Calling | Frequently Asked Questions

Last updated: February 24, 2021

Applies to:

All products and plans

Find answers and general information quickly about the calling tool in HubSpot.

Why am I getting a "Call Failed" error in the CRM?

If you see a Call Failed message when making a call from the CRM, verify the following:

  • You are attempting to call a live phone number.


Which browsers support the HubSpot calling tool?

HubSpot calling is not currently supported in Internet Explorer for Windows or Mac. To use the calling tool in the CRM, use one of the support browsers listed below:

Windows browsers that support calling

  • Google Chrome (latest version)
  • Mozilla Firefox (latest version)
  • Microsoft Edge (latest version)

Mac browsers that support calling

  • Google Chrome (latest version)
  • Mozilla Firefox (latest version)
  • Safari (version 11+)

To learn more about browsers that support the calling tool, review this documentation from HubSpot's VOIP provider.

Can I disable the call recording feature?

Yes. The ability to record calls is an account-wide setting, affecting all users who are making calls in the account. If you disable the call recording feature, it will remove the Record button for all users in your account. To access this setting, you must be an admin and have View: Everything in contacts access.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Objects > Activities.
  • On the Calling tab, clear the Allow call recording checkbox.

Can I call a contact who does not have a phone number on their contact record?

The contact must have a phone number associated with their record. However, you can manually add a phone number for the contact from their record. Otherwise, you can opt to call their company's phone number, if that is available.