Calling

Use the calling tool

Last updated: November 21, 2018

free

Your HubSpot calling tool lets you reach your best prospects in just a few clicks. You can connect right from your browser or phone and record the call if you choose. At the end of your call, everything is automatically logged to your HubSpot CRM or Salesforce. 

Register your phone number for calling

Before you can start making calls, you'll need to add your phone number to HubSpot and verify it for calling. The phone number registration process for calling with HubSpot is user-specific. While two or more users can use the same number in your account, each user must register the phone number individually.

Add your phone number

Navigate to any contact in your CRM and select the Call tab. Click Start calling to register your phone number.

If you have already registered a phone number but want to register an additional number, click the Calling from dropdown menu and select Add new phone number. 

Before registering, make sure your country is supported for calling

Next, you will be asked to enter your phone number and an extension. If you do not have an extension, leave this field blank. Once you have added your number, click Register.

Verify your phone number

After you add your phone number and click Register, you will receive a phone call to verify that you have access to the phone number added. When prompted, use the keypad on your phone to enter the verification code that appears on your screen. 

Once this is completed, you'll see a confirmation message. At this point, you are ready to start placing calls using HubSpot calling.

 

Make a call

The instructions below walk through making a call through HubSpot using your desktop or your mobile device.

Please note: the country code must be included when dialing to or from a country supported by calling outside of the United States. The format may include a "+" or not. The CRM will also dial the number set for the contact's Phone number property. If your contact does not have a value for Phone number, learn how to add their phone number.

Place a call in HubSpot on desktop

You can place a call through your browser or by using a physical phone, like a desk phone or cell phone. To get started, click Contacts > Contacts in the main navigation menu.

Call from your phone

To place a call from your phone, navigate to the contact record of the person you'd like to call. On the right side of the contact record above the timeline, click the Call tab, then click Call from phone. If Call from browser is selected, click the dropdown menu to the right and select Call from phone.

Next, you will receive a phone call from an automated system, which will then connect you with your contact. The recipient's caller ID will display whichever phone number is selected in the Calling from dropdown menu.

Please note: when using the Call from phone option, two calls are made: one to the first phone to set up the recording, and another to the second phone for the actual call. This will double the amount of calling minutes used.

Call from your browser

To place a call through your browser in HubSpot, navigate to the contact record of the person you want to call and click the Call tab, then click Call from browser. If Call from phone is selected, click the dropdown menu to the right and select Call from browser.

The recipient's caller ID will display whichever phone number you have set as the default for calling.

If you need to enter an extension after beginning your call, click the Keypad icon

Place a call from the HubSpot mobile app

To call a contact in the mobile app, press Contacts in the main navigation menu. Browse for your contacts or search by pressing the magnifying glass icon in the top left. Press the contact's name to access the contact record, then click the telephone icon to begin calling. 

When you make your first call in the mobile app from a contact record, you will see the option to select Cell Provider or VoIP as your default calling option. Cell Provider will use the minutes associated with your cell phone plan. VoIP will use the minutes that are associated with your HubSpot account. You must have mobile data enabled or be connected to a WiFi network to use this option. You can change your selection in the future by navigating in the mobile app to Settings Call Client and selecting your new default.

If you need to enter an extension after beginning your call, press Keypad

Record your call and notes

Once you are connected to the client, click Record to record the call. You can also type notes on the call in the main text box.

On mobile, press Record this call once connected. 

Call recording will be enabled automatically for one-party consent states. For all other areas, you'll need to get consent from the party you are calling in order to enable recording. In this case, you'll receive an alert after clicking Record. Make sure you inform the contact that you're recording the call, then click I have informed them.

When the call ends, you will be able to add any additional notes and use the Select an outcome dropdown to select the call outcome.

If you have enabled customized call and meeting types, you can also use the Select call type dropdown menu to select the call type.

Click Save call to save the call on the contact timeline.

Please note: if you stop recording during a call, none of the call recording will be saved. Learn more about why your call recording may not save 

After you save the call and its recording, they will appear on the contact timeline for you to revisit and listen to. To edit or delete the call, click Edit to make changes, or click Actions Delete to remove the call from the contact timeline.

