Calling | Frequently Asked Questions

Find answers and general information quickly about the calling tool in HubSpot.

Why am I getting a "Call Failed" error in the CRM?

If you see a Call Failed message when making a call from the CRM, verify the following:

• You are attempting to call a live phone number.
• You entered the phone number in the correct format and included a country code if calling a country outside of the United States. The following are accepted formats:
  • 1-888-482-7768
  • 18884827768
  • 1 888 482 7768
  • 1-888-482-7768ext3
  • 1-888-482-7768,3
• You have registered a valid phone number.

Which browsers support the HubSpot calling tool?

HubSpot calling is not currently supported in Internet Explorer for Windows or Mac. To use the calling tool in the CRM, use one of the support browsers listed below:

Windows browsers that support calling

• Google Chrome (latest version)
• Mozilla Firefox (latest version)

• Microsoft Edge (latest version)

Mac browsers that support calling

• Google Chrome (latest version)
• Mozilla Firefox (latest version)
• Safari (version 11+)

To learn more about browsers that support the calling tool, review this documentation from HubSpot's VOIP provider.

Why are recipients seeing my caller ID displayed as "Unknown" or "No Caller ID"?

Telecom providers use a wide range of tools to identify suspicious callers and protect their users. Unfortunately, it’s possible for legitimate businesses to be impacted by these tools. Approaches vary by provider and frequently change. However, there are some known factors that providers look at:

• The volume of calls placed by a single number.
• The rate of successful call connections.
• Complaints submitted against a number.

• Use good call etiquette and don’t give recipients a reason to be upset.
• Place calls to a mix of cold and warm prospects.
• Don't call the same number repeatedly.
• Use more than one number and pause usage of a number that is having caller ID issues.
• Request recipients add you as a contact.

How do I turn off the call recording feature if it is enabled by default?

The ability to record calls is an account-wide setting that is enabled by default, affecting all users who are making calls in the account. If you disable the call recording feature, it will remove the Record button for all users in your account. To access this setting, you must be an admin and have View: Everything in contacts access.

• In the left sidebar menu, navigate to Calling.
• On the Call Configurations tab, clear the Allow call recording checkbox.

Can I call a contact who does not have a phone number on their contact record?

The contact must have a phone number associated with their record. However, you can manually add a phone number for the contact from their record. Otherwise, you can opt to call their company's phone number, if that is available.

How can I purchase more calling minutes?

If you're a super admin in a Sales Hub or Service Hub Professional or Enterprise account, you can purchase additional calling minutes and/or HubSpot provided phone numbers from the Add-ons section on HubSpot's pricing page, or by contacting your Customer Success Manager.

You can also set up a Twilio Connect account to purchase additional calling minutes.

Why is my contact's phone number flagged for fraudulent calls?

HubSpot calling is powered by Twilio, a Voice Over IP (VOIP) service that connects the call between you and the number you're calling. Twilio maintains a set of flagged phone numbers that have shown suspicious calling activity, known as toll-fraud. Toll fraud occurs when bad actors organize a scheme where they make calls to premium rate numbers and earn a profit from these calls. Your contact's phone number can be flagged because of activity that resembles fraudulent behavior or because they purchased a phone number whose previous owner was engaged in the activity.

HubSpot is unable to change this designation to allow you to place calls to this number. In order to call this number, you can set up your own Twilio account or use a different calling integration. Whatever option you chose, you will need to change the permission settings to allow calling to high-risk numbers in your desired country. Learn more about how to allow calling to high-risk numbers in Twilio.