Review call recordings and transcripts

• You can review recordings made through HubSpot’s calling tool, using HubSpot's integration with Zoom, or using a third-party calling provider that is integrated with HubSpot. 

If you're a user with an assigned Sales Hub or Service Hub Professional or Enterprise paid seat, you can use Conversation Intelligence (CI) to transcribe and analyze recordings. This enables you to coach your team more effectively and gain valuable customer insights from the recordings and transcripts. 

Please note: any user who is recording calls made from HubSpot can review and coach on the call recording, but they will not have access to the additional features powered by CI, such as the transcript.

Only recordings made by users with assigned Sales Hub or Service Hub Professional or Enterprise paid seats 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 if they have the appropriate Object Access permissions for the record.

If you're using the HubSpot mobile app, learn how to review recordings while on the go. 

Before you get started

• Set up the calling tool. You can either acquire a HubSpot provided phone number, register your outbound phone number with HubSpot, set up HubSpot's integration with Zoom, or integrate with a third-party calling provider.

Please note: HubSpot only supports a select group of third-party calling providers. Learn more about which calling providers are supported in the HubSpot App Marketplace.

• HubSpot call recordings are enabled by default. Make sure that call recording is turned on in your settings.
• If you're a Sales Hub or Service Hub Professional or Enterprise user, make sure that CI is also turned on in your settings so your recordings will be transcribed.
• If you're using Zoom to make calls, make sure cloud recording is turned on.
• Review call recording laws for your area.

Review recordings

You can access the recording and add any notes or comments. 

• In your HubSpot account, navigate to Contacts > Calls.
• Click the call title.
• To start the recording, on the left of the review screen, click playerPlay Play. You can also use the controls to playerFastForward skip or playerRewind rewind. If you're reviewing a Zoom cloud recording, you can also play, pause, or skip ahead.
• To send a notification to another team member, in the text field on the right, type @ followed by the user's name, enter your comment, then click Save.

• To access the call recipient's contact information, in the top right, click Participants to expand the section.
  • To access the contact's information, click the name of the record to open a pop-over with the contact's details.
  • To navigate to the full record, click Go to record.
• Below the recording on the left side, review any existing notes, or click Edit note to add more notes.
• If you're a user with an assigned Sales Hub or Service Hub Professional or Enterprise seat, in the notes section, you can add a link to specific timestamp for later review.
  • Type the time then press the Enter key. 

• • Click Save. 
  • To skip to that time in the recording, click the timestamp in the call notes. 

Review transcripts (Sales Hub or Service Hub Professional or Enterprise only)

• Below the recording, view speaker tracks to monitor the user's speaking time compared to the contact's. Click and drag the handle along the speaker track to listen to a specific part of the recording.
• HubSpot will automatically match speaker names on transcribed two-party calls made with Zoom Basic or Pro. If you need to manually match speaker names on a transcript, click the avatar next to the name of the speaker (e.g. Speaker 1, Speaker 2). Then, select the correct speaker name from the dropdown list, and click Match.

• To unmatch a speaker, click the avatar next to the name of the speaker, then click Unmatch. If you are attempting to rematch multiple speakers to correct a mistake, unmatch all incorrect speaker names first before rematching to ensure all speaker names reappear in the dropdown list. 

Please note: manual speaker matching is not available for calls made with Zoom Business, Business Plus, or Enterprise, since these transcripts are provided by Zoom and not by HubSpot.

• If you're a user in a Sales Hub or Service Hub Enterprise account, you can share call recording clips with defined start and end times.
  • Click and drag the handle along the speaker track to determine the start time of the recording clip you are sharing. You can also hover over and click the transcript excerpt where you'd like to start the recording clip. If you'd like to share the entire clip, drag the handle to the beginning of the recording or select the first transcript excerpt.
  • Above the recording, click the share Share button.

• • On the Share recording dialog box, you can select users to send the recording clip to, write a message, and trim your clip.
    • Click the Select email to dropdown menu, and click the checkmark next to users you wish to send the recording clip to. Any users who don't have permission to view recordings will be grayed out and unselectable. To share the recording, a super admin or user with Add and edit users permissions will need to update the user's view permissions.
    • Type in the Message text box to tell users why you're sharing the recording clip.
    • Use the handles along the speaker track or type the Start and End time to alter the length of the recording clip. If you'd like to share the entire recording, make sure the handles along the speaker track are at the beginning and end of the recording.

• • Click Share to send an email with the message and link to the recording clip. You can also share a clip by selecting link Copy link.

Please note: users with permission to view a recording clip can also listen to the entire recording. The intent of the clip is to provide clear focus and direction.

• If you're a user in a Sales Hub or Service Hub Enterprise account, to review which tracked terms used during the call, click the Tracked terms tab. To make edits to your tracked terms, click Edit tracked terms. 

Please note: you must be a super admin to add or edit tracked terms. 

• On the right of the recording review screen, access the transcript:

Please note: automatic transcription is available for HubSpot's default content creation languages. HubSpot will transcribe the recording in the language selected in your account settings. Learn more about HubSpot's language offerings.

• • Use the search bar to lookup specific keywords. The results will return any part of the transcript where the keyword was used.

• • To share a specific part of the transcript with another team member, hover over the transcript text and click Share. In the dialog box, click Copy link, then paste it into an email or other message and send to your team member.

• If you want to improve the quality of your transcripts, you can turn on the Help improve your transcriptions setting by flagging a transcript as useful or not useful.
  • Click useful or not useful at the end of the transcript.
  • Review the information in the dialog box, then select Yes to turn the setting on. You can turn this off at any point in your calling settings. Learn more about how HubSpot uses data to improve the quality of your transcripts.

Sync Zoom recordings

If you have a Zoom Business or Enterprise account, you can sync your Zoom cloud recordings to review in HubSpot. Once cloud recording is enabled in your Zoom account, recordings will appear on the associated record's timeline. If you're a user with an assigned Sales Hub or Service Hub Professional or Enterprise paid seat, CI will transcribe Zoom cloud recordings and these transcripts will also sync over to the record's timeline.

To set up Zoom recording using CI, you must:

• Enable cloud recording in Zoom. Ensure also that audio transcripts checkbox is selected to ensure you receive transcripts in HubSpot from your Zoom recordings.
• Select the Sync data from recordings and transcripts checkbox in your Zoom integration settings.
  
  

• To assign recordings to users in your HubSpot account, ensure that they connect their Zoom accounts in the Users accounts tab. Recording engagement activities will be assigned to a user in your HubSpot account if their email address matches the email of a Zoom user on the call.

Associate recordings with other records

By default, HubSpot AI will automatically associate recordings to the primary company associated with the call’s participants. This will be indicated by the HubSpot AI icon. You can hover over the icon to find links to relevant documentation for the association.

You can also associate a recording with other contact, company, deal, or ticket records in your CRM. The recording will appear on the associated record's timeline so you can access the recording details for more context.

• In your HubSpot account, navigate to Contacts > Calls.
• Click the call title.
• In the top left, click Associations.
• In the Associations panel:
  • To add an association, click Add on an object card.
  • To preview the associated record, hover over the association and click Preview.
  • To remove any existing associations, hover over the association, click the More dropdown menu, and select Remove association.

The associated records will also appear on the calls index page. If the associated records don't appear in the table, edit the table's columns.

Share recordings with your team

Before a meeting, you can share a recording with a team member so they can prepare.

• In your HubSpot account, navigate to Contacts > Calls.
• Click the call title.
• In the top right, click Share.
• In the dialog box, click Copy link.
• Paste the link into an email or other message, then send it to your team member.

Learn more about searching and segmenting calls in the calls index page.