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Routing CTM calls to your HubSpot Owner

CTM now has the ability to see who the HubSpot Account Owner is. If you’re currently using our HubSpot integration and routing activities, such as call or text messages, through a queue you have more flexibility over how the activities are distributed. There are a couple options for routing. You can choose to route the activity to the HubSpot Contact owner first or to the HubSpot contact owner only.

 

Routing to the HubSpot contact owner first:

CTM will look to see if the contact owner of that record is available and route to them. If they are not available then the activity will be routed to other agents that are available.

 

Routing to HubSpot contact owner only:

CTM will look to see if the contact owner of that record is available and route to them. If they are not available the activity will follow the No Answer routing set on the Queue

 

Once you’re connected to our HubSpot Integration, you’ll need to set up a Queue within CTM. Within the Queue, go to Agent Selection, click on the drop down and scroll to the bottom. HubSpot routing are the last two options within the list.

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