View call transcript (Sales Hub Enterprise and Service Hub Enterprise only)

If you are a Sales Hub Enterprise or a Service Hub Enterprise user, you can access the call's transcript on the contact's timeline after the call has been saved. The call needs to be recorded in order for it to be transcribed. The transcript will appear on the contact's timeline as an attachment. call-transcript-on-contact-timeline

Click Call transcript to open the transcription.view-call-transcript

In the Call transcript pane, click Create task to create a follow-up task based on what was discussed during the call. Enter any additional task details in the Create task pane, then click Create.

create-follow-up-task-after-call

In order for the option to create a task to appear, one of the following words must be used during the call: send, provide, deliver, share, schedule, arrange, organize, plan, add, set up, reach out, call, meet, contact, confirm, validate, approve, accept, authorize, sign, check, get back to you. These words must be used in combination with let me, I will, or why don't I to create a follow-up task suggestion.

Please note: it can take up to as long as the duration of the call for a transcript to appear, so longer calls might take more time to transcribe. Calls are transcribed using a service from Google and are currently only available in English. 

Manage phone numbers registered for calling

You can manage phone numbers that have been registered for use with calling. You have the ability to register multiple phone numbers, as well as remove numbers you would no longer like to use.

Register additional phone numbers

If you would like to call contacts from a few different phone numbers, you will need to register each of those numbers for calling. To do so, open any contact record and go to the Call tab. Click the Calling from dropdown menu to select a different number or click Add new phone number to register a new one.

Please note: a single user cannot add a phone number they have already registered with a different extension.

Set a default phone number

If you have registered additional phone numbers for calling, the first number you added will automatically become the default. If you would like to change the default number:

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • Navigate to Sales Calling in the left sidebar menu.
  • Scroll down to the Phone Numbers section and click the star to the left of the phone number you'd like to set as your default.
  • You also have the option to add additional numbers from this screen by clicking Add phone number.

Delete a phone number

Within the Phone Numbers section, click Delete to the right of the number you'd like to remove. Once deleted, the number will no longer be an option for calling.

Re-enable HubSpot calling 

If you enabled calling a month ago, and have not registered any new numbers or made any calls in the past seven days, the calling tool will be disabled in your account. You will be notified in your notification center, and will have seven days from when you were first notified to place a call or re-register a number.calling%20notification

If the calling tool is deactivated, you will need to re-enable it in your account settings before you can place any more calls. To re-enable calling, click the gear icon settings in the main navigation menu. In the left sidebar, click Sales Calling, then click Enable calling

Use provider-agnostic calling (Sales Hub Enterprise and Service Hub Enterprise only - BETA)

HubSpot's calling API now allows users to integrate their own calling functionality directly within HubSpot. Currently, HubSpot's calling API allows users to integrate with Aircall. You need to be a Sales Hub Enterprise user or a Service Hub Enterprise user and have a valid Aircall account in order to use this feature. This feature is currently in beta.

Please notethis feature works with the existing Aircall integration, though it replaces the need to call from the Aircall desktop app. Non-enterprise users can still use the Aircall integration with HubSpot, but calls must be placed from the Aircall desktop app. 

If you choose to integrate your own calling functionality, you will no longer be using minutes from your HubSpot account. Once your Aircall account is integrated with HubSpot, all paid users will default to using provider-agnostic calling. The connection with HubSpot’s native call service provider will be unavailable as long as you are using the Aircall integration. However, if there are any free users in your account, they will still rely on HubSpot's native call service to place calls from HubSpot. 

  • In your HubSpot account, navigate to Contacts > Contacts.
  • Click the name of a contact. 
  • On the contact record, click the Call tab. 
  • Click Call from browserclick-to-open-aircall-app
  • In the Aircall app window, click the green phone calling button to start your call. aircall-call-button
  • During the call, you can do the following:
    • Enter notes in the Add a comment field. 
    • Mute the call.
    • Put the call on hold. 
    • Enter an extension in the keypad. 
    • Transfer the call. 
    • Start a second call. aircall-actions-during-call-in-hubspot
  • Click the red phone calling button to end the call.
  • Click Save & Quit to save the call to the contact's timeline.

Please note: call transcripts are currently not available for calls made using Aircall. 

Was this article helpful?

If you still need help you can get answers from the , or to contact support.