HubSpot and Microsoft Teams: set up the integration and fix the errors

What the HubSpot Teams integration can do

Start from what your team should see in Teams, then check what each use needs. The features sit behind different install levels, HubSpot plans and Microsoft settings.

Admin-level or user-level install: which one you need

Choose the admin-level install unless you only want your own notifications and meeting links. Either way, the install covers the whole HubSpot account, and each user then links their own Teams account.

• User level needs no Microsoft admin and brings only notifications, tasks and tickets from Teams, and Teams meeting links.
• Admin level brings every feature in the table above. A Microsoft Global Admin signs in once and approves the permissions for the whole organisation, including reading call records, meeting recordings and transcripts.
• Both need a HubSpot Super Admin, or a user with App Marketplace permission, to install the app.
• Switching later works. Go to Settings > Integrations > Connected Apps > Microsoft Teams, tab “Feature discovery”, and click “Grant additional permissions”. If meeting recordings still don’t sync, uninstall the app and install it again at admin level.

How to connect HubSpot and Microsoft Teams

Allow the app in Teams first, then install it from HubSpot. The first two steps need the Microsoft admin.

1. Step 01

   Allow the HubSpot app in Teams

   In the Teams admin center, go to Teams apps > Manage apps and search for HubSpot. Check that its status is Unblocked, and set “Available to” to everyone or to the sales and service groups.
2. Step 02

   Install the app from HubSpot

   In HubSpot, open the Marketplace icon > HubSpot Marketplace, search for Microsoft Teams and click Install. Choose “Admin level install”, sign in with a Microsoft Global Admin, review the permissions and click Allow.

   

3. Step 03

   Connect the teams HubSpot may use

   In HubSpot go to Settings > Integrations > Connected Apps > Microsoft Teams, tab Settings, then Global Settings. Click Connect next to each team. Clear Show for teams users shouldn’t pick, such as management or HR. If a team is missing, add HubSpot to it first: in the Teams admin center, select HubSpot under Manage apps and click “Add to team”.

   

4. Step 04

   Every user links their Teams account

   HubSpot links users whose email address is the same in both. Everyone else goes to My settings > Connect account, enters their Teams address and clicks Verify in the message HubSpot sends them in Teams. A user who isn’t linked gets no notifications, no meeting links and no workflow messages, and nothing warns them.
5. Step 05

   Choose the notifications

   Each user goes to Settings > Notifications in HubSpot, clicks “Set channel defaults” and switches on Microsoft Teams. Single notification types can then be turned off one by one. Notifications can arrive up to five minutes late.

   

6. Step 06

   Send a test

   Link a test deal to a test channel and log a note on it. The note should appear in the channel within minutes. If it doesn’t, go through the error table below.

Posting won deals and other updates to a Teams channel

For news the whole team should see, use a workflow. Workflows need a Professional or Enterprise hub.

1. Step 01

   Set the trigger

   Create a deal-based workflow that starts when the deal stage is Closed won. The same works for any object, including tickets and custom objects.
2. Step 02

   Add the Teams action

   Click the plus, choose “Send Microsoft Teams Notifications” and send it to a channel, to users, or to both. Tick “Send notification to record owner” if the owner should get it personally too.

   

3. Step 03

   Write the message

   Keep it to one line the team reads at a glance. Text between *asterisks* shows in italics, and [text](link) makes a link. Mention someone with @ and their Teams email address. Add action buttons from the dropdown if people should act straight from the message.

For one deal or customer that a team works on together, open the record and use the Microsoft Teams card on the right. Link an existing channel or create one, then choose which activities appear in it: notes, calls, emails, tasks and meetings. The workflow action “Create Microsoft Teams Channel” does the same automatically, for example when a deal reaches a certain stage.

• No private channels. HubSpot can’t post to private channels in Teams.
• Only linked users receive messages. A workflow message to a user arrives only if they are linked and have the HubSpot app in Teams.
• Not every email shows. A channel only shows emails sent from the record in HubSpot or logged on it. Emails sent through the HubSpot Sales extension don’t appear.

Teams meeting recordings in HubSpot: Teams sync or Notetaker

There are two ways to get a Teams meeting into HubSpot with recording and transcript. Teams can record it and HubSpot fetches the result, or HubSpot’s Notetaker joins the meeting and records it itself.

To set up the Teams sync, the Microsoft admin runs these steps once:

1. Step 01

   Grant HubSpot access in PowerShell

   Run Connect-MicrosoftTeams, then create an application access policy with HubSpot’s app ID 0493df14-0cd5-4c89-b413-e0b9b90bbb17 and grant it to the users, or to everyone with -Global. Each user can have only one such policy, so if one exists, add HubSpot’s ID to it instead of creating a second. The policy can take a while to apply.
2. Step 02

   Turn on transcript access

   In the Teams admin center, go to Meetings > Meeting settings. Under “Transcript API access”, turn on Microsoft Graph access. Then click Configure and turn on Include Speaker Attribution. HubSpot needs both settings.

