"Call made by" in Engagement

engagements

#1

Hi there,

When I create a new engagement with an ownerId,
the “Call made by” display the name of the person that set up the OAuth2 connection, instead of the owner’s name.

Is it normal, or do I need to set an other field?


#2

Hi @charles_lalonde

Can you send me a link to the contact that you’re seeing this with, and do you have an example of the data you used to create that engagement?


#3

Hi @dadams,

Here’s a contact with the issue : https://app.hubspot.com/sales/2159887/contact/16501

And the JSON I send through the API to create the engagement.

{
  "engagement": {
    "active": true,
    "ownerId": "27508000",
    "type": "CALL"
  },
  "associations": {
    "contactIds": [
      "16501"
    ],
    "ownerIds": [
      "27508000"
    ]
  },
  "metadata": {
    "fromNumber": "+33*******",
    "toNumber": "+33*******",
    "recordingUrl": "",
    "body": "Inbound answered call on Camélia Aircall<br>\nCaller Phone number : +33 * ** ** ** **<br>\nAircall number : Camélia Aircall (+33 * ** ** ** **)<br>\nWaiting time : 00:00:06<br>\nAnswered by Camélia from Aircall<br>\n"
  },
  "active": "true"
}

#4

Hi @dadams,

Did you had time to take a look?

Thanks


#5

Apologies for the delay. David is out of the office this week, but the development team is in the process of implementing a fix for this issue. Should be a quick fix - will let you know when it’s deployed.


#6

Hi @nriley,

Thank you for the update.


#7

Hi @nriley,

I hope everything is great.
Do you know when the fix will be ready.

Thanks,
Charles


#8

Apologies for the delay. Just got an update from development, and the fix has been deployed. From their response, for clarity:
An update was made such that the engagement’s ownerId is used for displaying who created the engagement (and falls back to createdBy if ownerId is not set).
Tasks are an exception to this, because the ownerId corresponds to whoever the task is assigned to. In the tasks case, we use the createdBy for displaying who was responsible for creating the engagement.


#9

Hi @nriley,

Thanks for this clarification.

However, I still got some strange behaviors.

I created two engagements with two different owners.
I see the right behavior, when I’m connected as a “simple agent”,
but it’s the wrong behavior when I’m connected as the agent who created the OAuth connection.

We can compare these two screenshots from the same contact done from two different owners’ account.

OAuth Owner

Simple Owner

Also, In the screenshot from the “Normal Owner”, the avatar is wrong.

Let me know if you need more information.

Thanks in advance,
Charles


#10

Hi Charles - it doesn’t look like these engagements are on the same contact referenced in the earlier post - if you can send a link to the contact with the new examples I’ll ask the developer to dig in. Thanks!


#11

Hi @nriley,

You can find these two engagements on https://app.hubspot.com/sales/3094334/contact/19701/

I can try to create new engagements if you want.

Thanks


#12

Hi Nancy,

In this example, I’m logged in as the owner 23302232, but the ownerId is the owner 29331277

{
  "engagement": {
    "id": 420341186,
    "portalId": 3094334,
    "active": true,
    "createdAt": 1501096388060,
    "lastUpdated": 1501096388060,
    "createdBy": 1338388,
    "modifiedBy": 1338388,
    "ownerId": 29331277,
    "type": "CALL",
    "timestamp": 1501096388060
  },
  "associations": {
    "contactIds": [
      19701
    ],
    "companyIds": [],
    "dealIds": [],
    "ownerIds": [],
    "workflowIds": [],
    "ticketIds": []
  },
  "metadata": {
    "toNumber": "+555",
    "fromNumber": "+555",
    "recordingUrl": "",
    "body": "Missed call on Test Charles 2 (DEV)<br>Caller Phone number : +555<br>Aircall number : Test Charles 2 (DEV) (+555)<br>Waiting time : 00:00:02<br>"
  }
}er Phone number : +555<br>Aircall number : Test Charles 2 (DEV) (+555)<br>Waiting time : 00:00:02<br>"
      }
    }


#13

Hi @charles_lalonde, thanks for the updated examples. We’re taking another look at this and should have an update soon.


#14

Hi @dadams,

Thanks for your quick feedback.


#15

hi @charles_lalonde

I'm developing exactly same integration. What you mean "Simple owner"? I'm not using OAuth right now.

Also what is your plan for inbound calls? I'm going to create application and some kind of event for inbound calls.

Thanks,