Managing inbound calls effectively is essential for any business. Aloware's integration with HubSpot lets you route calls based on contact ownership or recent interactions.

This setup ensures the right agent handles each call. It helps streamline response times and enhances customer service.

In this guide, we'll show you how to configure inbound call routing using contact ownership or last engagement in HubSpot.

What happens when a call comes in?

Automatic caller matching - when someone calls, Aloware automatically matches the caller’s phone number with their records in HubSpot. This means your agent will see the caller’s name, as well as important details as soon as the call comes through.
Smart routing - the system directs the call to the agent who either owns the contact or had the most recent interaction. This way, the caller is connected with someone familiar with their history, ensuring a personalized experience.
Ring group - if the agent who owns the contact or had the last engagement is unavailable, Aloware’s AI routing smoothly redirects the call to the next best agent, ensuring no calls are missed.

Steps to set up inbound call routing

Follow these steps to configure inbound call routing based on contact ownership or last engagement.

Step 1: Set up HubSpot integration

Before setting up the call routing, ensure that your Aloware account is integrated with HubSpot. This integration allows Aloware to access your HubSpot contact records.

Navigate to Integrations and select HubSpot.
Follow the prompts to connect your HubSpot account with Aloware. Read this guide on how to integrate Aloware with HubSpot.

Step 2: Configure call routing rules in Aloware lines

Once HubSpot is integrated, follow these steps set up call routing rules.

In the Aloware admin account, go to the Lines menu and select the line where you want to apply the routing rules.
Click the Settings button, then under the Routing & IVR tab, enable the A Ring Group option in the "Who should answer this call?" section. You can read more about routing and IVR options here.
Click Save to apply your changes.

Step 3: Set up inbound call routing rules in Aloware ring groups

Setting up ring group routing ensures calls are handled even if the primary agent is unavailable.

Navigate to the Ring Groups menu, select the ring group you need, and click Settings.
In the General tab, review and set the layers of agents who will answer inbound calls.
In the Routing Settings, select Simultaneous Routing, then choose the option to "Route the call to the agent who last spoke with this contact first, and then route to the ring group." You can read more about routing settings here.
Once you've configured the routing rules, click Save at the bottom of the page.

Step 4: Verifying the settings

Verify that the user with the last engagement is connected to the last agent they spoke to.

Simulate an outbound call in HubSpot
Use Aloware’s in-app dialer in HubSpot to call your personal number. This action sets the agent's number as the last communication.
Receive an inbound call in Aloware
After making the outbound call, use your personal number to call the agent’s line. Check if the call is routed to the correct agent based on your routing settings.
Review communication details
When you receive the call in Aloware, review the communication details to ensure that the routing worked as intended.
Verify HubSpot logging
Confirm that the call is logged in HubSpot under the appropriate contact’s record.

Confirm that if the last agent the contact spoke to is unavailable, the call is routed to the ring group and connected to an available agent.

First, follow the previous steps to make an outbound call to set the last agent communication.
Set the agent's status to Offline by changing their availability in the Wallboard.
Make an inbound call and observe whether the call is correctly routed to other available agents in the ring group.

By setting up inbound call routing based on HubSpot contact ownership or last engagement, Aloware ensures your callers are always connected with the right agent. This integration streamlines customer interactions, improving the overall experience for both your team and your customers.

Managing call routing during user transitions

Handling incoming calls during user offboarding

When offboarding a user, your action plan for managing their incoming calls depends on whether you expect significant call traffic:

Low or no inbound calls expected
Redirect the user’s phone number to a 'Dead End.' This option stops the call from being routed further, making it ideal if the number isn’t expected to receive any calls.
Inbound calls expected
Update the user’s line routing settings to redirect incoming calls. For example, the calls can be sent to another active user’s line or a designated ring group to ensure they’re answered.

Redirecting incoming calls to another user

If you need to reroute a user’s calls to a specific individual, follow these steps:

Access call routing settings
Navigate to the Lines section in your Aloware dashboard.
Adjust routing preferences
Open the user’s Settings and locate the Routing and IVR tab.
Assign a new user
Select the target user from the available options.
Save your changes
Confirm the changes by clicking on the Save button. This ensures all inbound calls will redirect to the chosen user.