HubSpot CTI Integration

About

Description:

The HubSpot CTI Integration extension seamlessly connects Amazon Connect with HubSpot, enabling automatic contact management and enhanced customer communication workflows. This integration eliminates manual data entry and ensures your customer interactions are properly documented in your CRM.

Automatic Contact Lookup

When a call connects through Amazon Connect, the extension instantly searches and retrieves the caller's information from HubSpot. This automatic lookup provides your agents with immediate access to the customer's complete history, previous interactions, open tickets, and relevant contact details before they even say hello. This contextual information enables more personalized and efficient customer service.

Call Recording Management

Every call recording captured through Amazon Connect is automatically linked to the corresponding HubSpot contact record. The extension posts the recording URL directly to the contact's activity timeline, making it simple for team members to review past conversations, ensure quality assurance, and maintain compliance with record-keeping requirements. No more manually copying and pasting recording links or losing track of important call documentation.

Pause and Resume Controls

Manage your call status effortlessly with integrated pause and resume functionality built directly into the extension interface. Whether you need to put a customer on hold, consult with a colleague, or take a brief moment to look up information, the controls are accessible and intuitive. These functions work seamlessly with Amazon Connect's native call handling features.

Real-Time Note Taking

Capture critical information during customer conversations with the integrated note-taking feature. As you talk with customers, you can document key details, action items, customer requests, and follow-up requirements in real-time. All notes are automatically synchronized to the corresponding HubSpot contact record, ensuring that important information is never lost and is accessible to your entire team.

Profile Pop-up Interface

During active calls, view comprehensive contact information through an elegant pop-up interface that overlays your Amazon Connect workspace. The pop-up displays essential customer data including contact details, company information, deal stages, recent activities, and custom fields you've configured in HubSpot. This eliminates the need to switch between applications or open multiple browser tabs during customer interactions.

Automatic Profile Creation

When an unknown caller contacts your team, the extension automatically detects that no matching HubSpot record exists and creates a new contact profile on the fly. The system captures the caller's phone number and any available information from the call, creating a foundation for future interactions. This ensures that every customer touchpoint is recorded and no potential lead or customer interaction goes undocumented in your CRM.

Ideal For:

This extension is perfect for sales teams looking to maintain accurate pipeline data, customer support agents who need quick access to customer history, account managers tracking client communications, and any organization using Amazon Connect that wants to eliminate manual CRM updates while ensuring complete visibility into customer interactions across their entire team.