Do Not Call for HubSpot

You can configure your HubSpot integration so the HubSpot call adapter warns agents when they're about to call a company or contact that's opted out of sales or marketing calls. This capability depends on you configuring HubSpot company or contact lookup objects with a field that contains Do Not Call information.

This capability is for manual and click-to-call HubSpot outbound calls. It doesn't work for campaign calls.

Before you begin

Before you begin, do the following:

• Integrate HubSpot with your Contact Center AI Platform (CCAI Platform) instance. For more information, see HubSpot .

• Configure HubSpot account lookup for the contact or company lookup objects that you want CCAI Platform to check for Do Not Call information.

• In HubSpot, configure one or more contact or company properties as opted out of sales or marketing calls.

Configure Do Not Call for HubSpot

To configure Do Not Call for HubSpot, follow these steps:

1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settingsmenu, click menu Menu.

2. In the CRMpane, go to the Account Lookupsection.

3. To configure Do Not Call for the primary lookup object, do the following:

   1. Expand the Primary Lookup Objectsection.

   2. In the Do-Not-Call CRM Fieldlist, select the field in the lookup object that contains the Do Not Call information.

   3. In the Opt-out Valuefield, enter the value from the lookup object that indicates that the contact or company has opted out of sales or marketing calls. If there are multiple values, enter them all. The values that you enter must exactly match the values in the lookup object, including capitalization.

4. To configure Do Not Call for the secondary lookup object, do the following:

   1. Select the Secondary Lookup Objectcheckbox.

   2. In the Do-Not-Call CRM Fieldlist, select the field in the lookup object that contains the Do Not Call information.

   3. In the Opt-out Valuefield, enter the value from the lookup object that indicates that the contact or company has opted out of sales or marketing calls. If there are multiple values, enter them all. The values that you enter must exactly match the values in the lookup object, including capitalization.

5. Click Save.

Configuration examples

The following table provides some Do Not Call configuration examples:

HubSpot property	HubSpot value	CCAI Platform Opt-out Value
TPS Status	Opted out	Opted out
Do Not Call	true	true
Marketing Preference	DNC	DNC
Phone Consent	No	No

The Do Not Call workflow

This section describes the workflow that takes place when an agent places a call with a HubSpot integration that you've configured for Do Not Call.

Here's the Do Not Call workflow:

1. An agent initiates a call using the HubSpot call adapter.

2. CCAI Platform performs a HubSpot account lookup for a contact object, a company object, or both, depending on how you've configured account lookups.

3. CCAI Platform checks the returned lookup objects for Do-Not-Call CRM Fieldvalues.

4. CCAI Platform compares the Do-Not-Call CRM Fieldvalues with the Opt-out Valuevalues.

5. If any Do-Not-Call CRM Fieldvalue matches any Opt-out Valuevalue, the HubSpot call adapter displays the following Do Not Call warning:

   This number is on the Do Not Call list

6. Depending on your company policy and the current use case, the agent can do either of the following:

   • Stop and don't place the call.

   • If needed, place the call. The system sends the following message to HubSpot:

     The contact is in TPS, the agent chose to proceed with the call.

Turn off Do Not Call for HubSpot

To turn off Do Not Call for HubSpot, follow these steps:

1. In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settingsmenu, click menu Menu.

2. In the CRMpane, go to the Account Lookupsection.

3. To turn off Do Not Call for the primary lookup object, do the following:

   1. Expand the Primary Lookup Objectsection.

   2. In the Do-Not-Call CRM Fieldlist, select Select a CRM field. This clears the field and any opt-out values that you previously entered.

4. To configure Do Not Call for the secondary lookup object, do the following:

   1. Select the Secondary Lookup Objectcheckbox.

   2. In the Do-Not-Call CRM Fieldlist, select Select a CRM field. This clears the field and any opt-out values that you previously entered.

5. Click Save.