Dialer + CRM stack

Dialpad + HubSpot: every rep's calls against their pipeline

See outbound Dialpad calls and connected calls for every rep beside HubSpot meetings and pipeline, using one company-level Dialpad key and a HubSpot private app token.

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The question this page answers

Which reps are turning Dialpad calls into HubSpot meetings and pipeline?

Why Dialpad and HubSpot do not line up on their own

Dialpad knows every outbound call in the company: who placed it, how it ended and how long the talk time was. It has no record of whether a meeting or a deal followed.

HubSpot knows the deal, its amount, stage and create date, the contacts and company associated with it, its owner, and the meetings and calls logged against those contacts. It does not show, on its own, how many dials and conversations each rep made to get there.

Depending on how your native sync is set up, Dialpad calls may also be logged on HubSpot contact records. Whether those logs carry an outcome you trust, and whether they add up to dials, conversations, meetings and pipeline per rep, depends on that setup.

Dialpad is often the phone system for the whole company, not only the SDR team. A company call log mixes prospecting with everything else, and nothing in it says which Dialpad users are the reps you want to measure.

How OutboundManager joins Dialpad and HubSpot

Each Dialpad user is a dialer seat, and each seat is mapped to a rep. HubSpot owners are mapped to reps the same way, so one rep row holds their Dialpad seat and their HubSpot owner.
Outbound Dialpad calls sync with their outcome. A call counts as connected when the far end picked up, the call did not end in voicemail and talk time was at least 10 seconds. Inbound calls are skipped.
When Dialpad has an email address for the contact, the call is attached to the contact with that key: the same contact HubSpot associates with its deals. Contacts are de-duplicated on email address, then LinkedIn URL.
HubSpot meetings count for the rep mapped to the meeting's owner. Deals sync with amount, stage, create date and their associated contacts and companies.
Each deal is credited to the most recent email sent, LinkedIn invite, LinkedIn message or call to any of the deal's contacts, before the deal was created and no more than 120 days before it. When that touch is a Dialpad call, the deal goes to the rep who called.
With write-back on, the source campaign, channel, rep and touch date are written to four OutboundManager properties on the HubSpot deal.

A worked example

The company key returns outbound calls from every Dialpad user: sales, support and finance alike. You map the SDRs' Dialpad users to reps and leave everyone else unmapped. The scorecard then shows each SDR's calls and connected calls next to the meetings and pipeline from their HubSpot owner record. Calls placed by the unmapped users are not on any rep's row.

What you can see once both are connected

Company-wide outbound Dialpad calls narrowed to the people you mapped as reps, each beside their HubSpot meetings and pipeline
Voicemails and short calls kept out of the connected count, so conversations per rep are comparable
Calls and connected calls per rep beside meetings and pipeline, each against a weekly target
Deals whose last touch was a call shown with call as the source channel, credited to the rep who dialled
A weekly report that includes calls, connected calls, meetings and new pipeline

Rep scorecard: four reps with sends, LinkedIn touches, replies, meetings, pipeline and won revenue, each shown against a weekly target

The rep scorecard: one row per rep across every connected tool. With a dialer connected, each rep also gets calls and connected calls. Demo data.

Set it up

Connect Dialpad

In Dialpad, a company admin goes to Admin Settings → My Company → Authentication → API keys and creates a company-level API key with the calls:list scope.
Use a company key. A user-level key only returns that user's own calls.
In OutboundManager, an admin opens Settings → Connections and clicks Add connection.
Pick Dialpad. Paste the API key. It is checked against the tool automatically; click Save once it shows Key works. The key is stored encrypted.
Open Settings → Reps & senders and give each dialer seat a rep, so calls land on the right row of the scorecard.

Dialpad integration: what syncs and its limits Dialpad documentation (opens in a new tab)

Connect HubSpot

In HubSpot, a super admin creates a private app (Settings → Integrations → Private Apps; newer accounts list private apps under Development → Legacy apps).
Give it these scopes: crm.objects.deals.read, crm.objects.contacts.read, crm.objects.companies.read, crm.objects.owners.read and crm.schemas.deals.read. For write-back, also crm.objects.deals.write and crm.schemas.deals.write.
Copy the private app's access token.
In OutboundManager, an admin opens Settings → Connections and clicks Add connection.
Pick HubSpot. Paste the access token. It is checked against the tool automatically; click Save once it shows Key works. The key is stored encrypted.
Map HubSpot owners to reps in Settings → Reps & senders. To write attribution back to deals, turn on write-back on the HubSpot connection; it is off until you do.

HubSpot integration: what syncs and its limits HubSpot documentation (opens in a new tab)

After both are connected

Map senders to reps. In Settings → Reps & senders, give every mailbox, LinkedIn account, dialer seat and HubSpot owner a rep. Re-mapping later moves the history with the sender.
Set weekly targets per rep on the same page, so the scorecard shows each number against a target and the overview flags reps under 60% of it.
Optional: turn on write-back on the HubSpot connection. It is off by default and needs the two deal write scopes; it then fills four OutboundManager properties on each attributed deal.

Good to know

Dialpad + HubSpotCalls placed by Dialpad users who are not mapped to a rep are not credited to anyone and show as Unassigned.
Dialpad + HubSpotOutbound calls logged in HubSpot are counted as calls too. If Dialpad also logs each call to HubSpot, the HubSpot copy is matched to the Dialpad call (same person, within two minutes) and counted once.
Dialpad + HubSpotCalls are counted in their own columns. They are not added to the sends that reply rates are divided by.
DialpadInbound calls are skipped.
DialpadConnected means the far end picked up, the call did not end in voicemail, and talk time was at least 10 seconds. Dialpad cannot tell a person from an answering machine on outbound calls.
DialpadIf the key cannot list users, seats are taken from the calls themselves.
HubSpotDeal stage history is not synced, only the current stage.
HubSpotInbound calls are skipped, and cancelled meetings are removed.
HubSpotHubSpot search returns at most 10,000 results per query; long deal backfills are read in slices, which takes a little longer.
HubSpotWrite-back only touches deals with an outbound attribution, in a property group named OutboundManager.

Dialpad + HubSpot questions

Dialpad is used by the whole company. Will support and account calls show up on rep rows?

Only for Dialpad users you map to a rep. Every outbound call the company key returns is read, but calls from unmapped users are not credited to any rep and sit under Unassigned.

Why does it need a company-level Dialpad key?

Dialpad returns every call in the company only to company keys. A user-level key would show one rep's calls and leave the rest of the scorecard empty.

Do I have to switch off my existing Dialpad to HubSpot sync?

No. OutboundManager reads from Dialpad and from HubSpot separately, each with its own API key, and does the join itself. It does not depend on, replace or interfere with any sync you already run between them.

Can OutboundManager change anything in Dialpad or HubSpot?

It only reads from Dialpad. In HubSpot it writes nothing unless you turn write-back on; then it fills four deal properties in a group named OutboundManager.

The two tools on this page

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See Dialpad and HubSpot in one set of numbers.