of the customer's HubSpot administrator
2. Press 'Send link' — the administrator will receive an email with a link to authorise the connection without needing to log in to ~.Dimensions.~
3. Alternatively, press 'Copy link' to copy the link manually and send it through another channel

Once the administrator completes the authorisation, the integration will connect automatically.

note
The HubSpot integration must be saved in ~.Dimensions.~ before a connect link can be generated.

tip
The status of ~.Dimensions.~'s link to HubSpot is displayed in the CRM Integrations section. A 'Test' feature is provided to ensure ~.Dimensions.~ can still access the API. If the link is not working, follow the steps in Option 1 or Option 2 to reconnect.

Contact Matching #

When a call is received or made, ~.Dimensions.~ will search HubSpot for any 'Contacts' or 'Companies' where the 'Phone' field matches the caller ID of the call. If a match is found, the contact's name and details will be available within the call session data.

If multiple 'Contacts' or 'Companies' are found with the same phone number, the call activity will be linked to all matches. If no match is found, the call will still be logged as an activity in HubSpot, but without a contact or company association.

Call Activity #

~.Dimensions.~ can automatically create a call activity record in HubSpot when a call completes. The following settings control how and when activity records are created:

Create call activities automatically

Enables or disables automatic activity creation. When unchecked, no activity records will be created.

Call direction

Filters which calls generate an activity record. Options are 'Incoming & outgoing', 'Incoming only', or 'Outgoing only'.

Contact match

Controls whether activity records are created for unmatched calls. Options are 'Matched & unmatched calls' or 'Calls matched to a CRM contact only'.

Call outcome

Filters activity creation by the outcome of the call. Options are 'All calls' or 'Answered calls only'.

Attach the call transcription

When enabled, the call transcription will be attached to the activity record. This option requires Conversational Intelligence to be enabled for the customer. Where available, the CI Call Summary will also be included in the activity record.