Review and add threaded comments to call transcripts (BETA)

If you're a user with an assigned Sales Hub or Service Hub Professional or Enterprise paid seat, you can use Conversation Intelligence (CI) to transcribe and analyze recordings made through HubSpot’s calling tool, using HubSpot's integration with Zoom, or using a third-party calling provider that is integrated with HubSpot. After analyzing recordings, you can add threaded comments to call transcripts to give targeted, contextual feedback to your reps. This enables you to coach your team more effectively and gain valuable customer insights from the recordings and transcripts.

Before you get started

• Set up the HubSpot calling tool.

• Make sure that call recording is turned on in your settings.
• If you're a Sales Hub or Service Hub Professional or Enterprise user, make sure that Conversation Intelligence (CI) is also turned on in your settings so your recordings will be transcribed.
• If you're using Zoom to make calls, make sure cloud recording is turned on.
• Review call recording laws for your area.

Review call recordings

You can access the recording to review and add any notes or comments to the call transcript.

• In your HubSpot account, navigate to Contacts > Calls.
• Click the call title.
• To start the recording, on the left of the review screen, click playerPlayPlay. You can also use the controls to playerFastForward skip or playerRewind rewind. 

Review transcripts and add threaded comments (Sales Hub or Service Hub Professional or Enterprise only)

• In the bottom left, view speaker tracks to monitor a user's speaking time compared to the contact's. Click and drag the handle along the speaker track to listen to a specific part of the recording.

• To add threaded comments to a specific part of a call transcript:
  • Click on the part of the transcript where you want to add a comment, or hover over it and click comments Add comment.
  • If you want to mention a user and send them a notification, type @ followed by the name of the user.
  • Click Save.

• To reply to an existing comment and create a thread, click on an existing comment.

• In the top right, click Show Comments or Hide Comments to show or hide existing threads. When comments are hidden, the user’s avatar will appear next to any part of the transcript they have commented on.
• If you're a user in a Sales Hub or Service Hub Enterprise account, click the Tracked terms tab to review which tracked terms are used during the call. To make edits to your tracked terms, click Edit tracked terms.

Please note: you must be a super admin to add or edit tracked terms.

• In the upper right, access the transcript:

Please note: automatic transcription is available for HubSpot's default content creation languages. HubSpot will transcribe the recording in the language selected in your account settings. Learn more about HubSpot's language offerings.

• • Use the search bar to look up specific keywords. The results will return any part of the transcript where the keyword was used.

• • To share a specific part of the transcript with another team member, hover over the transcript text and click Share. In the dialog box, click Copy link, then paste it into an email or other message to send it to your team member.
• If you want to improve the quality of your transcripts, you can turn on the Help improve your transcriptions setting. To flag a transcript as useful or not useful:
  • Click useful or not useful at the end of the transcript.
  • Review the information in the dialog box, then select Yes to turn the setting on. You can turn this off at any point in your calling settings. Learn more about how HubSpot uses data to improve the quality of your transcripts.