topic RingCentral Native Integration & Hubspot Transcripts in Calling

RingCentral Native Integration & Hubspot Transcripts

LDix — Wed, 25 Jun 2025 13:27:27 GMT

We're using RingCentral's new native integration for calling. Unfortunately, we're having issues with the Hubspot Transcripts (which we want to use for call insights), not differentiating speakers (it assigns the entire transcript to one participant). This was Hubspot support's feedback. Does anyone have any info or a solution?

The reason I ask is because RingCentral might be providing these recordings in Mono format (Single Channel - aka there is only one channel of audio), rather than Stereo (Dual Channel). As called out in our public Docs: "If all of the speakers are on the same audio channel, or if the caller or recipient are on an unexpected channel, HubSpot will +not+ be able to transcribe the audio recording. Therefore, each speaker in an audio file should be on a separate channel."

What happens here is we can't separate into multiple speakers if all the audio is on a single channel in the recording, and so are ending up with the incorrect identification as a result.

I would recommend reconnecting with RingCentral to verify which type of channel they sync their recordings to HubSpot with.

Re: RingCentral Native Integration & Hubspot Transcripts

JessicaBaskey — Wed, 25 Jun 2025 14:13:09 GMT

Hi @LDix,

I think HubSpot support is probably right here. The transcription engine needs recordings with separate audio channels (stereo) to tell speakers apart. If RingCentral is sending mono (single-channel) audio, HubSpot can’t split out who’s talking, so it just assigns everything to one participant.

Unfortunately, this isn’t something HubSpot can fix on their end, it all comes down to how the recording is created and synced.

I’d suggest reaching back out to RingCentral and asking if they can provide stereo recordings via the integration. If they can’t, this will likely keep happening.

Best,

Jess

Re: RingCentral Native Integration & Hubspot Transcripts

LDix — Wed, 25 Jun 2025 20:57:12 GMT

For anyone else experiencing this issue. Dual-channel recording is not available under RingEX plans, their call recordings are limited to mono (single-channel) format. RingCX, supports dual-channel call recordings. Incredibly unfortunate since the Hubspot Call Insights were something we were really hoping to take advantage of with the new integration and they only work if you have 2 identified participants.