CallRail & HubSpot Integration Troubleshooting — 2026-04-05

Overview

Internal troubleshooting session between Melissa Cusumano and Mark Hope resolving three active issues for the ^[1] account: HubSpot form data visibility confusion, a stalled CallRail→GA4 integration, and broken dynamic number swapping on the website.

Attendees: Melissa Cusumano, Mark Hope
Duration: ~35 minutes

Issues & Resolutions

1. HubSpot Form Data Visibility

Problem: The Bluepoint client (Wade) reported that initial form submission data was not visible when opening a new contact record in HubSpot. He believed form fills were not being captured.

Root Cause: User expectation mismatch. The client was looking at the Overview tab, which is a summary panel — not a full activity log.

Resolution: Form submission data is correctly captured and lives in the Activity tab of the contact record. The Activity tab is the chronological record of all interactions: form fills, emails, calls, and page views. The Overview and side columns show contact properties and associated objects (deals, companies), not interaction history.

Verification: Confirmed by navigating to an existing contact (Tara Lynn) → Activity tab → Form Submission entry was present.

Action: Melissa will record a Loom walkthrough for the client explaining where to find form data and how HubSpot activity tracking works.

See also: ^[2] (if created)

2. CallRail → GA4 Integration (Pending Status)

Problem: The CallRail integration with Google Analytics 4 was stuck in "pending" status. CallRail flagged that multiple GA4 IDs were detected on the website and asked to validate the correct one.

Root Cause: Two issues:
1. An incorrect Measurement ID had been entered in CallRail (a TC9K... ID instead of the correct one).
2. The GA4 API Secret had not been provided.

Resolution:
1. Measurement ID — Corrected to G-THF..., found in GA4 under Admin → Data Streams → [stream] → Measurement ID.
2. API Secret — Retrieved from GA4 under Admin → Data Streams → [stream] → Measurement Protocol API Secrets, then entered into CallRail.

Configuration applied:
- Calls and SMS each set to send as a single custom event type
- Event value set to $1 per call/SMS — this makes the GA4 "value" field function as a simple lead counter rather than representing actual revenue
- Integration status changed to Active after saving

To find the API Secret in GA4: Admin → Data Streams → select stream → scroll to "Measurement Protocol API secrets"

3. CallRail Dynamic Number Swapping

Problem: The dynamic number swap for the banner phone number (720-...) was not working. The site continued to display the original number rather than swapping to a CallRail tracking number.

Diagnosis: The site was using the CallRail WordPress plugin to inject the tracking script. The plugin was identified as unreliable — it was either not loading correctly or conflicting with the site in a way that prevented the swap from functioning.

Resolution:
1. Deactivated the CallRail WordPress plugin (AB Call Rail Phone Tracking)
2. Added the CallRail JavaScript snippet directly to the site header via a code snippet manager (added as a new snippet named "CallRail", type JavaScript, location: header)
3. Confirmed the snippet ends in ...7856, matching the account's JS snippet

Verification: Tested in an incognito window (required because CallRail uses a cookie to avoid re-swapping numbers for returning visitors). Initial test showed a conflict while the plugin was still active; after deactivation, the swap was expected to function correctly once the site cache cleared.

Remaining step: Mark to clear the site cache to ensure the old cached number is flushed and the new snippet propagates.

Rule of thumb: Always use the direct JS snippet rather than the CallRail WordPress plugin. The plugin is unreliable. See ^[3] (if created)

Action Items

[ ] Melissa — Record and share Loom with Bluepoint explaining HubSpot Activity tab (form fills, calls, emails all live there, not Overview)
[ ] Melissa — Test Bluepoint HubSpot forms; if issues persist, report to Mark
[ ] Mark — Clear Bluepoint site cache; verify CallRail number swap in incognito window
[ ] Team — Have a team member who has never visited the Bluepoint site test the number swap in incognito at next stand-up

Key Decisions

Event value for CallRail→GA4 calls and SMS set to $1 (lead counter convention, not revenue)
CallRail WordPress plugin permanently replaced with direct JS snippet for this site
All visible phone numbers on the Bluepoint site should eventually route through CallRail numbers to ensure full call attribution (direct-dial numbers bypass tracking entirely)

Context & Notes

CallRail had only been active on the Bluepoint site for ~2 weeks at time of this session; call volume data is limited
The Bluepoint website pool has 4 swap numbers (303 area code); footer numbers are static and already updated
The 720-... banner number is the primary swap target; it may also appear on the contact form page
When testing forms or submissions internally, always include the word "test" in the subject/message field — Mark's reporting tool filters these out automatically

^[4]
^[5] (if created)
^[6] (if created)