Add Call Rec. Options: Only Inbound, Only Outbound, or Both

HubSpot Ideas
1

We would like to request the addition of more granular control over call recording settings in HubSpot, specifically by introducing the following options:

  1. Only Inbound Calls: Record only incoming calls made to our sales or support team.
  2. Only Outbound Calls: Record only outgoing calls initiated by our team to customers or prospects.
  3. Both Inbound and Outbound Calls: Maintain the current default option to record both inbound and outbound calls.

REASON:

When an Inbound lead calls, they hear a pre-recorded message warning that it’s a recorded call. We don’t like that :slightly_smiling_face:

We just want to record outbound calls and not record inbound calls.

2

Inbound calling seemed promising. . . until two discoveries:

1) Hubspot will play a horrible (“This call is being recorded” message). don’t know how you could sell with that message…

I wish we could turn off recording specifically for inbound calls BUT leave it on for outbound calls. . . not an option in the current settings

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2) It’s no fun that you have to open a separate tab to recieve calls.

3

Yew please please please can Hubspot sort out number 1 here!

4

Yes this would be great, really annoying to have the inbound call message

5

Agreed - Most people will hang up if they hear this on a return call

6

Hi there! My name is Hallie, and I’m a Program Manager on the CXM Team. I’m excited to share that there is now a public beta for different recording rules dependent upon the call direction! You can opt into the beta from this page. Please continue to leave feedback here if you use the beta! Thanks in advance. :blush:

7

This is now live! :slightly_smiling_face: