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When the AI phone agent hands off a call, OpenCX creates a HubSpot ticket with the full call transcript and handoff reason. Your reps see the ticket in HubSpot and follow up from there.

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Pre-requisites

Create your AI Phone agent first. No calls can hand off until the agent exists and a number is bound to it — start with Create Phone Agent and come back here.

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How conversations land in HubSpot

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Setting up

1

Confirm the phone agent is live

Open Channels → Phone in the OpenCX dashboard. Your AI Phone agent should appear with an active number. Test a call to confirm the agent answers.
2

Confirm HubSpot is connected

In Settings → Integrations, open HubSpot. The status should show the integration is active.
3

Trigger a test handoff

Call the agent’s number and say something like “I need to speak with a person.” The AI should hand off.
4

Verify in HubSpot

A ticket should appear tagged opencx_handedoff with the full call transcript attached. Confirm the handoff reason summary is visible and the caller’s contact information is linked.

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What the rep sees

  • A HubSpot ticket tagged opencx_handedoff with the conversation summary.
  • The full call transcript (AI and caller turns) attached to the ticket.
  • The caller’s contact details linked to the ticket — phone number plus any prior HubSpot history.
  • An internal handoff note with the AI’s escalation reason, sentiment, and language.
  • A link to the full OpenCX session for the call recording, AI reasoning trace, and tool calls.

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Channel-specific details

The transcript is attached to the ticket at handoff time, not during the call. Reps see the ticket appear within a few seconds of the transfer or escalation.
Two handoff modes:
  • Live transfer — the AI bridges the caller to a configured phone number. The caller stays on the line. A HubSpot ticket is still created with the transcript for context.
  • Logged escalation — the AI ends the call and creates the HubSpot ticket for a rep to follow up on a channel the caller prefers (email, SMS, callback).
Configure the handoff phone number per agent at Channels → Phone → select the agent → Agent Configuration.
When the caller is already a known OpenCX contact (matched by phone number), the ticket is linked to their existing HubSpot record. Unknown callers get a new contact created with just the phone number until they identify further.
Audio recordings and per-turn AI reasoning live on the OpenCX side. The session link in the ticket opens the full playback, reasoning trace, and any tool calls the AI made during the call.

AI Phone Support

The channel itself — create the agent, configure, inbound and outbound.

Connect HubSpot

Credentials, webhook, and email signatures.

HubSpot Overview

What else HubSpot lights up across every channel.

Troubleshooting

Transcript missing, ticket not created.