Your calls in Aircall, your customers in HubSpot: every conversation on the right record, with no data entry. Calls, recordings, missed calls and tickets flow automatically.
The problem
When Aircall and HubSpot don't talk, the conversation stays on the phone line, not in the CRM. The symptoms look alike from one team to the next.
The sales rep hangs up, moves on to the next call and forgets to log the exchange. The next day, a colleague calls the same prospect without knowing what was said, or what was promised.
A customer calls back three times, gets voicemail and ends up writing in. With no callback task or ticket created automatically, nobody is in charge of answering.
How many calls per sales rep, what pickup rate, how many conversations before a deal closes? The figures are in Aircall, the pipeline is in HubSpot: there is no way to connect phone effort to results.
Definition
Aircall is a cloud telephony platform used by sales teams and customer service: numbers, switchboard and IVR, call routing, recordings, voicemail, call campaigns. HubSpot carries contacts, deals and tickets.
The integration links the two continuously: a call made or received in Aircall becomes an activity on the right HubSpot record, with its duration, recording and the agent's notes; a number clicked in HubSpot starts the call in Aircall. Depending on your Aircall plan, its AI features (transcription, call summary, voice agent) can feed the record too. Your teams make the calls, HubSpot remembers every conversation.
What flows
Here are the most common call events and what they become in HubSpot. The exact scope depends on your Aircall plan, your HubSpot edition and the integration settings.
| In Aircall | In HubSpot | Direction | When |
|---|---|---|---|
| Contacts (shared address book) | Contacts and companies | HubSpot → Aircall | On creation, then on every change |
| Inbound or outbound call | “Call” activity on the contact, company or deal: date, duration, direction, agent | Aircall → HubSpot | When the call ends |
| Recording, transcription, voicemail | Playback link and text on the call activity | Aircall → HubSpot | After the call, depending on your plan |
| Missed call | Callback task or assigned ticket | Aircall → HubSpot | As soon as the call is missed |
| Agent notes, tags and comments | Activity notes and properties | Aircall → HubSpot | When the call is closed |
| Number and line called | Call property, ticket assignment rule | Aircall → HubSpot | On every call |
| One-click call (click-to-call) | Number on the contact record | HubSpot → Aircall | On user request |
| Users and teams | Owners and teams | Matching | At setup, then for each new arrival |
Which system is the reference? HubSpot for contacts, companies, owners and tickets; Aircall for the call itself: timestamp, duration, line, recording. This master data rule is set in writing at scoping, property by property.
Describe your lines and your teams: we will tell you what can sync with your Aircall plan.
Talk to an expert →How to connect
Before continuous sync, there is sometimes a historical data load: contacts, numbers, even call logs from a former phone system, loaded once into HubSpot by export and import, middleware or API. After that, there are three ways to keep calls flowing day to day.
The most common starting point: it links the accounts, syncs contacts and logs calls on records, with no development. Its limit: its settings cover standard cases, not your routing rules, custom properties or ticket pipelines.
Make, Workato or a specialized middleware add the scenarios the app doesn't provide: a ticket on a missed call, a property update, a team alert. The right choice when your needs go beyond the standard without justifying development. Its limit: every scenario has to be configured, maintained and monitored.
The Aircall API and webhooks allow a direct connection, built for your rules: fine-grained assignment, custom objects, consolidated statistics. Essential for large volumes or complex journeys. Its limit: it has to be designed around call limits and data volume, and it needs monitoring.
We recommend an option after auditing your flows, not before.
Use cases
Their record appears before the agent picks up: name, company, owner, open tickets. The agent answers without asking who is speaking.
The activity is created on the contact and the deal, with the duration, recording and agent's notes. The sales rep enters nothing, the manager sees everything.
A callback task or a ticket is created and assigned to the right team based on the line called. Nobody calls back twice, nobody is forgotten.
The contact list goes from HubSpot to Aircall's Power Dialer, depending on your plan. Every call outcome comes back to the record and moves the follow-up forward.
Our method
Three phases, each covering processes, technology and people. A dedicated project manager stays with you from the first workshop to go-live, with a project committee and a steering committee.
Understand · Think
Three workshops, business, functional and technical, to map your lines, your teams, your routing rules and what each call must produce in HubSpot. We compare several approaches and recommend one. Nothing gets configured before your written sign-off.
Build · Build
Matching users and owners, call properties, task and ticket creation rules, then configuration or development. A pilot runs with one team and a few lines before rollout to everyone.
Steer · Run
Go-live, training for agents and managers, monitoring of unlogged calls and fixes. The integration then follows your changes: a new line, a new team, a new ticket pipeline.
At delivery
Acceptance testing runs in three steps: we place test calls and share the counts, you check a sample of records in a shared file, we fix the gaps and rerun the checks. The acceptance report is signed after that, not before.
Pitfalls to avoid
A telephony integration rarely fails on the technology. It fails on rules nobody set. Here are the six points we lock down at scoping.
Case study · Ornikar
Ornikar, an online driving license and car insurance company, was receiving a large volume of tickets with no categorization or precise automatic assignment. We redesigned its customer service in HubSpot: automatic ticket assignment, a new dedicated line with an interactive voice response system and Aircall integration, so every call reaches the right person and leaves its trace in the CRM. The results of this customer service project:
What clients say
“Exceptionally quick to understand. My problem was analyzed relevantly right away.”
“The project moves forward naturally, the team members are service-minded and act professionally at every step.”
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Reviews translated from French
HubSpot Elite Partner
For 10+ years, we have connected HubSpot to our clients' tools: telephony with Aircall, as well as ERPs, e-commerce and customer service. 800+ clients have trusted us with their CRM, and HubSpot has awarded us its highest partner tier.
Elite Partner and 4 accreditations
CRM implementation · Onboarding · Data migration · Architecture design
Yes. Aircall offers an app on the HubSpot marketplace that syncs contacts and logs calls on records. The features available depend on your Aircall plan and your HubSpot edition. To go further (automatically created tickets, fine-grained assignment rules, custom properties), an integration platform or development on the Aircall API takes over. We check what your setup allows from the first conversation.
The most common flows: contacts and companies to Aircall; inbound, outbound and missed calls to HubSpot, with their duration, agent, notes, tags and, depending on your plan, recording and transcription. Calls can also create tasks or tickets. The direction of each flow and the reference tool are set at scoping. Custom objects in HubSpot require an Enterprise license.
For the most part, in near real time: the call appears on the HubSpot record shortly after hanging up, and contact information shows up in Aircall during the call. Consolidated statistics or bulk updates may go through in batches. The pace depends on the option chosen, API limits and call volume; we choose it flow by flow.
A few weeks for a standard scope, confirmed after scoping. A wider scope, with several teams, routing rules, automatic tickets or custom development, takes longer. The schedule is set in the scoping document; it also depends on how available your leads are to approve each step.
An error must never go unnoticed. A call that cannot find its record (unknown or badly formatted number, duplicate contact) is flagged without blocking the others. An alert goes to the designated person, the cause is fixed at the source and the call is attached. In the Run phase, we track these logs and fix recurring anomalies at the root.
Yes, and it is often the best idea. Many projects start by logging calls for a single team, sales or support, so everyone can see their customers' history. Automatic tickets, routing and call campaigns are added next, on the same foundation. Scoping plans this path so nothing has to be redone at step two.
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