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Calling

Set up calling

Last updated: November 3, 2022

Applies to:

Sales Hub Starter, Professional, Enterprise
Service Hub Starter, Professional, Enterprise

When configuring a phone number in HubSpot, users with assigned Sales Hub or Service Hub paid seats can set up a HubSpot provided phone number that allows them to place and receive calls, or register an outbound phone number to place outgoing calls. You can also integrate with a third-party calling provider.

Review the table below to learn more about the differences between HubSpot provided phone numbers and outbound phone numbers.

  HubSpot provided phone number Outbound phone number
Call from CRM Yes Yes
Call from conversations inbox Yes Yes
Route to forwarding number, voicemail, etc. Yes No
Log outbound calls to CRM Yes Yes
Log inbound calls, missed calls, and voicemails to CRM Yes No

You can also 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 Professional or Enterprise account, you can turn on Conversation Intelligence (CI) to automatically record, transcribe, and review calls made in HubSpot.

Please note: depending on your HubSpot subscription, there is a limit to the number of HubSpot provided phone numbers that you can acquire. Each HubSpot account also has a pooled limit of available calling minutes that are shared between users based on your subscription. Super admins in a Sales Hub or Service Hub Professional or Enterprise account can purchase additional calling minutes and/or HubSpot provided phone numbers from the Add-ons section on HubSpot's pricing page or by contacting their Customer Success Manager.

Set up phone numbers

To make calls in HubSpot, you can either use a HubSpot provided phone number, register an outbound phone number, or integrate with a third-party calling provider.

Configure a HubSpot provided phone number

A HubSpot provided phone number allows you to make outbound calls and receive incoming calls forwarded to your personal device. If you're a user with super admin permissions, you can acquire a HubSpot provided phone number then assign it to a team member. You can also acquire the number and reassign it later. After acquiring a HubSpot provided phone number, make sure to configure a forwarding number to send the incoming calls to.

HubSpot provided phone numbers are generated by the third-party service Twilio and must meet country specific regulations. To gain access, you must submit information about your business to Twilio who will then review and confirm the information with the local telecom provider in that country. If requirements are satisfied, you can register the HubSpot provided phone number. This only needs to completed once. 

Please note:

  • Currently, only numbers from the United States, the United Kingdom, and Canada are available as HubSpot provided phone numbers. However, you do not have to be located in one of those countries to use a HubSpot provided phone number.
  • 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.
  • Call recording laws apply to inbound calls if you turn on call recording in HubSpot. When a contact calls a number where recording is turned on, a voice message will play informing them that the call is being recorded. If you don't want to record these calls, you can turn off call recording. When a super admin enables call recording for a user on a HubSpot provided phone number, calls will begin recording automatically.
  • Toll-free numbers are not supported as HubSpot provided phone numbers. 
  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Calling.
  • On the Phone numbers tab, click Get a HubSpot number.

phone-numbers-tab-calling-settings

  • In the right panel, review the information then click Next.
  • Use the dropdown menus to select a country and area code, then click Generate a number.

get-hubspot-number-panel

  • Review the phone number that appears. If you're satisfied with the generated phone number, click Get this number.

Please note: when you click Get this number, you will use one of your allotted HubSpot provided phone numbers.

  • To assign this number to a user in your account and add a forwarding number, click Continue to set up.
  • Click the Assign a user dropdown menu and select a user with an assigned Sales Hub or Service Hub seat.
  • To forward inbound calls made to the HubSpot provided phone number to your mobile phone or landline, in the Forwarding number field, click Edit.
    • In the dialog box, enter a phone number.
    • To receive a code to verify the phone number, select the SMS message or Phone call radio button, then click Text me or Call me.
    • edit-forwarding-numberEnter the code provided, then click Verify.
  • After verifying your phone number, in the right panel, click Save to finish setting up the HubSpot provided phone number for inbound calling.

finish-setting-up-hubspot-number

You can now use this phone number to make outbound calls or to receive incoming calls to the forwarding number that you configured. Inbound calls will appear in your calls home page and you can review them using the call review tool. However, they are not automatically associated with a record in the CRM. You can still manually associate the call to a corresponding CRM record.

inbound-call-call-list

If you miss an inbound call or the caller leaves a voicemail, the call record will appear in HubSpot and the voicemail will also be included as part of the call recording as long as you turn on recording in your account. Learn more about managing HubSpot provided phone numbers

Register an outbound phone number

You can register an outbound phone number in your calling settings. This allows you to make outgoing calls to your contacts, and your caller ID will appear on the contact's device when they receive a call from you. However, HubSpot does not take ownership of registered outbound phone numbers, and you can only make outgoing calls when using an outbound phone number in HubSpot.

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. Before you register a phone number, make sure your country is supported for calling.

Please note: you cannot register a toll-free number to use as an outbound phone number. 

  • In your HubSpot account, click the settings settings icon 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.
  • To register your phone number, click Add phone number.

add-hubspot-phone-number

  • In the dialog box, enter your phone number and an extension (if applicable).
  • You will then be prompted to verify your phone number. 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 user's calling settings and you can use it to make outbound calls in HubSpot. Learn how to manage your registered outbound phone numbers

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.

Turn on call recording

You can 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 about call recording laws to ensure that you are compliant with these laws as they vary across jurisdictions.

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Calling.
  • Click the Call Configurations 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-checkbox

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

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

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

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

To turn on CI in HubSpot:

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Calling.
  • Click the Transcription and Analysis tab.
  • 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 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.
  • By default, HubSpot AI will automatically associate recordings to the primary company associated with the call’s participants. To turn this off, clear the Assign companies to recorded calls with HubSpot AI checkbox. 

assign-companies-to-recorded-calls

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

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 automatically turned off in your account. Before your calling tool is turned off, 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 turned off.

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 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 settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to Calling.
  • On the Call Configurations tab, click to toggle the Place calls using HubSpot calling switch off.

turn-off-calling-on-configuration-tab

  • 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 calling provider to make calls.

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