You can answer inbound phone calls in HubSpot. This allows you to easily access records and write notes from your desktop without the need to forward the call to a cellular device. Inbound calls save to the Call Index Page once the call is answered for easy access to take real-time notes and review the call after it ends.
You must use a supported browser to receive calls in HubSpot. Safari is not supported with inbound browser calling.
All inbound and outbound calls in HubSpot's EU data center are routed through Twilio's Ireland data center. This means when you use Twilio from the EU data center, your voice data is routed through Twilio Ireland. Twilio messaging data is not in scope of this change. For customers onboarded to the EU data center, this change applied to outbound call data after December 1, 2022, and to inbound call data after August 30, 2023.
In your HubSpot account, click the settingssettings icon in the main navigation bar.
In the left sidebar menu, navigate to General. Then, click the Calling tab.
Under Device ringing, click the dropdown menu, and select Ring in HubSpot browser.
After you set up your HubSpot provided number and device ringing method, click the callingInbound Calling icon on the top right navigation bar. From the pop-up banner, click Open call tab.
The Call Windowwill open in a separate window which enables you to receive inbound calls in your HubSpot browser. The Call Window must remain open to receive inbound calls.
Receiving and managing inbound calls
Incoming calls to your inbound phone number will appear in a Call Remote dialog box next to the callingInbound Calling icon on the top right navigation bar and on the Call Window. You can answer the call in either place.
(Call Remote within HubSpot)
(Call tab page)
The contact's name, company name, and a link to the contact record may be displayed.
Please note: caller ID may not work if you have multiple contacts with the same phone number.
To answer an inbound call:
Click Accept to answer the call on the Call Remote dialog box or the Call tab page. The call will show it's connected with a green flashing circle next to the callingInbound calling icon or a red circle on the tab of the Call tab page. If you click into the Call tab page, a green banner will appear that says Active call.
To access the call record to take notes during the call:
From the Call Remote dialog box:
Navigate to the Call Remote dialog box next to the top right navigation bar.
Click Call Details.
From the Call tab page:
Navigate to your HubSpot account tab on your browser.
In your HubSpot account, navigate to Contacts > Calls.
From the Calls screen, the inbound call record will appear at the top of the call index. Click the title to access the call record.
From the call record, you can take notes during the call and associate the call with other CRM records. If you have a Sales Hub or Service HubProfessional or Enterprise paid seat, you can access transcripts from your inbound call:
To take notes:
From the call record screen, click Edit note.
Type notes in the text box.
To associate CRM records with the call:
In the right sidebar of the call record screen, click objectAssociationsAssociations.
To access call transcripts and write comments (Sales Hub or Service Hub Professional or Enterprise only), from the call record screen, review transcripts and write comments after the call is complete.
If you are unable to answer an inbound call, the user will hear the message: “I am sorry. The person you reached isn’t available. Please try again shortly.” You will receive a notification that the call has been logged. If you have Allow Call Recording enabled, your inbound callers can leave voicemails. Learn more about accessing voicemails on the Call Index page.
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