HubSpot calling: choosing how to make and receive calls
Compare HubSpot-provided numbers, registered outbound numbers and third-party calling applications, including routing, recording and governance.
HubSpot’s calling tools allow sales and service teams to make calls from CRM records, record call activity and keep customer communication visible alongside other interactions.
There are two native number options within HubSpot:
- A HubSpot-provided phone number
- A registered outbound phone number that your organisation already owns
Organisations can also connect a compatible third-party calling application when HubSpot’s native options do not meet their requirements.
The right approach depends on whether you need inbound calling, centralised number management, call routing, recording, regional coverage or an existing telephone system.
HubSpot-provided phone numbers
A HubSpot-provided phone number is generated and managed within your HubSpot account. HubSpot’s native calling service is powered by Twilio.
These numbers can support inbound and outbound calling, including:
- Making calls from HubSpot
- Receiving calls in the HubSpot browser or mobile app
- Forwarding calls to another telephone number
- Routing calls to users or teams
- Using numbers in the conversations inbox or help desk
- Logging outbound and inbound calls
- Recording calls where enabled
- Recording missed calls and voicemails
- Managing working hours and voicemail
HubSpot-provided numbers give administrators greater control over how numbers are assigned and managed. A number can be reassigned if a user changes role or leaves the organisation.
When a HubSpot-provided number may be suitable
This option may work well for:
- Sales or service teams that make and receive calls
- Teams that require shared inbound calling
- Organisations that want centrally managed business numbers
- Teams using the conversations inbox or help desk
- Organisations that need inbound call logging and routing
- Businesses that want calls and voicemails recorded within the CRM
Key considerations
- Availability depends on the country and HubSpot subscription
- Supported number types and capabilities vary by country
- Regulatory verification may be required before a number can be activated
- Calling minute allowances and limits may apply
- Users must be assigned appropriate access and, where required, an eligible seat
- Working hours, routing and voicemail should be configured before launch
- Call recording must reflect your organisation’s legal and privacy requirements
Registered outbound phone numbers
A registered outbound phone number is an existing number your organisation already uses, such as a mobile or office number.
The user verifies the number in HubSpot so that it can appear as the caller ID when they place outbound calls from the CRM. Registering the number does not transfer ownership of it to HubSpot.
This option can support:
- Making outbound calls from HubSpot
- Displaying an existing business or mobile number as caller ID
- Logging outbound calls against CRM records
- Recording supported outbound calls where enabled
- Allowing contacts to return the call using a familiar number
When a contact calls the number back, the return call goes to the original telephone service or device. It does not become an inbound HubSpot call.
HubSpot therefore cannot automatically log, record or transcribe the return call unless another supported integration or process handles it.
When a registered outbound number may be suitable
This option may work well for:
- Individual users who already have a business telephone number
- Teams that only require outbound calling through HubSpot
- Users who want contacts to call them back on their existing number
- Organisations that do not require HubSpot to manage inbound calls
- Teams that want a simpler native calling setup
Key considerations
- Each user must verify their own number
- Administrators cannot assign registered outbound numbers in the same way as HubSpot-provided numbers
- The number is for outbound caller identification within HubSpot
- Return calls bypass HubSpot
- Inbound call routing, missed-call logging and HubSpot voicemail are unavailable
- Inbound calls cannot be recorded or transcribed by HubSpot
- Carrier charges and rules still apply
Third-party calling applications
HubSpot can also connect with compatible calling providers available through its App Marketplace.
A third-party calling application may be appropriate where an organisation:
- Already uses a business telephone platform
- Needs coverage in countries unsupported by HubSpot calling
- Requires more advanced telephony or contact-centre functionality
- Wants to keep its existing numbers and calling infrastructure
- Needs functionality provided by a specialist calling platform
Depending on the provider and integration, users may be able to make and receive calls from HubSpot and log call details against CRM records.
Available functionality varies by provider. Call notes, recordings, outcomes, inbound calling and CRM associations should therefore be tested rather than assumed.
