Short answer
A telephony integration connects your phone system to Salesforce or HubSpot for click-to-call, screen pops, automatic call logging and recordings, so every call is part of the client record.
How the RingCentral, Service Cloud Voice and other telephony integration works
Options range from HubSpot's built-in calling and apps such as RingCentral or Dialpad, to Salesforce Service Cloud Voice for contact centres. Salesforce is retiring older Open CTI approaches in favour of Service Cloud Voice and partner telephony, which affects firms planning their next phone setup. Vantage Point implements Service Cloud Voice and partners with Aircall.
What syncs
- Calls, outcomes and recordings
- Screen pops with caller identification
- Transcripts and call summaries where enabled
See the architecture diagram ↓
Integration options
- Service Cloud Voice with Amazon Connect or partner telephony
- Native apps for HubSpot calling
- CTI adapters from telephony vendors
What to plan for
- Recording consent and retention
- Caller identity verification for service teams
- Open CTI retirement timelines
Frequently asked questions
Which phone systems work with HubSpot?
Many, including HubSpot's own calling, Aircall, RingCentral, Dialpad and Zoom Phone.
What is replacing Open CTI in Salesforce?
Salesforce is steering customers to Service Cloud Voice and partner telephony. See our migration guide.