Using the Call Engagement in HubSpot

1. Why Use HubSpot’s Call Engagement?

• Centralized Record-Keeping: Every phone conversation is stored on the relevant contact’s timeline, providing quick access to history and context for future engagements.
• Better Follow-Up: Logging a call means you can immediately create a task or note next steps, ensuring timely follow-up with prospects and clients.
• Insight into Call Outcomes: By categorizing calls (e.g., “Left Voicemail,” “Connected,” “No Answer”), you gain better visibility into the effectiveness of your outreach strategy.
• Reporting and Metrics: HubSpot’s reporting tools can help you measure the volume and success rate of your calls, giving you data-driven insights to refine your approach.

2. Setting Up HubSpot Calling

Verify Your Subscription or Plan

Some HubSpot tiers (Marketing/Sales Pro or Enterprise) include more advanced calling features. If you have the free or starter tiers, you can still log calls manually.

Connect Your Phone (If Using HubSpot’s Built-in Calling)

• Navigate to Settings: Go to your HubSpot account’s Settings (gear icon).
• Select “Calling”: In the left sidebar, look for General, then Calling.
• Connect a Number: Follow the prompts to verify or connect your existing phone number. HubSpot may provide a temporary number if your region or plan supports direct calling.

Test a Call

Make a test call from a contact record to confirm your microphone, audio settings, and phone line integrations are working correctly.

3. Making or Logging a Call

Making a Call Through HubSpot

• Open the Contact Record: Go to Contacts > Contacts and select the individual you’d like to call.
• Click the Call Icon: In the center timeline or the top of the contact record, locate the Call. If you have HubSpot’s calling set up, you’ll be prompted to dial the number.
• Choose Your Method: You can typically call via your browser using a headset (VoIP) or have HubSpot call your phone first and then connect you (depending on your plan).
• Call Outcome: Once the call is completed, select the outcome (e.g., “Connected,” “Left Voicemail”) and add any relevant notes about the conversation.
• Save: Click Save to log the call details to the contact’s timeline.

Logging a Call Manually

If you placed the call using your personal phone or a different service, you can still capture the details in HubSpot:

• Click “Log” Instead of “Call”: On the contact record, click Log and choose Call from the dropdown.
• Enter Call Details: Date and time of the call, call outcome, and any pertinent notes. This is especially helpful if you’re traveling or using a mobile device without direct HubSpot calling.
• Save: Your manual log will appear on the timeline with the entered information.

4. Using Call Outcomes and Notes

• Call Outcome: Select options like “Connected,” “Left Voicemail,” or “Busy.” Tracking these outcomes helps you analyze which calls lead to actual conversations.
• Add Notes for Context: Record any key points, objections, or next steps. This context is crucial when revisiting the contact’s record or if you hand off the client to a colleague.
• Follow-Up Task: If you need a reminder to call back or send additional info, create a task directly from the call log screen. This keeps your next action item tied to the conversation.

5. Best Practices for Call Engagement

• Prepare a Script or Outline: Whether you’re prospecting or providing an update to an existing client, a brief outline helps you stay on track and convey your message clearly.
• Confirm the Contact’s Preferred Time: Respecting time zones and preferred call times can increase your success rate and show courtesy.
• Be Consistent with Notes: Develop a simple format for notes (e.g., date, main discussion topics, action items). Consistency helps you quickly scan past calls.
• Use Templates: If you often cover similar talking points, create a short call template or checklist, then add specific details during or after the call.
• Regularly Review Call Analytics: If your HubSpot plan includes analytics, monitor how many calls you make, connection rates, and outcomes. Adjust your calling strategy as needed.

6. Integrating Calls into Your Overall Process

• Workflow Automation (Higher Tiers): You can trigger workflows when a call outcome is set to “Connected” (e.g., automatically send a follow-up email or create a reminder task).
• Deal Stages: For prospects in the middle of negotiating a contract, record calls to ensure you have a clear timeline of discussions when evaluating the deal’s progress.
• Segments and Lists: Segment your database based on call activity. For instance, create a list of contacts who have not received a call in the last 90 days and schedule outreach.
• Meeting Booking: If a successful call leads to a meeting, create a meeting link directly in HubSpot or a follow-up task to set a more formal appointment.

7. Troubleshooting Common Issues

• Audio or Connection Problems: Check your browser permissions, microphone settings, and ensure you have a stable internet connection if you’re using VoIP through HubSpot.
• Incorrect Phone Number Format: Make sure the contact’s number is in a recognizable format (including country codes if calling internationally).
• Call Not Logging: Refresh the contact’s page or check your activity feed to confirm the call was saved. If not, log it manually.
• Limited Calling Credits: Some HubSpot plans include a limited number of calling minutes. Track your usage and upgrade or purchase more if needed.