Log Microsoft Teams calls to HubSpot records

After you've connected HubSpot and Microsoft Teams, learn how to log Microsoft Teams phone calls to HubSpot records. 

Before you get started

• You must connect the Full install version of the Microsoft Teams app. If you connected the Limited install version, uninstall the app and install the Full install version. 
• Users must be mapped between HubSpot and Microsoft Teams for calls to log to HubSpot records. 
• Microsoft Teams calls can only be logged to contact records that already exist in HubSpot. For logging to work, the phone number used in Microsoft Teams must exactly match either the phone number or mobile number of the contact in HubSpot, including both the country code and area code.
• HubSpot doesn't log calls on contact records if the contact's email matches that of a user in the HubSpot account.

Turn on automatic logging for Teams calls

1. In your HubSpot account, click the settings settings icon in the top navigation bar. In the left sidebar menu, navigate to Integrations > Connected Apps.
2. Click Microsoft Teams.
3. Click the Teams Phone tab. 
4. Select the For outbound calls and For inbound calls checkboxes for the calls you want to automatically log to HubSpot. The selected call type will automatically log to the contact record, the primary associated company record, and any associated deal records.

After a call is logged to a contact record in HubSpot, the user who made the call will receive a message in Microsoft Teams from the HubSpot bot notifying them that the call has been recorded. Users can also edit the details of the logged call directly from the notification.

Please note: due to latency for Microsoft Teams calls, it takes an average of 15 minutes and up to 60 minutes for calls to log to records. 

Additional functionality

You must configure settings outside of HubSpot for click-to-call functionality or inbound call routing.

Turn on click-to-call

Click-to-call functionality is only available for Windows users. Once configured, you can start a Microsoft Teams Phone call from a HubSpot record page by clicking the externalLink icon next to the contact's phone number. 

If you have Windows 10:

1. Click the Start button and select Default apps.
2. Click Choose default apps by protocol. 
3. Click TEL and select Microsoft Teams. 

If you have Windows 11:

1. Click the Start button and select Default apps.
2. Click Choose defaults by link type. 
3. In the TEL section, select Microsoft Teams. 

Open HubSpot contact records when accepting incoming Teams calls

1. Navigate to your Microsoft Teams admin center.
2. In the left navigation bar, navigate to Voice > Calling policies. 

• • To turn on inbound call routing to HubSpot for all users, click Global policy.
  • To turn on inbound call routing to HubSpot for specific users, create a new policy and then assign it to the specific users.

3. In the policy, click to toggle the Open apps in browser for incoming PSTN calls switch on.
4. Paste the following URL: https://app.hubspot.com/msteams-integration-ui/{Your HubID}/calling/redirect/{phone}

• • Replace {Your HubID} with your account's Hub ID.
  • {phone} should not be replaced in the URL. 

5. Navigate to your Microsoft Teams settings and click Calls.
6. Click to toggle the Allow third party apps to automatically open in a new browser window for incoming PTSN calls switch on.

Once set up, when accepting an inbound call on Teams from a contact, the HubSpot record will open automatically.