What Aircall's HubSpot integration logs
When a call is made, received or missed in Aircall, the integration logs it as a call activity on the matching HubSpot record. Aircall matches the contact by email, then by the phone or mobile number on the contact, then by a company phone number (in which case the call is logged on the company), and can create a new contact when there is no match if you turn that on. Admins set it up in the Aircall Dashboard under Integrations & API.
According to Aircall's help centre, the logged call includes:
- Call duration and outcome (answered, unanswered, missed, voicemail).
- A link to the call recording, or to the voicemail.
- Comments the agent added in Aircall, shown as "agent name added a new comment".
- Tags applied to the call, and transfer details.
- With Aircall AI features on: a call summary, key topics, action items, sentiment, talk ratio and a scorecard score. Admins choose which of these to include under Select AI Artifacts to Log.
The integration can also create a HubSpot ticket for each call if you turn that on, and it sets an owner by matching Aircall users to HubSpot users by email. For a sales or support team that mainly wants every call visible on the timeline, this is genuinely good. It costs nothing extra on top of Aircall and HubSpot, and it runs without anyone doing anything after the call.
What AI Assist and AI Assist Pro add
Aircall's AI features come in two layers. Aircall says call summaries, sentiment and key topics are included in its Professional plan, where an admin activates AI Assist and assigns it to each user. On Essentials, admins can start a 14-day AI Assist trial from the Dashboard. Call transcription is a separate feature, switched on per line, and Aircall says only recorded calls are transcribed. Aircall also says downloading transcripts through its API needs AI Assist, which is why any outside tool that works from Aircall transcripts, CallNote included, needs AI Assist on.
AI Assist Pro is a paid add-on per user with real-time coaching during calls. It also includes Custom Summaries: an admin builds a template of questions, such as a free-text field, a pick-from-a-list field or a yes/no check, and Aircall fills it in at the end of each call. Agents can edit the result. Aircall's help centre says there is one template per phone number, and that custom summary results are not currently synced to the CRM (it is on their roadmap). AI Assist Pro also offers AI Without Recording: Aircall transcribes the call without creating or storing an audio recording, and keeps only the text. For firms that would rather not hold call audio, that is worth a look.
Where a call summary falls short for regulated firms
Brokers, financial advisers and law firms keep a different kind of record. A file note has to show the client's situation, what they asked for, what you advised and why, and what happens next. It has to be made close to the call and it should not change quietly afterwards. Three gaps show up with a call summary on the call activity:
- Structure. Aircall's standard summary is a short paragraph plus topics and action items. Custom Summaries get closer to a template, but they need AI Assist Pro for every agent and, per Aircall, do not reach HubSpot yet.
- Review before it lands. The standard summary is logged when the call ends. Nobody signs off on it before it becomes part of the client record.
- Change control. A HubSpot call activity can be edited by users with permission. There is no seal showing the text is what was reviewed at the time.
For mortgage brokers, the best interests duty in s 158LA of the National Consumer Credit Protection Act 2009 and ASIC RG 273 put weight on records that show how you met the duty. For advisers, s 961B of the Corporations Act 2001 sets the best interests duty, and s 912G requires records of personal advice to retail clients to be kept for seven years. Our best interests duty file notes for brokers guide and the NCCP file note checklist cover what the note should show.
How CallNote adds a file note to HubSpot from an Aircall call
CallNote is Australian software that turns a transcript that already exists into a structured file note in your firm's format. It never records the call and never stores audio. Aircall makes the transcript, and CallNote receives the text.
- The call ends in Aircall. Once Aircall's transcript is ready, CallNote receives it automatically.
- The note is written in your template. Your headings and order. You can build the template by pasting one of your own past notes, and CallNote copies the structure and shorthand in about 20 seconds, keeping nothing about the client.
- Gaps are flagged. Anything your template expects that the call did not cover is marked as not covered, so you can pick it up on the next call.
- You review it. The note is waiting in CallNote after the call. It links to the matching HubSpot contact where it can, or you pick the client.
- Publish to CRM. The note is sealed with a SHA-256 checksum and locked, then written to the contact in HubSpot as a note. Amendments are append-only in CallNote, and republishing updates the same HubSpot note instead of adding a second one.
You can keep Aircall's own HubSpot integration running. The contact timeline then shows Aircall's call activity, with the recording link and summary, and CallNote's reviewed file note beside it. They do different jobs.
What the note looks like
A fictional example: a broker takes an inbound Aircall call from an existing client about refinancing. This is the note as it would sit on the client's HubSpot contact after review and publishing.
- Why the client called
Fixed rate on the home loan ends in November 2026. Wants to know whether to refinance or take the lender's new rate.
- Current loan
- Owner-occupied home loan, about $540,000 owing, principal and interest repayments.
- Property bought in 2021. Client estimates value at about $820,000; no valuation yet.
- Loan-to-value ratio (LVR) roughly 66 per cent on the client's estimate.
