The Communications tab manages how your Aloware calls and SMS activities appear in HubSpot. This integration automatically creates detailed records of all communication activities in your HubSpot contact timelines.
Automatic activity logging
Aloware is configured to automatically log your call and SMS activities to HubSpot. The primary method for this logging is through HubSpot Engagements. This approach ensures that comprehensive details, such as call recordings (for calls) and message content (for SMS), are effectively captured within HubSpot contact records.
How call activities are logged in HubSpot
When calls are made or received using Aloware, these activities are automatically recorded in HubSpot:
As call engagements
This is the primary format for logged calls. Includes detailed information such as call duration, direction (inbound/outbound), the Aloware user involved, and the call recording.
Note: There might be a brief delay in the appearance of Call Engagements as the call recording needs to be processed and uploaded.
As call timeline (integration activity) events
In addition to Engagements, call activities may also be represented as timeline events, often labeled as an "Integration Activity." These provide a summarized record of the call occurring.
How SMS activities are logged in HubSpot
Similar to calls, SMS messages sent or received through Aloware are automatically logged in HubSpot:
As SMS engagements
This is the primary format for logged SMS messages. Includes the content of the SMS, direction, and associated contact.
As SMS Timeline (integration activity) events
SMS activities may also appear as timeline events, providing a concise record of the messaging activity.
How to view Aloware activity logs in HubSpot
To see the calls and messages logged by Aloware within a HubSpot contact's record, you may need to configure your activity filters in HubSpot:
Navigate to a contact record in HubSpot.
Locate the Activity feed or tab.
Access the filter options for the activity feed.
Ensure your filters are set to include:
Communication (this category typically includes native HubSpot calls and SMS).
Integrations (look for "Aloware Cloud Contact Center" or a similar Aloware-specific entry). Selecting this will ensure you see activities logged specifically by the Aloware integration, which often includes both the Engagement and Timeline event types described above.
Apply the filters.
If you are still unable to see the expected Aloware activities, verify your filter settings again and confirm you have the necessary viewing permissions within HubSpot.