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Review calls in the call index

Last updated: November 28, 2022

Applies to:

All products and plans

The call index page allows you to access summarized call data for inbound and outbound calls that you place in HubSpot, including third-party integrations like Zoom. The call index page has two default views, but can be customized according to different criteria. 

The call index page displays:

  • Inbound forwarded calls
  • Inbound in-app calls (BETA)
  • Inbound in-app voicemails (BETA)
  • Outbound manually logged calls
  • Outbound calls
  • Third-party call integrators (e.g. Zoom, Aircall, etc.) Learn more about placing calls with HubSpot’s third-party calling provider integrations

Access the call index page

  • In your HubSpot account, navigate to Contacts > Calls.
  • The call index page displays the following default call property data:
    • Call title: the call title
    • Activity date: the date that an activity occurred or is set to occur
    • Call status: the status of the call, including MissedCanceledCompletedBusyFailed, or No answer
    • Activity assigned to: the owner who is assigned an activity
    • Call notes: the text of a call note
    • Assigned Contacts: the contact record associated with the call
    • Associated Companies: the company record associated with the call
    • Associated Deals: the deal record associated with the call
    • Call outcome: the result of the call, including No answer, Busy, Wrong number, Left live message, Left voicemail, Connected, or Custom Call Outcomes
    • Recording URL: the URL of the call or voicemail audio
    • Call Direction: the direction of the call, either Inbound or Outbound
    • Call Source: the source of the call, including VoIP, Zoom, or Integrations platform

Learn how to alter the view and filters on the call index page.

Review call records

  • In your HubSpot account, navigate to Contacts > Calls.
  • Hover over the call title and click the Preview button.

preview-button-call-panel-1

  • From the call preview panel, you can view the call recording, a call summary, and associated contacts, companies, deals, and tickets. You can also add records to associate with the call.
    • To access the call recording:
      • Click therightarroarrright arrow next to Call Recording to expand or collapse the section.
      • Click the playerPlay playback button to listen to the recording. 
      • Click the playerFastForward fast forward button or playerRewind rewind button to jump 10 seconds forward or backward in the recording. 
      • Click and drag the handle along the speaker track to listen to a specific part of the recording.
      • Click a section of the transcript to skip to that part of the recording (Sales Hub or Service Hub Professional or Enterprise only).
    • To access the call summary:
      • Click therightright arrow next to About this Call to expand or collapse the section.
      • To edit the Activity date, hover over the date and click the edit pencil icon. Select the date from the calendar.
      • To edit the Activity assigned to, click the dropdown menu and search or select the user from the list.
      • To edit the Call outcome, click the dropdown menu and select the call outcome.
      • View the Call duration to see how long the call lasted.
    • To view associated contact, company, deal, and ticket records:
      • Click therightright arrow next to Contacts, Companies, Deals, or Tickets to expand or collapse the sections.
      • Associated records will display in their respective sections. 
      • Click + Add to add a new or existing record to associate with the call record.
    • To view association history, click the Actions dropdown menu in the top right of the call preview panel, and select View association history
    • To view property history, click the Actions dropdown menu in the top right of the call preview panel, and select View property history.
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