Calling

Make calls

Last updated: March 20, 2020

Applies to:

All products and plans

The HubSpot calling tool allows you to call contacts from your browser or phone and log calls on your contacts' timelines in HubSpot. Before you get started, make sure to register your phone number for calling.

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.
  • If a contact has opted out of all communication, you will need to give the contact a one-time legal basis to communicate with them before making a call. In the dialog box, click Give one time legal basis to assign a lawful basis and explain why you're allowed to communicate with the contact. You will need to assign lawful basis to contacts who have opted out of all communication even if the GDPR setting is turned off in your account.

Please note: while these features live in HubSpot, your legal team is the best resource to give you compliance advice for your specific situation.

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  • 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.

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  • 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.

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  • 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.
    • To change the microphone or speaker device you're using, click the Audio dropdown menu.
    • Next to the Audio dropdown menu, you can review your network quality score. This score is measured using the Mean Opinion Score (MOS). If the network quality is poor, consider joining a different network or working with your IT team to improve your network connection. Learn more about the technical requirements for using the calling tool.
    • Add notes in the text box for your call. Use the toolbar to format text, add links, images, and attachments.
    • To end the call, click Hang up.
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  • When the call ends, you can add any additional notes and click the Select an outcome dropdown to select the call outcome.

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  • 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.

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  • Click Save call.

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.
  • To add a comment to the logged call, click Add comment.

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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.
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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.


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