Manage call settings and preferences

After you configure your phone numbers, you can set up the following:

• Add minutes
• Turn on Call Recording and Transcription and Analysis
• Customize recording consent message
• Require call outcome logs
• Block phone numbers
• Turn off calling

Add more minutes

Each HubSpot account has a pooled limit of available calling minutes that are shared between users. This limit is based on your HubSpot subscription. Learn more in HubSpot's Product & Services catalog.

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar, navigate to Calling, then select Call Setup.
3. Under Usage, limits, and subscriptions, review the remaining minutes in your account.
4. To add more minutes, click Manage minute subscription. This will taking you to Account & Billing where Super Admin can upgrade features. You can also contact your Customer Success Manager.

Turn on Call Recording and Transcription and Analysis

Set up call recording to store and access team calls in the Call Index page. When recording is on, HubSpot automatically records, transcribes, analyzes, and reviews calls, and associates related records with them.

Please note: you must be a Super Admin or have Account access permissions to turn call recording on or off. It will be turned on by default on new HubSpot accounts. 

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Calling, then select Call Setup.
3. Click the Call Configurations tab.
4. Toggle the Call recording switch on. When this setting is turned off, the Record button will not appear during calls. 
5. After toggling the Call recording switch on, under Call direction, select whether you want call recording to apply to all calls, inbound calls only, or outbound calls only.
6. Toggle the Transcription and Analysis switch on.

Customize recording consent message for inbound calls

Customize the recording consent message that plays before an inbound caller is connected to your reps.

1. In your HubSpot account, click the settings 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. To edit an existing message, click the Edit tab, then click a recording consent message to edit.
5. To create a new message, click the Recording consent message dropdown menu, then click Add/Edit audio messages.
6. Type the Message name.
7. Click the Choose type of message dropdown menu, then select Text-to-speech or Upload Audio.
   • If you select Text-to-speech, type your recording consent message in the textbox.
   • If you select Upload audio, click Upload file.
8. Click Save.

Require call outcome logs

You can require custom call outcome logs to organize how your team logs call activities and report on these patterns. 

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Calling, then select Call Setup.
3. Click the Call Configurations tab.
4. Toggle the Make call outcome required switch on.

Block phone numbers

You can block outbound and inbound high-risk or non-compliant phone numbers for enhanced call control.

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Calling, then select Blocked Numbers List.
3. Click Add number.
4. Use the dropdown menu to select a country, then type a phone number in the textbox. 
5. Click Add.
6. To remove a number from the block list, hover over the phone number, then click Remove. In the dialog box, click Remove.

Turn off calling

Super Admin can turn off calling for all users. This is useful if your team switches to a different calling tool, and you want to make sure every user stops using the built-in calling tool.

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Calling, then select Call Setup.
3. Click the Call Configurations tab.
4. Toggle the Place calls using HubSpot calling switch off.
5. In the dialog box, type turn off in the textbox, then click Turn off.

Users will no longer have access to HubSpot's calling tool and all registered numbers will be disconnected. Any existing call engagements will still be available in your Calls Index page. You will still be able to use Twilio Connect or another third-party calling provider to make calls.