Integrate HubSpot with Retreaver

The Retreaver Integration for HubSpot tracks every inbound call back to the campaign, keyword, or creative that generated it. Call source data and any other information captured about your caller is sent to their contact record in HubSpot when a call starts, and may be updated after a call ends.

What's Included

• Contact identification: When someone calls a tracked number, the caller is identified using their HubSpot UTK, email address, and/or phone number. If the caller exists in your HubSpot CRM, selected fields are mapped to the call for routing, agent prompts, and analytics. New callers can be automatically created as contacts.
• Intelligent routing: Use HubSpot contact properties such as Owner ID or Lifecycle Stage to route callers to the best agent.
• Analytics events: Track call events (Calls Started, Calls Answered, Calls Converted) directly into HubSpot Analytics.
• Call recordings: Listen to call recordings within the contact record timeline.
• CRM workflows: Use call data as criteria for smart lists, workflows, and lead scoring.

Setting Up the Integration

Step 1: Create Your Accounts

• Get Retreaver (includes free trial credit).
• Get HubSpot CRM (free).

Step 2: Connect HubSpot to Retreaver

1. Go to Settings > Integrations in Retreaver.
2. Find the HubSpot listing and click Install.
3. Name your connection and click Install and Connect.
4. Sign into HubSpot and select your portal.
5. Retreaver applies default settings so you can start tracking calls immediately.

Step 3: Create a Call Tracking Campaign

Set up a simple campaign that tracks one number to a call center to test the connection:

1. Create a new campaign.
2. Add an Endpoint by entering the phone number you want to receive calls (e.g., your call center or your own number for testing).
3. Click Create Campaign, then add a New Number for Campaign and optionally assign a source to track.

Step 4: Test the Call Flow

Call the tracking number you added and verify the results:

• In Retreaver, view the call in the Call Log.
• In HubSpot, view the call data on the contact in Contacts.

Managing the Integration

• Add additional HubSpot portals at any time by clicking + Add HubSpot Integration.
• Limit integration actions to specific Retreaver campaigns by unchecking the All Campaigns toggle.
• Disable or reset the integration by clicking the Delete Integration button.

Configuration

Modify integration settings via the Integration Settings page.

HubSpot Contact Mapping

When a caller dials a tracked number, Retreaver looks them up in HubSpot using their phone number, hubspotUTK, or email. Once found, contact data is added to the call per your mapping rules.

To add custom fields for call routing or reporting:

1. Open the HubSpot Contact Mapping in your integration settings.
2. Select HubSpot contact properties on the left.
3. Map them to Tags in Retreaver on the right.

HubSpot Form Mapping

Retreaver sends caller data to HubSpot as a form submission at call initiation and updates the contact with a call Engagement after the call.

By default, Retreaver creates a form called Retreaver Calls. To use a different HubSpot form:

1. Set up the form in HubSpot first.
2. Refresh the view in Retreaver and select it in the dropdown.
3. Map the form fields to Retreaver tags.

Actions

Actions control when data is transferred between Retreaver and HubSpot.

Fetch HubSpot Contacts

By default, Retreaver fetches caller contact details from HubSpot for all campaigns. To limit to specific campaigns:

1. Uncheck All Campaigns.
2. Select the campaigns to enable.
3. Click Save Action.

Submit HubSpot Form

Call details are sent to HubSpot via form submission. When a caller is not matched to an existing contact, you can have Retreaver create a new contact record:

1. Check the HubSpot Contacts box to enable creating new contacts.
2. Provide an email domain for new contacts (e.g., new contacts are created as 12223334444@yourspecifieddomain.com).
3. Click Save Action.

Because Retreaver creates contacts at the start of the call (before an agent answers), agents have the contact record available in HubSpot while on the phone.

Create HubSpot Engagement

Retreaver posts the call recording to the contact record as a call Engagement after the call ends. By default, the engagement is assigned to the contact's HubSpot Owner. If no owner is assigned, the engagement will not be created unless you set a default HubSpot Owner ID.

Tracking Call Sources

Offline Sources

Offline sources are where leads obtain your phone number through a static or disconnected medium:

• Television, radio, and signage
• Direct mail or printed ads
• Emails and newsletters
• Call Extensions

To track offline sources:

1. Add a new number to your Retreaver campaign.
2. Assign the source associated with the number.
3. Use the Wizard to add tags for additional details (campaign, keyword, creative, offer, etc.).

Online Sources

Online sources are where leads are connected to the web when viewing your phone number:

• Landing pages
• Websites
• Mobile apps

To track online sources:

1. Add a Number Pool to your campaign.
2. Add the campaign's Retreaver.js to the <head> section of your web pages.
3. Optionally map URL parameters (utm_source, utm_medium, utm_campaign, utm_content, utm_term) to Retreaver tags.

Developers can also programmatically add, replace, or remove tags on calls by modifying the Retreaver.js.

See the Real-Time Page Tracking guide for more on including online page activity in your calls.

Website Integration with Retreaver.js

When tracking numbers are on a website or landing page, Retreaver can match callers to HubSpot contacts using their HubSpot User Token (UTK) -- a tracking cookie HubSpot uses across marketing channels.

To enable this:

1. Add the Retreaver.js code to the <head> section of your page (use the version from the HubSpot Integration settings to detect the UTK).
2. Add a Number Pool to the campaign.

