Interactive Voice Response (IVR) helps route inbound calls based on caller input. When connected with HubSpot, IVR can automatically identify the correct deal or contact owner and forward the call accordingly.
This guide walks you through how to set up IVR with HubSpot in Aloware and explains how calls are handled for deal owners, contact owners, and unassigned contacts.
Step 1: Connect HubSpot to Aloware
Before setting up the IVR, make sure your HubSpot account is connected to Aloware.
Go to Integrations in Aloware.
Select HubSpot and follow the steps to authorize the connection.
Once connected, HubSpot data (contacts, deals, and owners) will sync with Aloware.
Step 2: Access the lines menu
In Aloware, go to the Lines menu.
Select the Line where you want to enable IVR.
Click Settings to open the line configuration.
Step 3: Enable and configure IVR
Go to the Routing & IVR tab.
Enable the IVR toggle.
From the dropdown, select HubSpot IVR.
Click Edit to set up your IVR menu.
Refer to the IVR creation guide for detailed steps on creating menu prompts and routing paths.
Step 4: Customize your IVR menu
Your IVR menu should guide callers to the right department or extension. Example:
Press 1 for Sales
Press 2 for Support
Press 3 for Billing
Make sure each option is linked to a clear routing rule.
Step 5: Define IVR exit options
If the caller does not respond, you can decide what happens next:
Repeat the IVR prompt
Send the call to voicemail
Redirect to another number or group
End the call
For setup instructions, see the IVR exit guide.
How IVR routes calls with HubSpot
Once IVR is enabled, Aloware uses HubSpot data to determine where each call should go.
Deal owner routing
When a call comes in, Aloware first checks whether the caller is linked to an existing deal in HubSpot. If a deal is found, the system identifies the deal owner and routes the call directly to them.
In cases where the owner is unavailable, the call is directed to their team instead.
If there are multiple deals associated with the contact, Aloware prioritizes the most recently active one to ensure relevance.
Contact owner routing
If no deal owner is found, Aloware looks for a contact owner in HubSpot. The call is routed to that person if they’re available.
When the contact owner is unavailable, the call is redirected to the intake team to make sure it’s still handled promptly.
Unassigned call routing
For calls without an assigned deal or contact owner, Aloware routes them to the intake group. From there, the system can automatically create a new lead record in HubSpot, allowing teams to track and follow up with the caller efficiently.