Why is this hack helpful?

Ever feel like you’re sending emails into the void? 

Let’s be honest—keeping up with admin work is the bane of every sales and support team’s existence. After a long day of calls, the last thing anyone wants to do is manually update call outcomes in HubSpot. But if you don’t, managers are left squinting at incomplete data, trying to figure out what’s working, what’s not, and what’s actually driving revenue or resolving customer issues.

The current process? Painfully inefficient. Reps tag calls in Aircall, then have to manually update the same information in HubSpot. It’s double the work, double the time, and a surefire way to slow your team down. And when call outcomes aren’t updated consistently, managers lose visibility into productivity, customer engagement, and overall team performance.

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With the Aircall-HubSpot integration, you can map Aircall tags directly to HubSpot call outcomes. No more double-handling data. No more missed updates. Just clean, consistent reporting that gives managers the insights they need and frees up reps to focus on what they do best—helping customers and closing deals.

Want to take it a step further? You can also map custom outcomes to a custom property in HubSpot to track customer sentiment. This means you can go beyond basic call outcomes and start categorising calls in ways that actually matter to your team. For example:

  • Sales teams can tag calls as “Interested,” “Not Interested,” or “Call Back Later” to create targeted follow-up lists or marketing campaigns.
  • BDM teams can tag calls as “Prospecting” or “Closing” to see how they’re balancing their time between building and closing their pipeline.
  • Support teams can tag calls as “Billing Enquiry,” “Support,” or “Cancellation” to get a clear picture of what’s coming in and make smarter decisions to improve service.

This hack saves time, improves reporting, and gives everyone—from reps to managers—a clearer picture of what’s happening on the phones.

 

Steps to Set Up

1. Set Up Your Call Outcomes in HubSpot

  • Go to Settings > Calling > Call Setup.
  • Next to “Track Call Outcomes,” select Edit Options.
  • Add any custom call outcomes you want to use and report on.

2. Connect Aircall Call Outcomes to HubSpot (for connect rates)

  • You’ll need Admin access for this step.
  • Make sure the HubSpot integration is installed and connected successfully.
  • In the Aircall Dashboard, go to Integrations & API > HubSpot.
  • Under the Settings tab, map Aircall outcomes to HubSpot’s standard call outcomes.

3. Connect Aircall Tags to Custom Call Outcomes (for customer sentiment)

  • Add custom call outcomes in HubSpot, like “Interested,” “Not Interested,” or “Call Back Later.”
  • In the Aircall Dashboard, go to Integrations & API > HubSpot > Settings.
  • Scroll down to Event Outcome (below the Call Outcome settings).
  • Map your Aircall Tags to the appropriate HubSpot Call Outcome fields.
  • Hit Save.

Pro Tip: This will override standard call outcomes, so think carefully about what type of reporting is most important to you before making changes.

 

With this setup, you’ll eliminate tedious admin work, improve reporting accuracy, and give your team more time to focus on what really matters—closing deals, solving customer problems, or just making it through the day.

 

Cheers to working smarter, not harder! 

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