   

   

3. Step 03

   Turn on attendance reports

   Under Meetings > Meeting policies, set “Attendance and engagement report” to On in the policy your meeting organisers have. Without it, meetings don’t sync.
4. Step 04

   Choose whose meetings sync

   In HubSpot go to the Teams app settings, tab Meetings, Global Settings. Turn on “Sync meeting data”, which also syncs past meetings, and sync recordings for selected users only. Under Contact exclusions and Recording exclusions, enter your own domain, so colleagues don’t become contacts and internal meetings stay out.

   

Logging Teams Phone calls in HubSpot

With a Teams Phone licence, calls log to HubSpot on their own, but only to contacts whose phone number matches exactly. Turn it on in the Teams app settings, tab Teams Phone, for outbound calls, inbound calls or both.

• Store numbers in full international format. The number must match the contact’s phone or mobile number exactly, including country code and area code. A contact saved as 0711 123456 doesn’t match a call from +49 711 123456.
• Unknown numbers aren’t logged. The call isn’t saved anywhere, and no contact is created.
• Calls take a while. 15 minutes on average, up to an hour. The caller then gets a message from the HubSpot bot and can edit the call there.
• Click-to-call works on Windows only. In Windows settings > Default apps, set Microsoft Teams as the app for TEL links. Then a click on a phone number in HubSpot starts the Teams call.
• Open the contact when a call comes in. In the Teams admin center, go to Voice > Calling policies and turn on “Open apps in browser for incoming PSTN calls” with the address https://app.hubspot.com/msteams-integration-ui/your Hub ID/calling/redirect/{phone}. Each user also allows third-party apps to open under Settings > Calls in Teams.

Teams webinars in HubSpot: registrations and attendance

Teams webinars sync to HubSpot as marketing events, with registrations, attendance and cancellations. Webinar sync needs the admin-level install and the same PowerShell policy as meeting recordings.

• Grant the access policy first. The Microsoft admin runs the PowerShell step from the recordings section. Without the policy, HubSpot says you have no permission, even as a Super Admin.
• Turn on the sync once. A global switch in HubSpot syncs webinars for the whole account. Domain exclusions keep chosen domains, such as your own, out of it.
• Require only three fields in Teams. The Teams registration form may require first name, last name and email. Any other required field makes registration fail.
• Register contacts from a workflow. The workflow action “Add Contact to Microsoft Teams webinar” signs contacts up. Workflows need a Professional or Enterprise hub.
• Manual approval means manual sync. Webinars with manual approval don’t sync on their own. Click “Sync now” after approving registrations.

HubSpot Teams integration errors and how to fix them

These are the errors we see most often, what causes them and what fixes them. Error texts are in quotes as HubSpot shows them in English.

What the HubSpot Teams integration can’t do

Know these limits before you promise the team a feature.

• One Teams organisation per HubSpot account. A group with several Microsoft 365 tenants picks one. The same Teams organisation can’t be connected to HubSpot accounts in different data centres.
• No personal Teams accounts. Only Teams from a Microsoft 365 work account connects.
• Webinar data stays thin. New contacts from a webinar get first name, last name and email, nothing more. Presenters don’t sync, and a deleted contact isn’t created again.
• Inbox replies have gaps. In a connected channel you can answer chat and messaging conversations, but not email or form submissions.
• Nothing flows back from ordinary chats. Teams messages don’t land on the deal or contact. Only tasks, tickets, ticket replies in a synced channel and calls reach HubSpot.

Recordings, call logging and the works council

Recordings, transcripts and call logs record what people said and how they work. In Germany, Austria and Switzerland, settle them before the roll-out.

• Recording needs consent. In Germany, recording someone’s spoken words without their consent is a criminal offence (section 201 StGB). Ask external participants before you record. Notetaker can ask by email ahead of the meeting and skips the recording if anyone says no or doesn’t answer.
• Attendees become contacts. Meeting sync creates a contact for every attendee who isn’t one yet. Enter your own domain under Contact exclusions, and under Recording exclusions, so internal meetings stay out of the CRM.
• Everyone in HubSpot sees the recordings. Synced recordings and transcripts are visible to all users of the HubSpot account. Sync them only for the users who need them, such as sales and customer success.
• The works council has a say. In Germany, a tool that can monitor how employees work needs the works council’s agreement (section 87(1) no. 6 BetrVG). In Austria, systems that process employees’ personal data beyond the basics need a works agreement (section 96a ArbVG). Recordings, logged calls and talk-time figures per user count.
• Show the permission list. The admin-level install lets HubSpot read all users’ profiles, call records, meeting recordings and transcripts in the organisation. Give the list to your data protection officer before a Global Admin clicks Allow.

How we set up Teams and HubSpot

Teams is where a sales or service team talks all day. So we start from the few moments that should reach them there, not from the list of features.

1. Step 01

   Pick the moments

   Which events the team should see in Teams, in which channel, and who acts on each one.
2. Step 02

   Agree the rules

   Recording, call logging and contact creation, agreed with the data protection officer and, where there is one, the works council.
3. Step 03

   Set up both sides

   Admin-level install, the Microsoft settings and the workflows in one session with the Microsoft admin, then every user linked and tested.
4. Step 04

   Check after two weeks

   Muted channels, unlinked users, calls that didn’t log, so the setup gets fixed before people stop trusting it.

Frequently asked questions