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Use coaching playlists to train your team

Last updated: November 27, 2023

Available with any of the following subscriptions, except where noted:

Sales Hub Professional, Enterprise
Service Hub Professional, Enterprise

You can create coaching playlists containing complete or clipped call recordings to help train your team members. Playlists can help you teach soft skills and selling tactics, or train existing team members on how to position a new product. You can then put your playlists into folders to organize different areas of your training process.

You can also follow playlists to get notified when new recordings are added, so your team can stay up to date on the latest and greatest calls. When you follow a playlist, you'll receive a daily email notification when new recordings have been added from the previous day. 

Getting started

  • Any user can create a playlist or folder. When a playlist or folder is shared with other users, those users can add recordings to the playlist that were shared.
  • Only a playlist owner or super admin can move, delete, or update sharing permissions for a playlist. However, if it is in a folder, the folder owner or a super admin can move or update the sharing permissions for the playlist.
  • Super admins can view all playlists, including private playlists.
  • Access to view recordings remains dependent on a user's permission to view the contact associated with the recording. Adding a recording to a playlist won't override this permission.

Create a coaching playlist

  • Navigate to one of the following:
    • In your HubSpot account, navigate to Sales > Coaching Playlists.
    • In your HubSpot account, navigate to Contacts > Calls. Click Playlists on the top right.
  • Click Create playlist on the top right. 

create-playlist-button

  • In the right sidebar, type the Playlist name and Playlist description in the textboxes.
  • Click the Folder dropdown menu, and select a folder. Learn how to create a playlist folder.
  • Use the circleFilled radio button to select who can see this playlist. If you select Specific users or teams, click the Users or Teams tab, and click the checkbox next to each user or team you want to add to this playlist.

create-a-coaching-playlist

  • Click the Send email notification checkbox if you want to notify users about the creation of the playlist. You can copy a link to the playlist later if you don't send the notification now.
  • Click Create.

Add recordings to a playlist

  • On the Coaching Playlists page, click Recordings on the top right.

add-recordings-button

  • Click on a call record that has a recording. Above the recording, click + Add to playlist.

add-to-playlist

  • In the Add to playlist dialog box:
    • Click the Select playlist dropdown menu, and click the checkbox next to each playlist you want to add the recording to. Click Create playlist if you want to create a new playlist. A new tab will open where you can create a new playlist. You will need to complete these steps again to add the recording to the new playlist.
    • Type the description in the text box.
    • Use the handles along the speaker track or type the Start and End time to alter the length of the recording. If you'd like to add the entire recording, make sure the handles along the speaker track are at the beginning and end of the recording.

add-to-playlist-1

Create playlist folders

  • Navigate to one of the following:
    • In your HubSpot account, navigate to Sales > Coaching Playlists.
    • In your HubSpot account, navigate to Contacts > Calls. Click Playlists on the top right.
  • Click New folder on the top right.

create-new-folder

  • In the right sidebar, type the Folder name and Folder description in the textboxes.
  • Use the circleFilled radio button to select who can see this playlist. If you select Specific users or teams, click the Users or Teams tab, and click the checkbox next to each user or team you want to add to this playlist.

create-a-playlist-folder

  • Click Create.

Manage coaching playlists

  • Navigate to one of the following:
    • In your HubSpot account, navigate to Sales > Coaching Playlists.
    • In your HubSpot account, navigate to Contacts > Calls. Click Playlists in the top right.
  • On the right sidebar, click the My private playlistsFollowed playlists, and Shared playlists dropdown menus to view different playlists and folders. You can filter your playlists and folders by owner and last updated date.

view-playlists-and-folders

  • To move recordings to different playlists:
    • In a playlist, hover over a recording, and click the verticalMenu Actions dropdown menu. Then, click Move.
    move-recording
    • In the dialog box, click the checkbox next to the playlist where you want to move the recording. Click Move.
  • To move playlists to different folders:
    • Navigate to one of the following:
      • On the left sidebar, click the verticalMenu Actions dropdown menu, then click Move
       move-playlist-to-different-folder
      • In a playlist, click the Actions dropdown menu at the top right, then click Move.

        move-playlist-to-different-folder-2
    • In the dialog box, click the Select a folder dropdown menu, and select the folder where you want to move the playlist. Click Move

Please note: when you move a playlist into a folder, the playlist will inherit the sharing permissions of the folder. The folder owner will then be able to move, delete, or change sharing permissions for that playlist. To change the permissions of a playlist within a folder, either move the playlist out of the folder or update the sharing permissions of the folder.

  • To delete a playlist or folder:
    • Navigate to one of the following:
      • In the left sidebar, click the verticalMenu Actions dropdown menu, then click Delete
      • In a playlist, click the Actions dropdown menu at the top right, then click Delete.
    • In the dialog box, enter your Hub account ID to confirm the deletion. Then, click Delete folder.
  • To share playlists or folders:
    • Navigate to one of the following:
      • In the left sidebar, click the verticalMenu Actions dropdown menu, then click Share
      • In a playlist or folder, click Share in the top right.
    share-playlist 
    • In the dialog box, use the circleFilled radio button to select who can see this playlist. If you select Specific users or teams, click the Users or Teams tab, and click the checkbox next to each user or team you want to add to this playlist. You can also click Copy Link.
    share-playlist-or-folder
    • Click Share.
  • To follow or unfollow a playlist, on the left sidebar, click the verticalMenu Actions dropdown menu, then click Follow or Unfollow. When you follow a playlist, it will appear under the Followed playlists dropdown menu to help you easily keep track of them.
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