Configure calling

Phone calls still close deals. Email gets ignored, LinkedIn messages get skimmed, but a well-timed call often moves a deal further in five minutes than a week of written follow-ups. HubSpot's calling tool lets your reps make and receive calls directly from the CRM, with every call automatically logged, recorded, and transcribed.

The setup is straightforward, but there's one decision to make first: do you use a HubSpot-provided phone number or register your own? Each option has different capabilities, and choosing the wrong one means either losing inbound call functionality or confusing prospects with an unfamiliar number.

Choose your phone number setup

HubSpot offers two options:

HubSpot-provided number. HubSpot generates a US, UK, or Canadian phone number for you (powered by Twilio). This number lets you make outbound calls and receive inbound calls, all from within HubSpot. Inbound calls are forwarded to a number you specify (your mobile or desk phone). This is the best option if your reps don't have a dedicated business number or if you want all calling activity to flow through HubSpot.

Register your own number. If your reps already have business phone numbers, you can register them in HubSpot for outbound calling. This means the prospect sees your existing caller ID. The limitation: registered numbers support outbound calls only. You cannot receive inbound calls through HubSpot with a registered number.

To set up either option: go to Settings (gear icon) > Tools > Calling. For a HubSpot number, click "Get a HubSpot number", select your country and area code, and generate the number. For your own number, use the "Register outbound number" option under General preferences.

After generating a HubSpot number, a super admin assigns it to the user with a sales or service seat. The user then adds a forwarding number where they want to receive inbound calls.

Make a call from HubSpot

Once a number is set up, making a call is simple. Navigate to any contact record, click the call icon under the contact's name, and select which number to dial (the contact's number or their company's number). HubSpot opens a calling window in the browser, and the call connects.

All calls made through HubSpot are automatically logged on the contact's timeline. If recording is enabled, the recording and transcript are attached to the call record.

Enable call recording and transcription

Call recording captures every conversation for coaching and reference. Transcription converts the recording to searchable text, which means you can search for specific topics across all your team's calls.

To enable recording: go to Settings > Tools > Calling, and toggle on "Call recording" in the Call configurations section. You can set recording to apply to all calls, inbound only, or outbound only.

Automatic transcription is available on Sales Hub or Service Hub Professional and Enterprise tiers. When enabled, HubSpot transcribes calls automatically after they end.

A compliance note: call recording laws vary by jurisdiction. In some regions, both parties must consent to being recorded. HubSpot lets you configure a consent message for inbound callers. For outbound calls in two-party consent jurisdictions, your rep should verbally confirm recording at the start of the call. Check your local regulations before enabling automatic recording.

Review calls and coach reps

To access all calls: go to CRM > Calls. From here you can filter and select individual calls. Each call record lets you:

Listen to the recording. Play back the full conversation at normal or adjusted speed.

Search the transcript. Find specific topics or keywords without listening to the entire call.

Add notes and comments. Annotate the call with coaching feedback or follow-up items. Tag colleagues with @mentions.

Review call stats. See talk-to-listen ratios, longest monologue, and other metrics that help identify coaching opportunities.

Share the call. Generate a shareable link to send the call to colleagues who weren't on it but need context.

This is where calling becomes a management tool, not just a communication channel. Regular call reviews give sales managers direct visibility into how reps handle objections, pitch the product, and move prospects toward a decision.

HubSpot's calling tool turns phone conversations into trackable, coachable, searchable data. Choose the right number setup for your team, enable recording and transcription, and build call review into your regular sales management rhythm. Every call logged in HubSpot is a conversation your team can learn from.