HubSpot has added a new Public Beta that allows you to link a phone number to the Conversation Inbox. This is the first time you can have inbound calls reach multiple people on your sales and service teams! This beta is available for Sales or Service Professional or Enterprise.
Why Does It Matter to You?
HubSpot introduced Inbound Calling earlier this year, but it was lacking a few major features. One was the ability for a unified customer service or sales number to come in and be routed to the proper sales/service person. We've had numerous clients asking for this, and it's finally in a beta stage!
Calls Logged, Tracked, Recorded, Transcribed
Incoming sales and service calls can now be automatically logged, tracked, recorded and transcribed—with all data going to the contact record of the inbound caller. This eliminates the need for multiple systems to accomplish the same thing.
Greater Efficiency
Sales and service team members already in HubSpot handling deals and tickets can stay in HubSpot to handle calls. They'll ring right to their browser and can be handled as they come in. Users also have control over their availability in the Inbox—and that same availability will apply to calls as it does to chats and other inbound communications.
What's Missing?
This is a Beta—so not everything is in and ready for prime time, but it's a great start. Some of the obvious features we'd love to see in the future:
Number Porting
This has been a big request for a while in the HubSpot Community, and it's had a lot of traction. But the ability to port your EXISTING group number in would be huge. HubSpot has said they are working on this, as it's an obvious need, but no word yet on when it may come to pass.
Calling Tree Menu:
There is some logic today in how calls get routed, but there isn't (yet) an option for a calling tree—press 1 for support, 2 for service, 3 for Bob, etc. This would make HubSpot's Inbound calling channel in the Inbox a killer feature. It's very common these days to have a menu to go through, so hopefully HubSpot looks into this—and maybe when it's out of beta it will be a fast follow. Fingers crossed!
How to Put It Into Action
- Enroll in the Public Beta by going to the menu under your profile in the far upper right and selecting "Product Updates" and then "Betas."
- Go to Settings and then Inbox > Inboxes and "Connect a channel" in the upper right.
- Choose Calling and connect a new number or an existing HubSpot Number.
- Configure your routing.
- Set up voicemail.
If you’d like to learn more about this feature, check out the Hubspot KB article below.
To further your overall HubSpot knowledge, check out one of our recent blogs.
