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Report on call keywords (BETA)

Last updated: March 16, 2021

In Beta

Applies to:

Sales Hub  Enterprise
Service Hub  Enterprise

Set up call keywords so that you can report on sales calls using conversation intelligence. When a keyword is mentioned in a sales call that has been transcribed, that data will become available in the custom report builder. Reporting on call keywords gives you more visibility into call trends and opportunities for growth across your sales team.

Learn more about using Conversation Intelligence to review calls.

Below, learn how to set up keywords for reporting, then how to access a call report.

Add call keywords

To add keywords:

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Objects > Activities.
  • In the Calling tab, under Transcription and analysis, if you haven't yet enabled Conversation Intelligence for calling, click Turn on transcription and analysis.
  • Click Edit Keywords

    add-and-edit-keywords
  • In the right panel, click + Add Category
  • Enter a category name. A placeholder keyword will automatically be added to the category, which you can rename by entering a keyword into the field.
  • To add more keywords to a category click + Add Keyword
  • Click Save to save your changes.

Once you've added keywords, HubSpot will begin to track those keywords in future calls. HubSpot will not track new keywords in calls made in the past.

Create a keyword report

With keywords added, you can build a custom report to track keywords, keyword categories categories, and your calls in general.

To create a keyword report:

  • In your HubSpot account, navigate to Reports > Reports.
  • Click Create custom report.
  • In the left sidebar menu, click Custom Report Builder
  • In the Primary data source dropdown menu, select Calls.
  • Select any other data sources you'd like to report on, then in the upper right click Next. You'll then be brought into the report builder where you can continue building your report.