Calling

Make calls

Last updated: November 19, 2019

The HubSpot calling tool allows you to call contacts from your browser or phone and log calls on your contacts' timelines in HubSpot.

Manage phone numbers

Register phone numbers for calling

Before making calls, register and verify your phone number with HubSpot. This process is user-specific; while multiple users can use the same number in your account, each user must register the phone number individually. Before you register a phone number, make sure your country is supported for calling.

  • In your HubSpot account, navigate to Contacts > Contacts.
  • Click the name of a contact.
  • In the left panel, click the call icon calling.
  • Click Add your phone number to register your phone number.

call-contact-record

  • In the dialog box, enter your phone number and an extension (if applicable). Then, click Register.

You'll receive a phone call to verify that you have access to the phone number. When prompted, enter the verification code that appears on your screen.

Once this is completed, a confirmation message will appear. In the dialog box, click Back to contact. You can now make calls with HubSpot's calling tool.

To add additional numbers:

  • Click the call icon calling again.
  • Click the From dropdown menu and select Add new phone number.

Set a default phone number

If you have registered additional phone numbers for calling, the first number you added will automatically become the default. To change the default number:

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Sales > Calling.
  • In the Phone Numbers section, click the star next to the phone number to set as the default.

 

Delete a phone number

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Sales > Calling.
  • In the Phone Numbers section, click Delete next to the number. Once deleted, the number will no longer be an option for calling.

 

Reconnect HubSpot calling

If you enabled calling a month ago, and have not registered any new numbers or made any calls in the past seven days, the calling tool will be disabled in your account. You'll be notified in your notification center, and will have seven days from when you were first notified to place a call or re-register a number.calling%20notification

If the calling tool is deactivated, you must re-enable it before you can place any calls:

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Sales > Calling.
  • Click Enable calling.

Make calls

You can place a call with HubSpot from a phone, or through your browser.

Please note: the option to make calls through HubSpot Sales Calling (VoIP) in the mobile app is no longer available. Calls made from the HubSpot mobile app will be made through your cell phone provider. Learn more about these changes to calling from the mobile app.

The number of calling minutes in your HubSpot account depends on your subscription. An alert will appear in you account when you're within 100 minutes of your limit. If you reach your limit while on a call, you will be able to complete that call, but will not be able to make additional calls that month. Calling minutes reset on the first day of each month.

Call from your phone or browser

  • In your HubSpot account, navigate to Contacts > Contacts.
  • Click the name of a contact.
  • In the left panel, click the call icon calling.
  • In the dialog box, click the Call dropdown menu to select the phone number to call. By default, the calling tool will use the phone number stored in the Phone number property. If the contact's phone number is stored in a different property, such as Mobile phone number, you can select that property instead. You can add an existing property to this list by clicking + Add another phone property.

Please note: you must include the country code when dialing to or from a country supported by calling outside of the United States. The format may include a "+" or not. HubSpot will also dial the number set for the contact's Phone number property. If your contact does not have a value for Phone number, add a phone number.

  • In the dialog box, click the From dropdown menu to select the phone number to call from.
  • Click the dropdown menu and select Call from phone or Call from browser.
    • If you select Call from phone, you'll receive a phone call from an automated system, which will then connect you with your contact.

Please note: when using the Call from phone option, two calls are made: one to the first phone to set up the recording, and another to the second phone for the actual call. This will double the amount of calling minutes used.

    • If you select Call from browser, you'll use your computer audio to make the call and a pop-up window will appear.

  • The recipient's caller ID will display the phone number you selected from the From dropdown menu. Once the call is connected, you can enter an extension, record the call, mute yourself, and take notes in the pop-up window:
    • To enter an extension, click Keypad in the top-right, then enter the extension.
    • To record the call, click Record in the top-right. Call recording will be automatically enabled for one-party consent states. For all other areas, you'll need to get consent from the party you are calling in order to enable recording. In this case, you'll receive an alert after clicking Record. Make sure you inform the contact that you're recording the call, then click I have informed them.

Please note: if you stop recording during a call, none of the call recording will be saved. Learn more about why your call recording may not save.

    • To mute yourself during the call, click Mute in the top-right.
    • Add notes in the textbox for your call. Use the toolbar to format text, add links, images, and attachments.
    • To end the call, click Hang up.

  • When the call ends, you can add any additional notes and click the Select an outcome dropdown to select the call outcome.

select-call-outcome

  • If customized call and meeting types are enabled (Sales Hub Professional and Enterprise only), you can click the Select call type dropdown menu to select the call type.

select-call-type

  • Click Save call to save the call on the contact timeline.

If you connected a third-party calling provider to HubSpot, learn how to make calls using the third-party provider

View calls on the record timeline

After you save the call, it will appear on the contact's timeline.

  • To edit the records associated with the call, click the Associations dropdown menu.
  • To pin the activity to the top of the contact timeline, click Pin.
  • To remove the call from all associated record timelines, click Delete.
  • To edit the call outcome, click the dropdown menu under Outcome.
  • To edit the call type, click the dropdown menu under Type.
  • To see additional details about the call, click the Details dropdown menu.

contact-timeline-call-edit

If you have an assigned Sales Hub Enterprise or a Service Hub Enterprise seat, you can access the call's transcript on the contact's timeline after the call has been saved. The call needs to be recorded in order for it to be transcribed. The transcript will appear on the contact's timeline as an attachment. call-transcript-on-contact-timeline

  • Click Call transcript to open the transcription.view-call-transcript
  • In the Call transcript panel, click Create task to create a follow-up task based on what was discussed during the call. Enter any additional task details in the Create task panel, then click Create.
create-follow-up-task-after-call

In order for the option to create a task to appear, one of the following words must be used during the call: send, provide, deliver, share, schedule, arrange, organize, plan, add, set up, reach out, call, meet, contact, confirm, validate, approve, accept, authorize, sign, check, get back to you. These words must be used in combination with let me, I will, or why don't I to create a follow-up task suggestion.

Please note: it can take up to as long as the duration of the call for a transcript to appear, so longer calls might take more time to transcribe. Calls are transcribed using a service from Google and are currently only available in English.

HubSpot will automatically label each transcript Good, Fair, or Poor depending on the quality of the transcription. The quality is determined by how many words in the transcript are likely to be correct.


calling-call-transcript-quality

/calling/use-the-calling-tool