Set up calling

Set up the HubSpot calling tool to decide how your organization will appear on outbound calls and where inbound calls will be routed and managed. This guide explains the key HubSpot calling settings so you can configure them correctly and understand their impact on the caller experience and team efficiency.

Choose your calling path

The type of number you choose affects how prospects see your organization, how easily they can reach you, and how flexible your routing and reporting will be in HubSpot. As you design your calling strategy, think about who you are calling (and from where), whether you expect a high volume of inbound calls, and how important it is to maintain a consistent, branded caller ID across teams and regions.

Depending on your business needs, you can choose to generate HubSpot-provided phone numbers or register an outbound phone number. See the key differences below:

HubSpot-provided phone number

HubSpot-provided phone numbers are generated directly within your HubSpot account and are powered by Twilio. Because these numbers are created and managed within HubSpot, you gain full control over the entire lifecycle of a phone call.

• Best for teams: these are the only numbers that can be used to receive inbound calls to shared channels, like Help Desk or the Conversations Inbox.
• Expanded inbound calling capabilities: HubSpot-provided phone numbers let your team receive calls directly in the HubSpot browser or mobile app. It includes advanced features designed for structured support and sales workflows, such as automated call routing, custom recording consent messages to support compliance, and voicemail that is fully integrated with the CRM.
• Admin-controlled: Super Admins acquire and assign these numbers to specific users or teams. If an employee leaves, the Admin can simply reassign that specific number to a new hire.
• Compliance-oriented: because these are new lines, they require a one-time regulatory review (through Twilio) to verify your business identity before they can be activated.

If this seems like the right path for your business, learn how to acquire and validate HubSpot-provided phone numbers.

Outbound phone numbers (personal/office lines)

Outbound phone numbers are existing lines you already use, such as a personal mobile phone or an office desk phone. When you register one of these numbers in your HubSpot account, you are not transferring ownership or moving the number into HubSpot. Instead, you are verifying that the number belongs to you so HubSpot can display it as your Caller ID when you place outbound calls from the CRM.

• Direct callback behavior: when you call a prospect from the CRM, their phone will show your actual office or mobile number. If they call you back, the call goes directly to your physical device, bypassing HubSpot.
• Individual setup: unlike HubSpot-provided phone numbers, these cannot be assigned by an admin. Every sales rep must manually verify their own number via an SMS code or a phone call code.
• Outbound only: since HubSpot doesn't own the infrastructure for these lines, you cannot receive inbound calls in the browser, and you cannot use HubSpot to record or transcribe any return calls you receive on these lines.
• No regulatory review: there is no regulatory review process. You can verify a number and start calling with your personal Caller ID more quickly.

If this seems like the right path for your business, learn how to register an outbound phone number.

Configure your calling environment

• Routing and availability: decide if calls should ring to your browser, your mobile app, or an outbound number.
• Working hours: set your availability for receiving inbound calls.
• Voicemail: upload or generate custom greetings for during or after working hours.

Learn more about how to configure call routing, working hours, and voicemail.

Manage call settings and preferences

For admins, you can use advanced settings to add more minutes, ensure legal compliance and clean data, or to turn off the calling tool altogether.

• Add more minutes: add more calling minutes to your pooled limit.
• Recording and transcription: automate how calls are captured and analyzed.
• Require outcome logs: require a call outcome log to maintain consistent, usable reporting data.
• Phone number blocking: block high-risk or spam numbers.

Learn more about managing call settings and preferences.

Use third-party calling apps and developer options

You can integrate a third-party calling provider from the App Marketplace so your team can place and log calls in HubSpot while using your existing telephony system.

If you use a custom or in-house calling solution, you can also work with a developer to connect your app with the Calling Extension SDK, embed call controls in HubSpot, and send call events back to the CRM for reporting and automation.