Why wasn't my call recorded in HubSpot Sales?

Last updated: May 14, 2018


There are a few possible reasons why your call recording with the HubSpot calling tool did not save on a contact's timeline: 

Call recording is disabled 

The ability to record calls is an account-wide setting, affecting all users who are making calls in the account. It can be enabled/disabled in HubSpot:

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • Navigate to Sales > Calling in the left sidebar.

  • Click the toggle switch on or off beside Enable recordingIf this setting is disabled, the Record button will not appear when making a call. If you are not seeing the option to record, check with the other users in your account to see if they have turned this setting off in their account. 

Recording required two-party consent 

Some areas have two-party consent laws, which basically means both parties (the caller and the contact receiving the call) must consent to the call being recorded. If you're often calling numbers from U.S. states that do not require two-party consent, you may be used to your calls recording by default without you needing to click the Record button when making the call. 

However, when calling one of the 13 U.S. states or placing international calls where two-party consent is required, you must click the Record button. In the pop-up box that appears, you must select I have informed them to confirm you have obtained consent from the recipient to record the call.

If you do not click the Record button and confirm you have consent, then the call will not be recorded. 

Recording was turned off before the call ended  

The time at which the system confirms if a call recording will be saved is at the moment the call is ended. If the Record button is red when the call ends, the call recording will be saved. However, if the recording is turned on at the beginning of the call and then turned off before the call ends, that recording will not be saved. 

Recording off: 

Recording on: 

To record your call, make sure the recording button is on when placing the call, and do not turn the recording button off at any point during the call. Once the call ends, click the Save button so the call and the recording is saved to the contact's timeline.

Recording was manually deleted 

Any user with access to the contact timeline can delete a recording by clicking the trash can icon next to the recording and confirming the deletion in the pop-up window that appears. 

If a recording you previously saw on a contact timeline is missing, we recommend speaking with any users in the account who are also working with that contact to see if they deleted it.

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