HubSpot Company records store information about organizations, providing an updated view and helping track relationships with associated contacts, deals, and tickets. Activity syncing between these records aids in managing business interactions.
The Aloware integration allows calls and SMS to be logged directly to HubSpot Company records, even without a matching contact phone number. This direct logging, used with tools like the HubSpot dialer or SMS Messenger, reduces data clutter by minimizing redundant contact creation.
How your calls and messages get logged
When a call is made or an SMS is sent, Aloware tries to find the right place in HubSpot to store the record of this communication. Here's how it decides:
Looking for a person (contact) first
When a call or SMS occurs, Aloware initially attempts to locate an existing person (a HubSpot contact) by matching the phone number used in the communication. If a contact with that phone number is found, the details of the call or SMS, such as its duration or the message content, are then added to that specific person's record in HubSpot.
However, if no person is found based on the phone number, Aloware may then try to find a person by looking for a matching email address; if successful, the communication is logged with that individual.
Looking for a company next (if no person is found)
Should no existing person be identified through either phone or email, Aloware will then search for a HubSpot company associated with the phone number from the communication.
If a company record with this phone number exists, and there isn't an existing HubSpot person record with that exact same phone number, the call or SMS details are saved directly to that company's record. Any future calls or messages with this phone number, whether initiated from HubSpot or Aloware, will also be added to this company's record.
However, if a scenario arises where both a HubSpot person (contact) and a HubSpot company share the identical phone number, the communication details are comprehensively logged to both the person's record and the company's record.
About creating new person records (contacts)
Aloware aims to avoid creating unnecessary HubSpot person records for each company interaction, preferring to log communications directly to the company. While Aloware maintains its own contacts, this integration minimizes new HubSpot contacts.
A new HubSpot contact is typically only created if a specific bi-directional sync setting is active, and an Aloware user manually syncs a non-existent contact to HubSpot. If Aloware already has a contact with the same phone number, no duplicate is made; the existing Aloware contact links to the HubSpot company.
This process helps keep track of communications within HubSpot in an organized way by attaching them to the most relevant company or person.
How agents benefit from the integration
Sales representatives, Customer Success Managers (CSMs), and other team members can leverage the Aloware-HubSpot integration for more efficient company-level communication:
Direct company communication from HubSpot
Users can make calls and send SMS messages directly from a HubSpot Company page. If an Aloware contact with the matching phone number doesn't already exist, one will be created in Aloware and linked to the HubSpot Company.
HubSpot filter
Sample call log
Sample SMS record
Streamlined logging from Aloware
When calls or SMS messages are handled within Aloware:
If a HubSpot Company shares the phone number (and no specific HubSpot contact does), the activity logs directly to that HubSpot Company record.
If no HubSpot Company has the number, the activity logs to a HubSpot contact with that number. If bi-directional sync is active and the Aloware contact isn't already in HubSpot, a new HubSpot contact may be created.
The call is initiated in Aloware
Call log is created in Aloware and in HubSpot
Make sure to use the [Full name] variable due to current limitations.
Managing your contacts and companies
When contacts and companies share a phone number
If an Aloware contact is already linked to a HubSpot contact that shares the same phone number as a HubSpot company, communications initiated from HubSpot (like calls or texts to that company number) will log activity to both the HubSpot company and the linked HubSpot contact.
Data hygiene best practices
Link correctly - ensure individual contacts are properly associated with their respective companies in HubSpot. This is vital for accurate communication tracking.
Manage duplicates - pay attention to any system notifications about duplicate contacts or companies and resolve them to keep your data clean and reliable.
Linking contact in HubSpot company
How HubSpot's CRM Extension handles duplicate phone numbers
Always monitor system notifications about potential duplicate entries. Addressing these promptly helps maintain clean data and prevents confusion in communication records.
How duplicate numbers work with the Talk Dialer
When your HubSpot Company A is linked to an Aloware Contact A, and you create a new HubSpot Company B using the same phone number, the system handles calls differently than messages:
For outbound calls from HubSpot
When calling from Company B's record:
The call will connect successfully.
Call engagement will be recorded against Company B (not Company A).
The system temporarily shifts the internal link from Contact A ↔ Company A to Contact A ↔ Company B.
If you later call from Company A, the link automatically reverts back.
Note: This behavior only applies to calls initiated from HubSpot. Calls made from within Aloware follow different routing rules.
How duplicate numbers work with SMS messenger
The system prevents potential confusion with text messages by alerting you to duplicates before sending:
When attempting to send an SMS from a company with a duplicate phone number:
A Duplicate Company Phone Number warning appears.
The notification includes a direct link to the original company (Company A).
You cannot proceed with sending until the duplicate is resolved.
