How to make a call

Last updated: January 24, 2018

Available For:

Marketing: N/A
Sales: Free, Starter, Professional

This article walks through placing a call from your HubSpot account on desktop and from the HubSpot mobile app. With calling, you can place calls through your browser or a desk phone or cell phone. You can also record the call and log the call on the contact record in HubSpot using HubSpot's free sales tools or a Sales Hub account. 

Please note: the country code must be included when dialing to or from a country outside of the United States. Read more about this here. 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, check out this article.

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 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-hand 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 our 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'd like 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 SettingsCall Client and selecting your new default.

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

Call recording 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. This article provides more information on the reasons 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.

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