Receive inbound calls with calling apps in Hubspot

Managing inbound calls efficiently in Hubspot helps your team respond faster, track conversations, and keep every interaction tied to the right record in your CRM. This guide explains how inbound calling works with connected calling apps, what you need to set up first, and how users can answer, transfer, and manage calls from the Hubspot interface.

How inbound calling works in Hubspot

When you connect an eligible calling provider to Hubspot, the integration can sync phone numbers so your team can receive incoming calls directly in the CRM or within the provider’s own app, depending on how the integration is configured.

In most setups:

Calling apps supply the phone numbers and handle the telephony.
Hubspot displays call notifications and call controls in the browser.
Inbound calls can be recorded as activities on contact, company, or deal records.
Admins control which users can take calls and how calls are routed.

Always check the documentation for your specific calling provider to understand supported features such as recording, call routing, and SMS.

Prerequisites for inbound calls in Hubspot

Before users can receive inbound calls, you must complete a few setup steps in Hubspot and with your calling app.

1. Connect your calling app to Hubspot

First, an administrator should connect the calling integration from the Hubspot App Marketplace.

Sign in to your Hubspot account with super admin or required integration permissions.
Open the App Marketplace and search for your calling app (for example, Aircall, JustCall, Ringover, or another supported provider).
Click the app listing and review the details and required scopes.
Install the app and follow the provider’s authentication flow.

Once connected, eligible phone numbers from your provider will sync into Hubspot, and the integration will be available on records where calls are supported.

2. Verify numbers that support inbound calls in Hubspot

Not all numbers in every calling integration support incoming calls inside Hubspot. After installation, go to the calling settings provided by the app or by Hubspot and confirm which numbers are enabled for inbound use.

Typically, you should verify:

Which numbers are available for inbound calls.
Whether they are assigned to specific users, teams, or shared groups.
If there are regional or compliance restrictions on inbound call handling.

If you do not see a number that should be available, review the configuration inside your calling provider’s dashboard and resync the connection to Hubspot if needed.

3. Assign users and teams to inbound numbers

To make sure inbound calls ring the right people in Hubspot, map phone numbers to the correct users or teams. Depending on the provider, this may be managed entirely inside the calling app, or partially from Hubspot settings.

Common assignment patterns include:

Direct lines: A single user is assigned to one number.
Team lines: A shared sales or support number is assigned to a team or call queue.
Departmental routing: Menus route callers to sales, support, or billing.

Ensure your assignment rules in the calling app match how you expect calls to appear and ring in Hubspot.

Receiving inbound calls inside Hubspot

Once your integration and numbers are configured, users can begin receiving inbound calls while working in the Hubspot CRM.

Inbound call notifications in Hubspot

When an inbound call arrives on a connected number, Hubspot displays a call notification as long as the user is logged in and has permission to answer that line.

The inbound notification typically shows:

Caller ID name or number.
The number being called (for shared lines).
Buttons to accept or decline the call.

If the incoming phone number matches an existing contact, Hubspot will surface that record so the user can view context before answering.

How to answer an inbound call in Hubspot

To answer a call in the Hubspot interface:

When the incoming call banner appears, click Accept.
Hubspot opens the calling window, using your connected calling app as the backend.
Speak through your configured audio device (headset or computer microphone).
Use the controls to mute, hold, or transfer if supported by your integration.

The call will typically be logged on the associated contact record, and users may be able to add notes, outcomes, or follow-up tasks while still on the call, depending on the depth of your calling app’s integration with Hubspot.

Call controls available while in Hubspot

Available controls depend on the connected provider, but common options inside Hubspot include:

Mute and unmute.
Hold and resume.
Transfer to another user or queue.
Add notes in real time.
End call and save activity.

Advanced features such as warm transfer, call recording, and conference calling will be governed by the provider’s capabilities, but many integrations expose these options while you remain in Hubspot.

Contact and record association for inbound calls in Hubspot

Accurate association ensures every inbound call contributes to your reporting and contact history inside Hubspot.

Automatic association

When a call comes from a phone number that already exists on a contact record, Hubspot can automatically associate the call with that contact.

In many calling apps, Hubspot will also associate the call with:

The primary company associated with the contact.
Open deals linked to the contact, based on your association settings.
Tickets for service teams when enabled.

Manual association and call logging

If Hubspot does not recognize the caller’s number, users can create a new contact or associate the call with an existing contact during or after the call.

Typical steps:

From the call window or the post-call screen, search for an existing contact.
If none exists, create a new contact with the caller’s number.
Confirm the call outcome such as “Connected”, “Left voicemail”, or a custom outcome set up in Hubspot.
Add notes summarizing the conversation.

These actions keep your CRM records up-to-date and make future inbound calls easier to route and identify.

Managing user permissions for inbound calls in Hubspot

Admins should review user permissions to ensure only the right people can receive or log calls in Hubspot.

Key permissions include:

Access to the calling integration itself.
Rights to view and edit contact, company, and deal records.
Permissions to record calls where legally allowed.

In some organizations, only specific roles such as sales reps or support agents are allowed to handle inbound calls in Hubspot, while others may only view logged call activity.

Best practices for inbound calling workflows in Hubspot

To get the most from your inbound calling setup, consider these workflow recommendations inside Hubspot.

Align call routing with your Hubspot teams

Mirror your organizational structure in both your calling app and Hubspot:

Create teams that match departments or regions.
Route inbound numbers to the correct teams.
Use user and team ownership to ensure calls log against the right records.

This alignment keeps reporting clean and helps managers analyze inbound performance directly in Hubspot dashboards.

Standardize call outcomes and notes

Define a consistent set of call outcomes and note-taking guidelines in Hubspot so your reports remain accurate.

Helpful standards include:

Use a limited set of clear outcomes, such as “Qualified lead”, “Follow-up required”, or “Support ticket created”.
Require brief summaries for high-value calls.
Include next steps and due dates for follow-up tasks.

Train users on the Hubspot calling interface

Even if your calling provider is familiar to your team, users should be trained on how it behaves specifically within Hubspot.

Training topics to cover:

How to recognize inbound call notifications in the CRM.
What to do if the wrong record appears or no record is found.
How to handle transfers or escalations.
Where call recordings and notes are stored on records in Hubspot.

Troubleshooting inbound calling issues in Hubspot

If inbound calls are not appearing or cannot be answered inside Hubspot, start with these checks.

Confirm the user is logged into both Hubspot and the calling app if required.
Verify that the inbound number is active and assigned to the user or team.
Check browser permissions for microphone and notifications.
Ensure the integration has not been disconnected or had permissions revoked.

For provider-specific issues, reference the calling app’s documentation or contact their support team. For a detailed breakdown of supported features and the latest instructions, review the official Hubspot knowledge base article on inbound calling at this page.

Where to get more help with Hubspot calling

If you need strategic guidance on designing inbound processes, automation, or reporting in Hubspot, consider partnering with a specialist consultancy. For tailored CRM and revenue operations support, you can explore services from Consultevo, which focuses on optimizing CRM workflows and integrations for scaling teams.

With the right calling app connection, number assignments, and workflows, inbound calls in Hubspot become a centralized, trackable part of your customer communication strategy, improving visibility for sales, service, and operations teams alike.

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