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Calling

Set up calling

Last updated: August 11, 2021

Applies to:

All products and plans

The calling tool enables you to connect over the phone with your contacts in the CRM. You can register a phone number to make calls using HubSpot's calling tool while still retaining use of that number with your existing carrier. You can also integrate with a third-party calling partner. Set up call recording for your account so your team's calls are recorded and accessible in the calls index page for review. If you're a user in a Sales Hub or Service Hub Enterprise account, turn on Conversation Intelligence (CI) to automatically record, transcribe, and review calls made in HubSpot.

Register & manage phone numbers

The process for registering a phone number is user-specific; while multiple users can use the same number in your account, each user must register the phone number individually. You can register a phone number to make calls using HubSpot's calling tool while still retaining use of that number with your existing carrier. Before you register a phone number, make sure your country is supported for calling.

Register phone number with HubSpot

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to General.
  • Click the Calling tab.
  • If calling hasn't been turned on in your account, click Connect calling.

turn-on-calling

  • To register your phone number, click Add phone number.
  • In the dialog box, enter your phone number and an extension (if applicable).
  • You can choose how the verification code is delivered to you. Select the SMS message or Phone call radio button.
  • Click Text me or Call me.

You'll receive an SMS message or phone call to verify that you have access to the phone number. When prompted, enter the verification code that appears on your screen.

verify-your-phone-number

Your phone number will then be listed in your calling settings and you can use it make calls in HubSpot. To add additional phone numbers, click Add phone numbers. The first number that you add will automatically become the default, but to change the default number, click the star next to the desired phone number. Or, click Delete next to the number to remove it as an option for calling.

Use a third-party calling provider

If you have an assigned Sales Hub or Service Hub Professional or Enterprise seat, you can set up a Twilio Connect account to make calls in HubSpot, purchase additional calling minutes, and make calls to countries that are not included on the supported country list.

Or, you can connect a third-party calling provider to HubSpot to make calls. You can integrate with a provider listed on the App Marketplace that supports third-party calling and related functionality, or work with a developer to connect your own calling app using the Calling Extension SDK.

Reconnect HubSpot calling

If you enabled calling a month ago and have not registered any new numbers or made any calls in the past seven days, the calling tool will be disabled in your account. Before your calling tool is disabled, you'll be notified by email and will have seven days from when you were first notified to opt out of having your calling tool disabled.

reconnect-to-hubspot-calling

To keep your calling tool active, click Keep my calling account activated in the notification email. You will then be redirected to your account's calling settings and will see a notification banner indicating if your calling account is still active.

Turn on call recording

Turn on call recording to capture the call's audio. The ability to record calls is an account-wide setting, affecting all users who are making calls in the account. It can be turned on or off by a user with Account access permissions. Before turning on call recording, learn more about call recording laws.

  • 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 Call tab, select the Allow call recording checkbox. If this setting is turned off, the Record button will not appear when making a call. If you are not seeing the option to record, check with the other admins in your account to see if they have turned this setting off.

allow-call-recording

Turn on Conversation Intelligence (Sales Hub or Service Hub Enterprise only)

If you're a Super admin in a Sales Hub or Service Hub Enterprise account, you can also turn on Conversation Intelligence (CI) to automatically transcribe and analyze calls. This includes calls made through the calling tool, using HubSpot's integration with Zoom, or using a connected third-party calling provider that supports CI. Using CI in HubSpot, you can:

  • Review recorded calls using call speaker tracks, sharing options, transcripts, and search capabilities.
  • Access a full list of your team's calls in your calls home. These calls are filterable by call properties such as user, team, call outcome, and duration.
  • Search across all recorded calls for key terms within global search.
  • Preview call details on associated records for added context.

Please note: only calls made by users with an assigned Sales Hub or Service Hub Enterprise paid seat will be automatically transcribed. Any user in a Sales Hub or Service Hub Enterprise account can access the call recording and transcript for coaching.

To turn on CI in HubSpot:

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Objects > Activities.
  • In the Transcription and analysis section, click Turn on transcription and analysis.
turn-on-transcription-and-analysis-1
  • When turning on CI, you can also opt-in to use your account's data to improve the quality of your call transcripts. In the dialog box, select the Help improve your transcriptions checkbox. If you don't turn this on when setting up CI, you can navigate back to your calling settings at any time to turn it on later. Learn more about how HubSpot uses data to improve the quality of your transcripts.

transcript-and-analysis-with-improve-transcripts-setting

  • Click Turn on transcription and analysis.
If you're using HubSpot's integration with Zoom to make calls, make sure cloud recording is turned on in your Zoom account.
 

Turn off calling for all users

Super admins can turn off calling for all users in the account. 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. 

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Objects Activities
  • Click Turn off calling for all users

turn-off-calling-for-users

  • In the dialog box, type turn off in the text field, 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 on your records' timelines. You will still be able to use Twilio Connect or another third-party integration to make calls.