The Aloware Talk2 dialer integrates with HubSpot, allowing users to make outbound calls directly from a HubSpot contact.
Users can access calling features such as call transfers, voicemail drops, call scripts, call recording, and call parking without switching to a separate calling application. Call activity is logged in both HubSpot and Aloware.
Prerequisites
Before using the Talk2 dialer, make sure the following requirements are met:
Your HubSpot subscription is Starter, Professional, or Enterprise.
Your admin has completed the HubSpot-Aloware integration.
Two-factor authentication (2FA) is configured for your account.
Your outbound line access and default outbound line are configured in Aloware.
For information about line access and configuring a default outbound line, see configure default outbound line guide.
HubSpot dialer configuration
In some cases, HubSpot may switch the configured dialer from Aloware back to HubSpot. This is related to a HubSpot limitation that can prevent the selected dialer configuration from being retained.
If this occurs, manually select Aloware as the dialer again in HubSpot.
Make a call from HubSpot
To make an outbound call using Talk2:
Open HubSpot and select the contact you want to call.
Click the contact's phone number or call button.
Select Aloware as the calling provider.
Complete 2FA verification when prompted.
Start the call.
The dialer uses the outbound line configured for the user in Aloware.
After the initial 2FA verification, subsequent calls can connect through the configured outbound line.
Using call tools
During an active call, Talk2 provides tools for managing the call and accessing information you may need during the conversation.
Transfer: Transfer the call to another agent, group, or external number.
Voicemail drop: Leave a pre-recorded voicemail when needed.
Park: Place a call on hold so an authorized agent can retrieve it later.
Scripts: Open a configured call script for guidance during the conversation.
Call recording: Record conversations when recording is enabled.
The dialer also displays the contact and relevant HubSpot information during the call.
Transfer a call
During a call, users can add, introduce, or transfer calls to other users, ring groups, or external numbers. When a call is transferred, the other agent's name is displayed in the dialer.
The receiving agent's name is displayed in the dialer during the transfer.
Park a call
Users can park calls to place them on hold and resume them later. To park a call, click More on the dialer and select the Park call option.
An authorized agent can retrieve the parked call later.
Use call scripts
Pre-written scripts help guide users during calls. These scripts can be customized to suit specific needs.
To access a script during a call, click More and select the script from the menu.
Drop a voicemail
Use the voicemail drop feature to leave a pre-recorded voicemail when needed during an active call.
Record a call
Talk2 can automatically record conversations when call recording is enabled.
Recordings can be accessed through the available call records in HubSpot and Aloware.
Complete the call wrap-up
When a call ends, the wrap-up status automatically updates, eliminating the need for manual refresh. Users can quickly exit the wrap-up status and complete follow-up actions.
Use the wrap-up screen to:
Add notes about the conversation.
Select the call outcome.
Complete any required fields.
The call information is synchronized between HubSpot and Aloware, keeping the call activity available in both platforms.
View contact activity
Talk2 displays the contact and their HubSpot information during the call. You can also open a new tab or window to view specific contact activity in Aloware.
Call records and activity history are available across HubSpot and Aloware.