Personalizing Calls with HubSpot Contact Data

Choosing Contact Properties

Personalize call experiences to match your online experiences -- by marketing persona, geography, lifecycle stage, or any other contact property.

Map the properties you need by updating the HubSpot Contact Mapping in your integration settings. When a call starts, Retreaver looks up the contact and brings the mapped properties onto the call before selecting an agent.

Routing Callers to the Right Agent

Retreaver matches incoming call data against agent tags to find the best match. For example, if an agent is tagged with their HubSpot Owner ID, callers assigned to that owner are routed directly to them.

To set up owner-based routing:

1. Add your HubSpot Owners as Endpoints in Retreaver.
2. Tag each endpoint with their HubSpot Owner ID: hubspot_owner_id:124312423.
3. Add a default (untagged) Endpoint for callers without an owner, typically your main call center line.

If an agent needs to transfer a caller, they can use live call controls.

Whispered Agent Prompts

Configure a Whisper to speak caller data to agents before connecting the caller. Use Tokens to dynamically insert call-specific data.

Example whispers:

• Known caller: "Incoming call from Adwords. Sue is prospect. Contact ID 486."
• Unknown caller: "Incoming call from Adwords. Is contact ID 487."

You can also send data to third-party call center software when an agent is selected.

Tracking New Callers and Leads

Creating Contact Records for New Callers

Enable automatic contact creation for callers not yet in HubSpot CRM via the Submit HubSpot Form action settings.

Viewing New Caller Contacts

To create a view for new caller contacts in HubSpot:

1. In the Contacts view, click Add Filter.
2. Select Email, contains, and enter the domain you set for new contacts in the Action Settings.
3. Save the View.

Using Call Data in HubSpot

With call data saved to contacts from the moment a call is initiated, you can:

• Increment contact lead scores
• Create tickets in Service Hub
• Trigger workflows
• Use call data as criteria for smart lists

Viewing Call Source Reports

Retreaver tracks every call and summarizes them by source, by handler/agent, by campaign, and by tracking number.

Tracking Call Events in HubSpot Analytics

For HubSpot users with an upgraded account, you can track call events using HubSpot Analytics Tools.

Step 1: Create Custom Events in HubSpot

In Reports > Analytics Tools > Events, add events for the call types you want to track:

• Call Started
• Call Answered
• Call Converted (or Ended)

Get your event webhook URL using the HubSpot HTTP API:

https://track.hubspot.com/v1/event?_n=EVENT_ID&_a=HUB_ID

Your HUB_ID is located next to your name in HubSpot settings.

Step 2: Add Webhooks to the Retreaver Campaign

Edit your Retreaver call campaign and scroll to the Webhooks section. Click the green Add button for each event:

• Type: Match to the call event (e.g., Start for "Call Dialed")
• Name: Use something descriptive (e.g., "Track event Calls Dialed into HubSpot")
• Post URL: Your HubSpot Event URL

You can create as many webhook/event combinations as needed.

Step 3: View Reports on Your Dashboard

Once the Events Report is set up, use the Add to Dashboard option to send inbound call metrics to your dashboard.

Follow-Up Calls from Form Submissions

Trigger a follow-up phone call within seconds of a web form submission. Retreaver first calls your sales team to find an agent, then upon pickup, dials the lead immediately.

Create Tags for Form Data

Create a tag for each form field you want to capture (except phone number, which is included automatically). Include fields used in the agent prompt (name, form description, email, etc.).

Use Text tags with Prompt disabled for form data.

Create a Campaign for Follow-Up Calls

1. Create a new campaign and give it a name.
2. Add routing settings with the agent/call center numbers Retreaver should dial when a form is submitted.
3. Configure a Whisper prompt to inform agents about the incoming form lead. Use tokens to insert caller name, form name, lifecycle stage, etc.
4. Configure the Click-to-call Caller Not Available prompt with instructions for agents when the lead doesn't answer.
5. Save the campaign and enable the Click to Call function in the Toggles tab.

Update Forms to Trigger Calls

Add the campaign's Retreaver.js to the <head> section of the webpage, then add an "on submit" event:

Example Using jQuery

campaign.auto_replace_numbers({}, function (number) {
  $('form').on('submit', function () {
    number.initiate_call($('input[name="phonenumber"]').val(), {
      first_name: $('input[name="firstname"]').val(),
      email: $('input[name="email"]').val(),
      call_from: 'name of the form',
      dial: $('input[name="phonenumber"]').val(),
      live_agent: true}, callInitiated);
    })
  });
});

Map your form field names or identifiers to the corresponding tags.

Activate the Campaign

Add a number pool to the campaign to enable triggering calls. Be sure to enable Visitor Tracking.

Finding a HubSpot Owner ID

Retreaver creates Engagements in HubSpot for each call, associated with a HubSpot Owner. To find Owner IDs:

1. Click the Settings cog in the main menu in HubSpot.
2. Click Properties in the left-hand menu.
3. Search for "Owner" under Contact properties.
4. Hover over Contact owner and click View.
5. At the bottom of the page, Owner IDs are listed in the Dropdown options table under the Internal Value column.

Set your Call Endpoint in Retreaver to the same ID for automatic engagement creation.

We recommend setting up a "Retreaver" or "Bot" user in HubSpot and using that as the default Owner ID on your integration for unknown callers routed to unassigned endpoints (like your call center's main line).