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Calling

Review calls

Last updated: October 12, 2021

Applies to:

All products and plans

In HubSpot, you can record and review 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. 

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

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

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.

  • Make sure that call recording is turned on in your settings.
  • If you're a Sales Hub or Service Hub Enterprise user, make sure that CI is also turned on in your settings so your recorded calls 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 call recordings

For each call, you can access the recording and add comments to the call. 

  • In your HubSpot account, navigate to Contacts > Calls.
  • Click the call title.
  • To start the recording, on the left of the call 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.

add-a-comment-to-call-1

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

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

  • Below the recording, access the call 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 call.move-speaker-track
  • Click the Tracked terms tab to review which terms were used during the call. 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. 

edit-tracked-terms-from-call-review

  • 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.
  • 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.

Review your Zoom recordings (Sales Hub or Service Hub Enterprise only)

If you have a Zoom Business or Enterprise account, you can review your Zoom cloud recordings and transcripts in HubSpot. Once cloud recording is enabled in your Zoom account, recordings and transcripts will appear on the associated record's timeline.

Please note: cloud recordings will not sync to the contact's record if there is no email address provided for the meeting participant in Zoom. Keep in mind that this can occur if you turn off the Only authenticated users can join meetings setting in Zoom. 

To set up Zoom recording using CI, you must:

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

    Please note: when you select the Sync data from recordings and transcripts checkbox, all new recordings and transcripts will automatically sync to HubSpot for both meetings and webinars. To delete a call recording, you can do so from the calls index page.

    • All recordings from meetings and webinars will automatically sync into HubSpot, and will be visible to all users of your HubSpot account based on your Object access permissions for contacts. Learn more about user permissions in HubSpot.

    • Laws and regulations around call recording and transcription are complex, so you should work with your own legal team to understand how those laws relate to these features. You are responsible for determining and ensuring compliance with the laws that apply to you. Learn more about HubSpot’s call recording features.



    zoom-sync-recording-settings
  3. To assign call recordings to users in your HubSpot account, ensure that they connect their Zoom accounts in the Users accounts tab. Call 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 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.