Configure call routing, work hours, and voicemail

Once you have acquired a HubSpot-provided number, you must decide where those calls should ring, what your call working hours are, and how to customize your voicemail. 

Choose your ring preference

HubSpot allows you to route calls to three primary destinations:

Receive inbound calls in your HubSpot browser

To receive inbound calls in your HubSpot browser:

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to General, then click the Calling tab.
3. In the Inbound calling preferences section, click the Ring preference dropdown menu, then select Ring in HubSpot browser.
4. Click Save.

Receive inbound calls in the HubSpot mobile app

To receive inbound calls in the HubSpot mobile app:

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to General, then click the Calling tab.
3. In the Inbound calling preferences section, click the Ring preference dropdown menu, then select Ring in Mobile App.
4. Click Save.

Forward inbound calls from your HubSpot-provided phone number to your cellular device or landline

To forward inbound calls from your HubSpot-provided phone number to your cellular device or landline:

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to General, then click the Calling tab.
3. In the Inbound calling preferences section, click the Ring preference dropdown menu, then select Forward to phone number.
4. Next to Missing forwarding number, click Add.
5. In the dialog box, enter your phone number, and an extension, if applicable.
6. You will be prompted to verify your phone number. You can choose how the verification code is delivered to you by clicking SMS message or Phone call.
7. Click Text me or Call me.
8. When prompted, enter the verification code from your text or call.
9. Click Save.

Please note: calls forwarded to your phone are subject to your provider's inbound calling costs. Most telecom providers in the United States offer unlimited calls at no additional cost, but it's important to verify this with your telecom provider before setting up call forwarding in HubSpot.

Receive calls with the HubSpot Sales Chrome extension

If you have the HubSpot Sales Chrome extension, you can make and receive calls without needing to keep a specific window or tab open. Inbound calls will ring in your browser on any HubSpot page. To turn this feature on:

1. In your browser, click thesprocketIcon HubSpot sprocket icon.
2. Click the Settings tab.
3. Toggle the Enable Calling switch on.
4. For inbound calls, modify your call settings to ring in the HubSpot browser.

Manage availability through working hours and voicemail

To ensure your calls are routed correctly after hours, you should configure your call working hours and custom voicemail greetings.

Set working hours

Working hours allow users to set specific times and dates that they're available to take calls.

Once you've set your working hours, any inbound calls that come outside of these hours will automatically go to voicemail or another available team member. Learn more about inbound calling. 

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to General, then click the Calling tab.
3. In the Call working hours section, select the day, starting time, end time, and timezone dropdown menus to set your working hours.
4. Click + Add hours to further customize your working hours.
5. Click the delete Delete icon to remove working hours.
6. Click Save.

Customize voicemail

Create text-to-speech or audio voicemails customized for during and outside of working hours. Call recording must be turned on to receive voicemails.

Please note: voicemails are only available for inbound browser calls, not inbound forwarded calls.

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, click Calling, then select Call Setup.
3. Next to a HubSpot-provided phone number, click Actions, then select Edit.
4. Under During working hours and Outside of working hours, click the Choose an audio message dropdown menu:
   • To set up a text-to-speech voicemail:
     • In the Choose an audio message dropdown menu, click Add/Edit audio messages.
     • On the Add an audio message tab, type the message name.
     • Click the Choose type of message dropdown menu, and select Text-To-Speech.
     • In the textbox, type the message you want to playback when a call goes to voicemail.
     • Click the Language and Voice dropdown menus to select the language and voice for your voicemail. This will also determine the language and voice used for the recording consent message. Click the playerPlay Play button to hear a preview of your message.
     • Click Save.
   • To set up an audio file voicemail:
     • In the Choose an audio message dropdown menu, click Add/Edit audio messages.
     • On the Add an audio message tab, type the message name.
     • Click the Choose type of message dropdown menu, and select Upload Audio.
     • Click Upload file to upload a .mp3 or .wav audio file that is less than five megabytes.
     • Click Save.
5. Once you return to the Manage phone number right panel, the audio message you created will automatically appear in the specific dropdown menu. Click the Choose an audio message dropdown menus again, to switch to a different audio message or add/edit more audio messages.
6. Click Save.