HubSpot and Salesforce

Connect HubSpot or Salesforce in the portal under Integrations. You sign in on the CRM's own consent screen; Vocenya never sees your password, and the tokens it gets are stored encrypted. Then tick Push new callers on the card.

What gets sent

When	HubSpot	Salesforce
Your receptionist captures a caller	Contact created, or the existing one (matched by phone number or email) filled in. Optionally a deal or a ticket too.	Contact or open lead matched by phone number and filled in, or a new lead (lead source "Phone Inquiry").
A call ends	Call logged on the contact: time, length, numbers, the AI summary and a link to the recording and transcript in Vocenya.	Completed call task on the record, with the same details.
Your receptionist books an appointment	Meeting on the contact.	Event on the record.
A call comes in	The number is looked up, so the receptionist can ask "Am I speaking with Dana?"	Same, using Salesforce's phone search, which matches numbers in any format.

Existing details are never overwritten: Vocenya only fills in fields that are empty in your CRM. Missed calls are logged as missed calls. Spam calls, blocked callers and test-mode data are never sent.

The recording link opens the call in the Vocenya portal, so only people with access to your Vocenya account can play it.

Returning customers

When a call comes in, Vocenya looks the number up in your CRM while it rings. If it finds a match, the receptionist is told the name on file and may check it with the caller ("Am I speaking with Dana?"). It never reads out anything else from your CRM, since someone else may be using the phone.

HubSpot deals and tickets

On the HubSpot card, Also create for each new caller opens a deal (in your default pipeline, at "Appointment scheduled") or a ticket (in your first support pipeline) for every new caller, named after the caller and the reason for the call. HubSpot asks for these permissions as optional when you connect; if you declined them, reconnect HubSpot and allow deals and tickets.

HIPAA mode

HIPAA-mode accounts can only connect a CRM after confirming a Business Associate Agreement with it. Even then, Vocenya only sends the caller's name and phone number, and logs calls and bookings without the summary, the reason for the call or a recording link. Salesforce signs BAAs; check with HubSpot whether your plan supports HIPAA before connecting it.

If something stops working

If the CRM revokes Vocenya's access (for example someone removed the app, or a Salesforce admin changed the connected app's policy), the card shows Needs attention and nothing more is sent until you reconnect.