The Communications tab controls how Aloware records your call and SMS activity inside HubSpot.
Aloware logs these events automatically, so you no longer set separate toggles to turn call or SMS logging on. The tab also lets admins control which open Deals and Tickets receive that activity.
Aloware writes two kinds of records to HubSpot.
Engagements carry the full detail of a call or message, including the call recording or the message text.
Timeline (Integration Activity) events carry a shorter summary of the same activity. Both are enabled by default so that a complete history appears on the contact record.
Aloware call logging records to HubSpot
Aloware SMS logging records to HubSpot
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 covers native call and SMS activity.
Integrations covers activity logged by Aloware.
Select Aloware Cloud Contact Center. This shows both the Engagement and Timeline events Aloware creates.
Apply the filters.
If the activity still does not appear, check the filter settings again and confirm that your HubSpot account has permission to view these activities.
How calls are logged
When you make or receive a call through Aloware, the call records to HubSpot in two formats, depending on the logging configuration.
Call Engagements are the primary record. 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.
Call Timeline (Integration Activity) events are a summarized record that the call occurred. This format is enabled by default.
The two formats combine as follows:
With only call timeline enabled, HubSpot logs timeline events. This is the default.
With only call engagement enabled, HubSpot logs engagement events.
With both enabled, HubSpot logs both. Engagements may lag slightly because the recording uploads after the call.
How SMS is logged
SMS messages sent or received through Aloware record to HubSpot in the same two formats.
SMS Engagements are the primary record. An engagement includes the message content, direction, and the associated contact. SMS engagement is enabled by default.
SMS Timeline (Integration Activity) events are a summarized record of the message.
The two formats combine as follows:
With SMS engagement enabled, HubSpot logs engagement events. This is the default.
With SMS timeline enabled, HubSpot logs timeline events.
With both enabled, HubSpot logs the message in both categories.
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.
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. Each object type offers three options:
Send to all open logs activity to every open record, up to 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.