Third-Party Call Events: Call Started & Call Ended

What is it?

HubSpot now enables publishing Call Started and Call Ended events for third-party calls. These events are not only logged but can also be leveraged in Journey Analytics and Workflows, making call data actionable across the platform.

To ensure these events are published correctly, integrators need to send the following SDK events: incomingCall, callEnded, and finalizeEngagement. For full implementation details, refer to the API documentation.

Why does it matter?

Customers using third-party calling apps can now benefit from enhanced reporting and the ability to trigger workflows from previously unavailable calling events. These updates transform call activity from basic logs into actionable insights, enriching the customer journey and powering smarter automation.

How does it work?

Once enabled, this feature lets customers using third-party calling apps publish key calling events (i.e., “call started” and “call ended”) that can be used in both Journey Analytics and Workflows.

In Journey Analytics, you can visualize exactly where calls happen within the customer journey. For instance, whether a sales call occurs before or after a meeting, email, or deal stage change, or whether a support call takes place before or after a ticket is created, an email is sent, or a task is logged, giving you a clear view of their impact on conversions and resolution.

In Workflows, those same events act as automation triggers, so you can take immediate action: notify a rep or create a task when a call starts, and send a follow-up, update records, or trigger next steps when a call ends.

Who gets it?

All hubs and tiers