Hello! We have clients that really need the ability for more enhanced Permissions on the Call object.
For instance, we keep running into Clients requesting that their teams can view that a call occured on a contact record, but not give the ability for certain teams to go back and listen to the calls. Not all teams should be able to listen to other teams calls, but everyone needs to see that there was a call that occured on that contact.
We have encountered this exact limitation while implementing the official Zoom Contact Center integration with HubSpot.
Our requirement is for agents to be able to view the call activity, AI-generated Smart Notes, disposition, and other call details, but not be able to play or download the associated call recording. Only supervisors should have access to the recordings.
Zoom has confirmed that their recording permissions only apply within the Zoom Contact Center web portal and are not enforced once the recording is available in HubSpot. As a result, any user with access to the HubSpot call activity can currently play the recording.
We have also investigated whether we could stop recordings from being uploaded to HubSpot while still retaining call logging and AI summaries, but haven’t found a supported configuration to do this.
More granular permissions on call recordings—such as restricting playback to supervisors or allowing users to view call activities without access to recordings—would be a valuable enhancement, particularly for organisations with privacy, compliance, or quality management requirements.
We’ve upvoted this idea and would welcome any updates from the HubSpot product team.