Decide which records should sync
Before connecting, agree which team owns contact updates and whether calls, SMS, recordings and appointments should be included. Check that you are using the intended HubSpot account and have permission to connect it.
Open Settings → Integrations → CRM Integration. Review the HubSpot connection state. If it is not connected, use Connect and review the authorization steps shown before approving access.
Review each sync option
Import contacts from CRM
Bring CRM contacts into IllyVoIP.
Export IllyVoIP leads to CRM
Send IllyVoIP leads to the connected CRM.
Log calls / Log SMS to CRM
Choose whether calling and messaging activity is logged.
Attach recordings to call logs
Choose whether recordings are attached to call logs. Review who can access those records in the CRM.
Import CRM appointments
Bring CRM appointments into the IllyVoIP workflow.
Choose the options your team needs. A connected status alone does not tell you which types of data are included.
Choose how to handle contact conflicts
The setting When a mapped contact changes in both systems offers two approaches:
- Ask me each time (Review updates) keeps conflicting contact changes for review.
- Automatically sync in both directions uses the automatic behavior shown in the integration.
Choose deliberately before editing the same contact in both places. Use Review updates to inspect pending changes when the review option is selected.
Check progress after a sync
The portal states that sync runs automatically while the CRM is connected. Sync now starts a background sync, so allow it time to finish before investigating a missing result.
Check the separate last-sync information for contacts, calls, SMS and calendar activity. A recent calls check does not prove that a particular contact or appointment was synchronized.
Compare one known record in the intended direction and review pending contact updates. Avoid repeatedly disconnecting or reconnecting as a first troubleshooting step.
If the expected record is missing
- Check the connected account and relevant import, export or logging option.
- Review the appropriate last-sync time and any pending updates.
- Record which system contains the source record and what is missing in the other.
- Give support the record reference, time and sync direction, with credentials and unrelated contact details removed.
Keep authorization, sync and calling separate
Review the Connected status and wait for Saving to finish after changing an option. A connection can be authorized while its Enabled switch is off; authorization alone does not enable all synchronization. CTI calling is another setting, described in calling inside your CRM.
When reviewing a conflicting mapped contact, compare the proposed CRM and IllyVoIP values and select the intended direction. This is not a general-purpose custom-field mapping designer. Check the linked record after completion before editing it again.
Disconnect with a clear data decision
Use Disconnect only when you intend to disconnect that account. Read the confirmation and verify the resulting state. Do not assume it deletes contacts, activities or recordings already copied to either system. If changing CRM accounts, check the old connection and existing contact links with your administrator before enabling new imports or exports.