Deepcall CTI for HubSpot

Last updated: March 2026

User guide for agents and admins — covers installation, making and receiving calls, call logging, and troubleshooting.

Prerequisites

Before using Deepcall CTI in HubSpot, ensure the following are in place:

• The Deepcall CTI app is installed on your HubSpot portal
• Your HubSpot portal is linked to Deepcall via OAuth (done by admin from the Deepcall panel)
• Your HubSpot user is mapped to a Deepcall agent (done by admin from the Deepcall panel)
• A working microphone and audio device is available in your browser
• Chrome browser is recommended for best WebRTC and audio performance

Initial Setup

Admin only

These steps are done once by the admin. Individual agents do not need to do any setup.

Step 1 — Install and link your Deepcall account

1. Log into your HubSpot portal in your browser first — this is required before proceeding
2. In a new tab, log into your Deepcall panel
3. Go to Integrations → HubSpot
4. Click "Integrate with HubSpot"
5. HubSpot's authorization screen appears — click Allow
6. You are redirected back to Deepcall — your HubSpot portal is now linked
7. The app now appears in HubSpot under Settings → Integrations → Connected Apps

Step 2 — Verify the connection

• In HubSpot, go to Settings → Integrations → Connected Apps
• You should see Deepcall CTI listed as a connected app

Step 3 — Map agents

1. In the Deepcall panel, go to Integrations → HubSpot → Agent Mapping
2. For each agent, map their HubSpot user to their corresponding Deepcall agent
3. Save the mapping

Getting Started

Agent

Where is the Deepcall CTI widget?

The Deepcall CTI calling widget appears as a floating panel inside HubSpot. To open it for the first time:

1. Open any contact record in HubSpot
2. Click the Call button (phone icon) in the action bar at the top of the record
3. Select Deepcall CTI from the calling provider dropdown
4. The Deepcall calling panel loads inside the widget

Connection status

The widget loads automatically on every HubSpot page. It takes a few seconds to initialize — this is normal.

• Connected — authenticated and ready to make/receive calls
• Disconnected — authentication failed or connection lost

Making a Call

Method 1 — Click-to-Call from a contact record

1. Open a contact record in HubSpot
2. Click any phone number shown on the record
3. The Deepcall CTI widget opens and dials the number automatically

Method 2 — Click-to-Call from a contact list

1. In the Contacts list, click the phone number of any contact
2. The Deepcall CTI widget dials the number automatically

Method 3 — Manual dial

1. Open the Deepcall CTI widget
2. Click the Dialer button
3. Enter the number using the keypad or type it in
4. Press the call button (green phone icon)

Receiving a Call

When an inbound call arrives:

1. The CTI widget shows an incoming call screen with a ringing animation
2. The caller's number (and name if available) is displayed
3. Click Accept to answer the call
4. Click Decline to reject the call

During a Call

The active call screen shows the following controls:

Control	Action
Mute / Unmute	Mute or unmute your microphone
Hold / Unhold	Place the caller on hold or resume
Transfer	Transfer the call to another agent
Conference	Merge calls for a conference
Hangup	End the call for all parties
Disconnect Me	Disconnect yourself only — the call continues for other parties

After a Call

Add Disposition

After the call ends you may be prompted to select a call disposition — the outcome of the call (e.g. Interested, Not Interested, Callback, No Answer). Dispositions are configured in your Deepcall panel and are synced to the HubSpot call record automatically.

Add Notes

Enter call notes or a summary in the notes field. Notes are saved to the call record in both Deepcall and HubSpot.

Automatic Call Log in HubSpot

Every call is automatically logged in HubSpot — no action needed from the agent. The call record appears on the contact's page under the Activity tab and includes:

• Call direction (Inbound / Outbound)
• Start time, end time, and duration
• Call outcome (visible in HubSpot reports and filters)
• Disposition (if selected by the agent)
• Notes (if entered by the agent)

Unknown Callers

If an inbound call comes from a number not found in your HubSpot contacts, Deepcall will automatically create a new contact using the caller's phone number after the call ends. You can edit the contact to add the caller's name and other details.

If an existing contact's number is stored without a country code, the auto-match may fail.

Call Behavior by Page

The CTI widget behavior varies depending on which HubSpot page you are on. This is controlled by HubSpot, not by Deepcall.

Page	CTI Widget Behavior
Contact / Deal / Company / Ticket record pages	Widget loads and connects automatically. Takes a few seconds to initialize.
Contact / Deal list pages	Widget loads automatically. Takes a few seconds to initialize.
Dashboard / Reports / Settings pages	Widget loads automatically. Takes a few seconds to initialize.
Marketing / CMS / Workflow pages	Widget may not load — no calling context on these pages.

Break Management

1. Click the Take Break button at the bottom of the CTI widget
2. Select a break type from the dropdown
3. The widget shows a "You are on break" message
4. Click Break Over when you return

While on break, you will not receive inbound calls.

Recent Calls

1. Click the Recent Calls button at the bottom of the CTI widget
2. A list of your recent calls is shown with caller number, duration, and direction
3. Click any number to call back directly

Common Issues

"Agent is not mapped in Deepcall" message in the widget

Your HubSpot user is not mapped to a Deepcall agent. Contact your admin to complete the agent mapping in the Deepcall panel.

Widget shows "Disconnected" badge

• Check your internet connection
• Refresh the page
• If the issue persists, contact your admin — your Deepcall account may have been disconnected from HubSpot

No audio during a call

• Check that your browser has microphone permissions for the HubSpot domain
• Check your audio input/output device settings in your OS
• Refresh the page and wait for the Connected badge before calling again

Tips for Best Experience

• Always work from contact record pages when expecting inbound calls
• Keep the CTI widget open (not minimized) during your shift
• Use Chrome for best WebRTC and audio performance
• Do not open HubSpot in multiple tabs — only one CTI instance can be active at a time
• If the widget shows Disconnected after being idle, refresh the page to reconnect
• Enter all contact phone numbers in international format (with country code) for reliable click-to-call and screen pop

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End of User Guide

This guide is effective as of March 2026 for all users of Deepcall CTI for HubSpot.