This feature allows administrators to enable mobile phone number lookups specifically for HubSpot integrations. Its primary purpose is to ensure that incoming callers or chat participants are accurately matched with existing contacts in the CRM. This guide covers how to activate the lookup setting and understand the search logic the system uses during active sessions.
Before you begin
Before you begin, ensure the following requirements are met:
- Account & Licensing: You must have an active HubSpot integration as part of your account plan.
- System & User Setup: You must have Administrator permissions to access Developer Settings.
- Content & Assets (Optional): Ensure your HubSpot contact records contain data in both the "Phone number" and "Mobile phone number" fields for testing.
Initial setup: enable the feature
- Go to Settings > Developer Settings > CRM
- Navigate to the Phone Number Lookup section.
- Check the box for Mobile phone number lookup.
- Save your changes.
The feature is now active. The system is now configured to expand its search parameters for HubSpot contact matching.
Understand search logic
This section explains how the system handles contact matching once the feature is enabled.
Expected Behavior:
- When a session begins, the system automatically searches two specific fields in HubSpot: "Phone number" and "Mobile phone number".
- This logic applies to both incoming voice calls and chat sessions.
- If a match is found in either field, the existing contact record is associated with the session.
User experience and impact
New Session Matching: By enabling this feature, agents will see a higher rate of accurate contact matches for incoming interactions. This reduces the need for agents to manually search for contacts or create duplicate records when a customer calls from a mobile device instead of a primary office line.