Calling

Review calls

Last updated: April 6, 2021

Applies to:

Sales Hub  Enterprise
Service Hub  Enterprise

Effectively coach your team and gain customer insights by recording, transcribing, and analyzing calls in the HubSpot CRM using Conversation Intelligence (CI). You can access call insights for calls made through HubSpot's calling tool, using HubSpot's integration with Zoom, or using a third-party calling provider that is integrated with HubSpot.

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.

Before you get started

Please note: currently, the third party providers that support CI in HubSpot are JustCall, Kixie, and Zoom Business or Enterprise subscriptions that support recording transcripts

Review call recordings and transcripts

For each call, you can access the recording and transcript, review the speaker tracks, and add comments to the call.

  • In your HubSpot account, navigate to Contacts > Calls.
  • Click the call title.
  • On the left on the call review screen, access the recording:
    • To start the recording, 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.
    • In the speaker track, monitor your user's speaking time compared to the contact's. You can click and drag the handle along the speaker track to listen to a specific part of the call.
move-speaker-track
    • Review any existing notes, or click Edit to add more notes.
  • On the right of the call review screen, access the call transcript:

Please note: automatic call transcription is available for HubSpot's default content creation languages. HubSpot will transcribe the call 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.
search-transcript
    • 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. 
    • To send a notification to another team member, in the text field, type @ followed by the user's name, enter your comment, then click Save.

add-a-comment-to-call

  • 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.

Associate calls with other records

You can associate a call with contact, company, deal, or ticket records in your CRM. The call will appear on the associated records so you can access the call 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 and click X.
add-associations-to-call

Share calls with your team

Before a meeting, you can share a call with a team member so they can access the recording to 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.