- What the client wants
- Lower repayments. Main priority.
- An offset account. Currently keeps about $30,000 in a separate savings account.
- Does not want to extend the loan term.
- Changes since the last loan
Now self-employed as a contractor since March 2026, previously a salaried employee. This affects which lenders will look at the application.
- Discussed
- Lenders generally want one to two years of self-employed income history. Explained that this may limit options this year.
- Costs of switching: discharge fee, new lender fees, and whether any cashback offsets them.
- Not covered on this call
- Monthly living expenses. To be collected before any recommendation.
- Next steps
- Client to send the lender's repricing letter, last two loan statements, and contract income records since March 2026.
- Broker to ask the current lender for a retention rate and compare it with two or three alternatives.
- Follow-up call booked for 1 October 2026.
The self-employment change and the missing living expenses are the lines that matter at a file review. A three-line summary on the call activity usually loses them.
Setting it up
| Step | Who | Where |
|---|---|---|
| 1. Make sure transcription and AI Assist are on for each person who takes client calls | Aircall admin | Aircall Dashboard. Without AI Assist, Aircall does not make transcripts available to other apps, so there is nothing for CallNote to work from. |
| 2. Connect Aircall to CallNote | Aircall admin, once for the workspace | Install CallNote from the Aircall app marketplace, or connect from Integrations in CallNote |
| 3. Connect HubSpot | Someone with HubSpot access | Integrations > HubSpot in CallNote |
| 4. Take calls as normal | Everyone | Aircall. The note waits in CallNote after each transcribed call. |
| 5. Check the client link, review, then Publish to CRM | The person who took the call | The note in CallNote. It goes to the contact in HubSpot. |
Our Aircall setup guide walks through the connection screen by screen, and the Aircall page has the overview. A firm connects one CRM, so if HubSpot is yours, every published note goes there. CallNote also publishes to Clio and Microsoft Dynamics 365. For systems without a direct connection, Zapier or copy and PDF are the honest routes.
Consent on recorded and transcribed calls
Aircall only transcribes a call that is recorded, or transcribed live under AI Without Recording, so consent is your first step either way. NSW, WA, SA, Tasmania and the ACT generally require every party to consent to recording a private conversation; Victoria, Queensland and the Northern Territory allow one party to consent. Phone calls are also covered by the federal Telecommunications (Interception and Access) Act 1979. Most firms play a short message or tell the client at the start of the call. This is general information, not legal advice. See is it legal to record phone calls in Australia for the state detail.
Checklist: which setup fits your firm
- Is the call a regulated conversation (credit, financial advice, legal) where the note is evidence? If yes, plan for a reviewed file note, not only a summary.
- Does your licensee or compliance team expect set headings? Check whether the tool writes in your format.
- Does someone review the note before it reaches the client record?
- Is the published note locked, with later changes shown as amendments?
- Is AI Assist switched on for every person who takes client calls? Both routes depend on Aircall's transcript.
- Where do your people actually look in HubSpot: the call activity or notes? Tell them where the file note lives.
If you are still choosing tools for phone calls generally, our guide to AI note takers for phone calls in Australia compares the main approaches. The mortgage brokers and financial advisers pages show how CallNote fits each practice.
Common questions
Does Aircall log calls in HubSpot automatically?
Yes. Aircall's HubSpot integration logs each call as a call activity on the matching HubSpot contact, deal or ticket, with duration, outcome, a recording link, tags and any comments the agent added. Aircall matches by email, phone number and company phone number, and can create a contact when none matches.
Does Aircall send an AI call summary to HubSpot?
Yes, when Aircall's AI features are on. Aircall's help centre says the call summary, key topics, action items, sentiment, talk ratio and scorecard score can be added to the HubSpot call activity, and admins choose which to include. Aircall says its Custom Summaries, an AI Assist Pro feature, are not currently synced to the CRM.
Is an Aircall call summary enough as a file note?
For sales and service calls it often is. For regulated conversations, such as credit, financial advice or legal advice, a file note usually needs set headings, a human review before it goes on file, and protection against later changes. A short summary on the call activity does not cover those on its own.
Do I need AI Assist for CallNote to work with Aircall?
Yes. CallNote works from the transcript Aircall produces, and Aircall only makes transcripts available to other apps through its API when AI Assist is on. Without it, the connection still works but no transcript arrives, so no note is generated.
Can I keep the Aircall HubSpot integration and use CallNote as well?
Yes. Aircall logs the call activity with the recording link and summary. CallNote writes a separate note on the same HubSpot contact once you have reviewed it and pressed Publish to CRM. Republishing after an amendment updates that same note instead of creating a new one.
Does CallNote record my Aircall calls?
No. CallNote never records calls and never stores call audio. The recording and transcript are made by Aircall. CallNote receives the transcript text, writes the file note in your template, and keeps notes on servers in Sydney.