HubSpot Calls lets your sales team log, record, and track every phone call from inside the CRM, without switching to a separate dialer or updating spreadsheets after the fact. When it is set up, every call is automatically linked to the right contact, company, or deal, and your team can add notes, set follow-up tasks, and move the deal forward in the same step.
This guide covers how the HubSpot Calls tool works, how to set it up, and how to use it consistently so your call activity is visible across the team.
In your HubSpot account, navigate to Settings > Calling. You can use HubSpot’s built-in calling (available on most paid plans) or connect a third-party provider such as Aircall, JustCall, or Twilio via the HubSpot App Marketplace. Choose the option that matches your team’s existing phone setup.
Add a verified phone number to use as your outbound caller ID. HubSpot will send a verification code to confirm ownership. Once verified, your reps can call directly from HubSpot using their desktop browser or the HubSpot mobile app.
Call recording is available on Sales Hub Professional and Enterprise. Go to Settings > Calling > Recording and toggle it on. Depending on your jurisdiction, you may need to notify the other party that the call is being recorded. Your legal team should confirm local requirements before enabling this for your market.
Open any contact record and click the phone icon in the activity bar. A dialer appears. Select the number, confirm the call direction, and start the call. The call is automatically associated with the record and logged in the activity timeline when it ends.
After the call, HubSpot prompts you to select an outcome (Connected, Left voicemail, No answer), add notes, and create a follow-up task. This takes under 30 seconds and keeps the contact record accurate without requiring a separate CRM update later.
What does HubSpot Calls include?
The HubSpot Calls tool has several components that work together:
- Built-in VoIP dialer: Call directly from your browser without a separate phone. Available on Sales Hub Starter and above.
- Call recording and transcription: Available on Professional and Enterprise plans. Calls are recorded, and transcripts can be reviewed inside the contact record or flagged for coaching.
- Call outcomes and dispositions: Log whether the call connected, reached voicemail, or went unanswered. Dispositions can be customised to match your sales process.
- Third-party integrations: If your team already uses Aircall, JustCall, RingCentral, or another telephony platform, you can connect it via the HubSpot Marketplace so calls from those tools are logged in HubSpot automatically.
- Mobile calling: Make and log calls from the HubSpot iOS or Android app, useful for field sales teams or reps who work away from a desk.
How does HubSpot track call activity across the team?
Every call made through HubSpot, whether via the built-in dialer or a connected integration, is stored as an activity on the contact, company, and deal records involved. Managers can see call volume per rep by going to Reports > Sales Activity and filtering by activity type.
On Professional and Enterprise plans, the Conversations tool also includes a call recording library where managers can listen back to calls, leave coaching notes, and filter by duration, outcome, or rep. This is useful for onboarding new sales hires or reviewing calls on deals that stalled.
For teams using HubSpot Sequences, calls can be added as steps in an automated outreach sequence, so a rep’s follow-up cadence includes both email and phone touchpoints, with reminders queued in their task view automatically.
How do you log a call that happened outside HubSpot?
Not every call will happen inside the HubSpot dialer. Reps may use a mobile number, a landline, or a WhatsApp call for some contacts. You can still log these manually:
- Open the contact or deal record.
- Click the Log activity button in the activity bar.
- Select Log call.
- Enter the date, time, duration, outcome, and any notes.
- Save. The call appears in the record’s timeline with a manual-log indicator.
Manual logging is better than no logging at all. Teams that log every touchpoint, regardless of how the call happened, have a more accurate picture of how many interactions it takes to close a deal and where follow-up tends to be missed.
What call outcomes should you set up?
HubSpot provides a default set of call outcomes: Connected, Left voicemail, No answer, Wrong number, and a few others. You can customise these in Settings > Calling > Call Outcomes to match the language your team uses.
Common additions for Southeast Asian teams include:
- Connected, follow up via LINE: When the contact preferred to continue on LINE after a call.
- Not the right contact: When you reached someone who is not the decision-maker and need to find the correct person.
- Will call back: Contact asked to reschedule.
Consistent outcome logging makes it possible to run a report on what percentage of calls connect, what percentage convert to a next step, and where contacts tend to go quiet. That data is useful for adjusting calling times, improving voicemail messages, or identifying which segments respond better to phone outreach versus email.
How does call transcription work in HubSpot?
On Sales Hub Professional and Enterprise plans, HubSpot can automatically transcribe recorded calls. Transcripts appear inside the contact record under the call activity. You can search the transcript text, highlight sections, and add coaching comments.
HubSpot also surfaces conversation intelligence features on Enterprise plans, including keyword tracking across calls, talk-to-listen ratio data, and topic identification. These are useful for sales managers who want to understand what topics come up most often on calls without listening to every recording.
If your team is based in Southeast Asia and frequently takes calls in Thai, Bahasa Indonesia, or other regional languages, check the current transcription language support in HubSpot’s product documentation, as accuracy varies by language.
Frequently asked questions
Is HubSpot Calls available on the free plan?
The HubSpot free plan includes limited calling minutes per user per month using the built-in VoIP dialer. Recording and transcription require a paid Sales Hub plan. Third-party calling integrations from the Marketplace can extend functionality on free or starter plans.
Can I use a local Thai phone number as my outbound caller ID?
Yes, if you add and verify a Thai phone number in Settings > Calling, reps can use it as their outbound caller ID. HubSpot’s built-in dialer supports calling to and from most countries. Check the current supported countries list in HubSpot’s knowledge base, as availability can change.
Does HubSpot Calls work with LINE?
LINE calls are not supported through the HubSpot dialer because LINE operates on its own platform. However, teams often use HubSpot for initial phone outreach and then log subsequent LINE conversations manually or via a LINE-HubSpot integration that connects LINE OA messages to the contact record.
Can I assign call tasks to specific reps?
Yes. Call tasks in HubSpot can be assigned to any user. In Sequences, you can build a cadence where a call task is assigned to the enrolled rep on a specific day. In the task manager, you can filter by task type and assignee to see which calls are due today.
How many calling minutes do I get per month?
HubSpot’s built-in dialer includes a set number of calling minutes per user per month depending on your plan. Exact limits are on HubSpot’s pricing page and are updated periodically. Teams with high call volume often connect a third-party VoIP provider instead, which charges per minute at the provider’s rates.
An independent informational resource produced by a HubSpot Platinum Partner. HubSpot is a trademark of HubSpot, Inc.
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