The Communication tab controls how Aloware records your call and SMS activity inside HubSpot. It centralizes every setting that determines what Aloware writes to a contact, and gives admins independent control over four things: (1) engagement logging, (2) integration activity logging, (3) upload preferences for transcriptions and attachments, and (4) the scope of logging to Deals and Tickets.
Aloware writes two kinds of records to HubSpot, and each has its own control on the tab.
Engagements carry the full detail of a call or message, including the call recording or the message text. They appear under COMMUNICATION on the contact timeline.
Integration Activity carries a shorter, structured record of the same activity. It appears under INTEGRATIONS on the contact timeline, and you choose how it is delivered (see below).
Because these controls are independent, you decide which records Aloware sends and in which format, rather than turning all logging on or off at once.
Two ways to send integration activity
Integration Activity can be sent in one of two formats. You pick one per activity type, and the two cannot both be active at the same time.
App Events (New, recommended) sends detailed call and SMS events that HubSpot can use in workflows, lists, and reports. Choose this if you want HubSpot automations to react to Aloware calls and texts.
Timeline (Integration activity) (Legacy) sends the older 'Aloware Cloud Contact Center' event, a short summary that the activity happened.
App Events is ON by default for new accounts. Existing accounts keep the setting they already had. Calls and SMS are set separately, so you can use App Events for calls and Timeline for SMS, or any mix that fits your workflows.
One note on scope: App Events and Timeline events appear on the contact record only. For Deals and Tickets, only the call and SMS engagement records are logged, based on the Deal and Ticket scope you set.
How to view Aloware activity in HubSpot
Aloware activity appears on a contact's record once you set the HubSpot activity filters to show it. Follow these steps:
Open a contact record in HubSpot.
Locate the Activity feed or tab.
Open the filter options for the activity feed.
Set the filters to include both of these categories:
Communication shows Call and SMS engagements.
Integrations shows App Events and legacy 'Aloware Cloud Contact Center' timeline events.
Apply the filters.
If the activity still does not appear, check the filter settings again and confirm that the integration is authorized in Aloware.
How calls are logged
Two independent controls govern how calls reach HubSpot.
Send call events is the engagement control. When enabled, calls are logged as call engagement records that appear under COMMUNICATION on the contact timeline, and on associated open Deals and Tickets based on your scope setting.
An engagement includes the call duration, direction (inbound or outbound), the Aloware user on the call, and the recording.
The recording is processed and uploaded after the call ends, so an engagement may take a short time to appear.
When this toggle is OFF, no call engagement is sent and calls do not appear under COMMUNICATION.
Integration activity is the second control, and it logs to HubSpot contacts only. Choose either Timeline (Legacy) or App Events (New). When you select App Events, pick which of these events to send, choosing at least one:
Call Started fires when a call begins, before it is answered. It also fires for calls that are later missed. Agent fields are empty on inbound calls until the call is answered.
Call Ended fires when a call ends with its final outcome. Talk time is not included in this event.
Call Disposed fires when an agent or automation sets or changes a call disposition. It carries the settled talk time, which makes it the recommended trigger for workflow enrollment.
How SMS is logged
SMS uses the same two independent controls.
Log text messages as SMS activity is the engagement control. When enabled, messages are logged as sms engagement records that appear under COMMUNICATION on the contact timeline, and on associated open Deals and Tickets.
An engagement includes the message content, direction, and the associated contact. When this toggle is off, no SMS engagement is sent and messages do not appear under COMMUNICATION.
Integration activity logs to HubSpot contacts only. Choose either Timeline (Legacy) or App Events (New). When you select App Events, pick which of these events to send, choosing at least one:
SMS Sent fires when an outbound SMS reaches its send result, such as delivered or failed.
SMS Received fires when an inbound SMS from a contact is logged. This event carries no agent fields.
How HubSpot attributes an SMS depends on how the message was sent:
Sequence SMS is attributed to the Contact Owner, not the person who started the Sequence.
Manual SMS is attributed to the user who sent the message.
Tracing a workflow-triggered SMS
When a HubSpot workflow sends an SMS automatically, Aloware delivers the message on HubSpot's instruction but does not record which workflow triggered it. To find the source workflow, use HubSpot's own tools:
Check the contact's workflow enrollment history.
Review the relevant workflow settings.
Use the workflow logs to identify the triggering action.
Automatic file attachment sync
Aloware syncs SMS and MMS attachments into the HubSpot file manager. When a message includes an attachment, incoming or outgoing, Aloware uploads the file to HubSpot, creates a Note engagement to associate it with the record, and shows the file in the HubSpot Attachments tab. This keeps files tied to the correct contact and company records without a manual upload step.
When you enable SMS attachment upload, Aloware uploads media to the HubSpot folder you choose. Inside that folder, Aloware creates one subfolder per contact and names each subfolder with the contact's unique Aloware contact ID, so attachments stay grouped by contact.
Transcription upload preferences
When you enable this preference, Aloware uploads call transcriptions to the HubSpot folder you select. Inside that folder, Aloware creates one subfolder per contact and names each subfolder with the contact's Aloware contact ID, so transcriptions stay grouped by contact rather than mixed into a single folder.
Deal and Ticket logging scope
Admins control which open Deals and Tickets receive Aloware activity. Configure Deals and Tickets independently under their own sections of the tab.
Only call engagement and sms engagement records flow to Deals and Tickets; App Events and Timeline events remain on the contact timeline. Each object type offers three options:
Send to all open logs activity to every open record, capped at 10 per Contact and 10 per Company. This is the default.
Send to most recent only logs to a single open record, the one most recently active by last call, SMS, or note. Ties break by the most recent field change.
Disable logs no activity to that object type.
Closed Deals and Tickets are always excluded, whatever option you select. For custom pipelines, Aloware classifies a record as open or closed by the HubSpot pipeline stage type, not by stage name.
One limitation applies to calls. When a call logs through the API, HubSpot may auto-associate it to open Deals on its own side, even when the Deals scope is set to Send to most recent only or Disable.
This is a HubSpot platform behavior that Aloware does not control. SMS and other activity types are not affected.