Calls made through an integrated calling application do not use the calling minutes included with the HubSpot account, but charges from the external provider may apply.
Comparing your options
| Requirement | HubSpot-provided number | Registered outbound number | Third-party calling application |
|---|---|---|---|
| Make outbound calls from HubSpot | Yes | Yes | Provider-dependent |
| Receive inbound calls in HubSpot | Yes | No | Provider-dependent |
| Use an existing number | No, a new number is provided | Yes | Usually |
| Route inbound calls | Yes | No | Provider-dependent |
| Log outbound calls | Yes | Yes | Provider-dependent |
| Log missed inbound calls and voicemails | Yes | No | Provider-dependent |
| Record supported outbound calls | Yes | Yes | Provider-dependent |
| Record inbound calls | Yes | No | Provider-dependent |
| Use HubSpot calling minutes | Yes | Yes | No |
| Central administrator control | Greater | Limited | Provider-dependent |
The exact capabilities available can depend on your subscription, seat, country, number type and provider.
Receiving inbound calls
HubSpot-provided phone numbers can route inbound calls to supported destinations, including:
- The HubSpot browser
- The HubSpot mobile app
- A forwarding telephone number
- A shared conversations inbox
- Help desk
Available routing options depend on the number’s configuration and your HubSpot subscription.
Teams should configure:
- Assigned users or teams
- User availability
- Working hours
- Ring preferences
- Forwarding behaviour
- Voicemail messages
- Recording consent messages
- Processes for missed calls and voicemails
Inbound calling should be tested during and outside normal working hours before the number is shared with customers.
Call logging and CRM associations
Calls made using HubSpot’s native calling tools can be logged as activities on CRM records.
A call can include information such as:
- Call direction
- Date and time
- Duration
- Outcome
- Type
- Notes
- Recording
- Associated contacts, companies, deals or tickets
Users should check that calls are associated with the correct records. Incorrect or missing associations can affect customer history, reporting and automation.
Teams should also agree how call outcomes and types will be used. Consistent definitions make activity reporting more reliable.
Call recording and transcription
HubSpot supports call recording for eligible calls. Recording and transcription settings should be reviewed before users begin calling.
Your organisation is responsible for understanding and meeting its legal obligations, including:
- Whether recording is permitted
- Whether one or all participants must consent
- How consent must be obtained
- Whether employees must be notified
- How recordings will be accessed
- How long recordings should be retained
- Whether recordings may contain sensitive information
- Whether transcription or further analysis is appropriate
Recording requirements vary between countries and jurisdictions. HubSpot’s settings do not determine whether recording a particular call is lawful.
Where there is uncertainty, your organisation should obtain appropriate legal advice.
Permissions and governance
Calling access should be configured according to each user’s role.
Your organisation should decide:
- Who can make outbound calls
- Who can receive inbound calls
- Which users or teams should be assigned each number
- Who can access call records and recordings
- Who can change calling and recording settings
- How missed calls and voicemails are handled
- Which outcomes and types users must record
- Whether third-party providers are approved
- How leavers and role changes are managed
Apply least-privilege access and review number assignments and permissions regularly.
Testing your calling setup
Before rolling calling out across a team, test:
- Outbound caller identification
- Inbound call routing
- Browser and mobile app behaviour
- Forwarding to physical phones
- Working hours and availability
- Voicemail messages
- Recording and consent messages
- Call logging and record associations
- Call outcomes and reporting
- Behaviour when nobody is available
Testing helps identify technical, operational and privacy issues before customers begin using the number.
What can Forbidden help with?
Forbidden can help you:
- Compare native and third-party calling options
- Review country and subscription requirements
- Configure HubSpot-provided or registered outbound numbers
- Set up users, teams, working hours and routing
- Configure call outcomes and types
- Review CRM associations and activity reporting
- Test inbound and outbound calling
- Review permissions and highlight governance considerations
Your organisation remains responsible for selecting its telephone provider and determining its legal, privacy, recording, retention and employee-monitoring requirements. Forbidden does not provide legal advice.
Further information