Getting Started and Setup

How do I make the desktop app widget appear in HubSpot?

1. Go to the CRM tab in the left panel and select Contacts.
   
2. Select the contact you wish to call from the list.
   
3. Click the phone icon next to the contact's number and choose the number you want to call.
4. The desktop app widget will then pop up.
   
5. Finally, log in to the desktop app with your credentials.
   

How do I ensure my calls are logged automatically in HubSpot?

1. With the desktop app installed and you logged in, navigate to Settings inside the desktop app widget.
2. Select HubSpot Settings.
   
3. Toggle on Log calls automatically.
   

Outgoing and Incoming calls 

How do I make an outgoing call from HubSpot?

1. Click the phone icon next to a contact and select the desired phone number.
   
2. You will be prompted to choose how you wish to make the call. For a direct call, select call direct.
   
3. The call model will appear in the widget, showing the customer's name if they are saved in HubSpot.
   

How can I view a contact's history while on a call?

While the call model is open in the widget, click Go to Contact to open the customer's contact card. This will display their contact information and ticket history, giving you helpful context.

What call features are available while I am on a call?

You have full control over the call, including:

1. Hang up the call.
2. Park the call.
3. Transfer the call.
4. Mute your microphone.
5. Show dial pad (for selecting options when calling a service that requires selections).
6. Add New call (to park the current call and initiate another call).
   

How do I receive an incoming call?

When a call comes in, an incoming call notification will appear in the widget. Incoming calls are handled in the same way as outgoing calls.

• Important: The widget must be open in HubSpot in order to receive calls.

Transcribe calls directly in the Telavox widget

Phone calls are transcribed and linked to the customer's profile, giving you easy access to history and previous cases. This enables your team to provide more personalized and efficient service.

To use this feature, you need to have the additional services Recorded Calls & Personal Call Recording ‍and Transcribe on call (AI Assist)‍ enabled.

1. Open the Telavox app widget.
2. Go to the History tab.
   
3. Select the call with your customer. You can listen to the call by clicking the Play icon.
   
4. Click on Transcribe to access the full Transcript and a Summary of the call.
   

Transferring Calls

What are the ways to transfer a call?

You can transfer a call using two primary methods:

1. From the Call Widget: Click the transfer button within the active call widget.
   
2. From the Contacts Tab: Minimize the call model, go to the Contacts tab, hover over the recipient contact and click the transfer button (or click the three little dots and then Transfer).
   

What are the different transfer types?

When transferring to a contact, you will be asked what kind of transfer you want to do:

• Blind transfer: Transfers the call directly to the destination contact without speaking to them first.

• Attended transfer: Gives you time to speak with the destination contact before completing the transfer.
  

How do I transfer a call to a PBX service or queue?

1. Click the transfer button in the call widget.
2. Select the PBX option.
3. Click on the desired queue in the list and then click Accept.
   

Post-Call Activities and Logging

Where can I find information about the contact during or after a call?

If the caller's number is saved as a HubSpot contact, their details will be available in the widget under About this contact. You can also view any associated Tickets and Deals linked to the contact.

Where can I see internal call logs?

Each contact's internal call logs are visible only to your team and can be found in two places:

1. Under Overview: You'll find a snapshot of the call activity. Click it to expand details like who initiated the call, the contact's number, and the date/time.
   
2. Under Activities: A full call log, including the call recording and detailed information, can be found here. Click the arrow to expand the details.
   

How do I add comments to a call log activity?

Under the Activities section of the contact record, you can add comments to the call activity. These notes are visible only to you and your team. Type your comment in the field and click Save.

Associated tickets

How can I view a customer's associated tickets while handling a call?

While handling a call, you can click on the option to view associated tickets directly in HubSpot. This will take you to a detailed Tickets page where you can see all tickets linked to the contact, helping you to reference past conversations easily.