How to Review Call Recordings and Transcripts in Hubspot

Sales and support teams rely on Hubspot to track calls, review conversations, and coach reps effectively. This guide explains step by step how to access, play, analyze, and manage call recordings and transcripts so you can turn every customer interaction into a source of insight and improvement.

The instructions below are based on Hubspot’s built-in calling and conversation intelligence features, focusing on how to use recordings and transcripts for quality assurance, coaching, and reporting.

Hubspot call recording prerequisites

Before you can review call recordings and transcripts, your account and users need the correct setup. Make sure the following conditions are met so recordings appear as expected.

• Calling must be enabled in your account.
• Users must have permission to make and record calls.
• Your subscription needs to include conversation intelligence features (for automatic transcription and advanced analysis).
• Recording must be turned on for the specific call or workflow used to place calls.

If you manage a larger team, confirm that each rep is correctly assigned to the right team and has access to the records (contacts, companies, deals, or tickets) associated with the calls they handle.

Where Hubspot stores call recordings

Every recorded call is logged on a relevant CRM record and may also be accessible in reporting tools. Knowing where to look helps you quickly find the conversation you need to review.

Hubspot contact, company, deal, and ticket records

Most recordings live on the timeline of a CRM object record. When a rep logs or places a call, Hubspot attaches the recording and transcript to:

• The primary contact involved in the call.
• Associated company records, if applicable.
• Any linked deal records.
• Relevant ticket records for support calls.

You can open the record, scroll the activity timeline, and filter for call activities to narrow down what you see.

Hubspot calls index and reporting tools

Depending on your subscription, you may also see calls and their recordings in centralized views such as:

• A calls index or call list that aggregates recent activities.
• Dashboards or reports that track call outcomes, duration, and other metrics.

From these views, you can typically click into a specific call to access the recording, transcript, and associated CRM records.

How to open a call recording in Hubspot

Follow these steps to locate and open a specific recording from a CRM record timeline.

1. Go to the relevant record. Open the contact, company, deal, or ticket associated with the call.
2. Filter the timeline. Use the activity filters to show only calls to reduce noise from emails, tasks, and notes.
3. Find the call activity. Look for the call you want to review, using the date, time, owner, and call outcome as cues.
4. Expand the call. Click the call activity to reveal its details.
5. Click Play. Use the embedded player to listen to the recording directly inside Hubspot.

The player typically includes basic controls such as play, pause, skip, and a scrub bar to move to specific parts of the call.

Reviewing Hubspot call transcripts

When conversation intelligence is enabled, Hubspot generates an automatic transcript for supported calls. Reviewing these transcripts can save time and make it easier to identify key topics, questions, and objections.

How to access the transcript in Hubspot

1. Open the call recording. Navigate to the call activity on the CRM timeline and expand it.
2. Locate the transcript section. A transcript or conversation panel appears alongside or below the recording player.
3. Scroll through the text. Read the speaker-labeled transcript as the call progresses.
4. Click to jump. When available, click specific lines in the transcript to jump the audio playback to that moment.

Transcripts help you skim long calls, search for specific phrases, and focus coaching sessions on the most critical parts of the conversation.

Best practices for analyzing transcripts in Hubspot

Use transcripts to improve both process and performance by focusing on concrete behaviors and patterns. Consider the following techniques:

• Search for keywords. Look for product names, competitor mentions, or objection phrases that appear frequently.
• Review opening and closing. Analyze how reps introduce themselves, set agendas, and confirm next steps.
• Study discovery questions. Check whether reps follow your standard discovery framework.
• Flag compliance language. Ensure required disclosures or terms are mentioned when necessary.

By combining the transcript text with the audio tone, you can understand not just what was said, but also how it was delivered.

Using Hubspot recordings for coaching and QA

Call recordings and transcripts are ideal for coaching and quality assurance programs. Hubspot provides tools that make this process structured and repeatable.

Create a coaching workflow in Hubspot

To build a simple coaching process around call recordings:

1. Define your criteria. Decide which calls to review (length, deal stage, call outcome, or segment).
2. Tag or note key calls. Use properties, comments, or custom fields to mark calls that are examples of best practices or learning opportunities.
3. Schedule review sessions. Regularly meet with reps to listen to segments together and review transcripts.
4. Document feedback. Add notes on the call activity or in a separate coaching record so feedback is tracked in Hubspot.

This approach ensures that recordings do more than sit on the timeline; they become active assets in your enablement strategy.

Quality assurance with Hubspot call data

You can also use call recordings to support structured QA programs:

• Score calls against a standard rubric (greeting, needs analysis, solution presentation, handling objections, next steps).
• Track themes such as recurring objections or product issues raised by customers.
• Identify training gaps where reps repeatedly miss critical questions or explanations.

Use these insights to refine scripts, sequences, and enablement content, ensuring your process evolves with real customer feedback.

Managing and sharing Hubspot call recordings

Proper management of recordings is important for collaboration, security, and compliance. Hubspot provides options for sharing and controlling access within your team.

Share recordings with teammates

To collaborate on specific calls:

1. Copy the record or call link. From the call activity, use the record URL or a dedicated call link when available.
2. Send it to stakeholders. Share the link with managers, trainers, or cross-functional teammates who need context on a customer conversation.
3. Use comments. Add comments or notes in the call activity or record timeline to highlight what reviewers should focus on.

This makes it easier for team members to review the same call asynchronously without downloading audio files.

Control access to Hubspot recordings

Access to call recordings is governed by your CRM permissions and team structure. Consider the following when configuring security:

• Ensure only authorized users can view sensitive calls.
• Align record access with team boundaries (for example, separate sales and support teams).
• Review any data retention rules or regional regulations that apply to recordings.

Work with your admin or operations team to ensure your Hubspot configuration supports your compliance obligations.

Improving processes with Hubspot conversation data

Beyond individual call reviews, your aggregate recordings and transcripts can guide strategic decisions across sales, marketing, and service.

• Refine messaging. Identify which talking points resonate with customers and update templates, sequences, and playbooks accordingly.
• Surface product feedback. Collect recurring product requests or pain points mentioned in calls and share them with product teams.
• Align sales and marketing. Use live customer language from transcripts to inform content, ads, and email campaigns.

When you consistently analyze calls, Hubspot becomes a feedback engine that connects direct customer conversations with your overall go-to-market strategy.

Next steps and additional resources

To deepen your usage of call recordings, explore additional configuration, integration, and coaching options that build on this foundation.

• Review Hubspot’s official documentation on call recording and transcription features, including detailed limitations and configuration steps, at this support article.
• Work with a CRM and revenue operations partner to optimize your call workflows, reporting, and coaching programs. For specialized consulting, visit Consultevo.

By consistently reviewing call recordings and transcripts in Hubspot and connecting them to your coaching and process improvement efforts, you can increase win rates, elevate customer experience, and build a more data-driven revenue organization.

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