Incoming Phone Call Disclosure Greeting

[PatientXP]

Where can I change the "call being recorded" voice greeting on incoming calls.

[SurbhiSharma]

Hi @PatientXP 

In HubSpot, the ability to change the "call being recorded" voice greeting for incoming calls isn't directly available because HubSpot doesn't natively handle call recordings and phone system features in the same way traditional VoIP systems or PBX setups do. HubSpot uses integrations with third-party calling platforms for voice services.

To change the "call being recorded" greeting for incoming calls in HubSpot, you'll need to adjust this setting within your third-party calling provider's interface. HubSpot doesn't handle these messages natively, but the integration you’re using (such as Aircall or RingCentral) will have an option to customize that message.

I'm glad I could assist you. Feel free to reach out anytime for further help.

If my reply answered your question please mark it as a solution to make it easier for others to find.

[ISylvester]

@SurbhiSharma 

What third party are HubSpot phone numbers handled through?

[SurbhiSharma]

HubSpot's phone numbers are normally managed via Twilio, a cloud communications provider. Twilio integrates with HubSpot to handle call tracking, voice calls, and text messaging. If you use HubSpot's calling tools, such as tracking calls and adding notes or recordings, this integration enables seamless communication and data logging within the CRM.

If you're utilizing other features such as automated call forwarding or voicemail, double-check your configuration and any extra integrations your firm may have put up!

[Jnix284 · Accepted solution]

Hi @PatientXP I don't currently have access to an account with numbers set up, but I'm fairly certain the only option is to change the recording language and voice, not the actual message itself.

Start by going to Settings > Tools > Calling > Call Setup, then open the Call Configurations tab:

This is where you'll see the setting and information regarding Call Recording.

This is the default language:

If call recording is enabled, inbound callers will hear a consent message before the call connects. The default consent message is "This call is being recorded for training and quality assurance. By staying on the line, you consent to being recorded".

On the Phone Numbers tab, you should be able to change the language and voice here (this is based on memory and AI since I don't have a phone number configured currently):

1. Find the HubSpot number you want to edit
2. Click the Actions drop down menu and select Edit
3. Below the name text box, you'll see two drop down menus: Recording consent language and Recording consent voice
4. Choose the language and voice for your consent message

[PatientXP]

Where can I change the "call being recorded" voice greeting on incoming calls.

[PamCotton]

Hey @PatientXP, thank you for posting in our Community!

To change the "call being recorded" voice greeting on incoming calls in HubSpot, follow these steps:

1. Go to your HubSpot account.
2. Navigate to "Settings" (the gear icon in the main navigation bar).
3. In the left sidebar, go to Objects > Calls.
4. Scroll down to the Call Recording section.
5. Here, you can modify the settings for call recording and change or upload a custom voice greeting.

Keep in mind that depending on your region, there may be legal requirements for notifying users about call recordings, so ensure the greeting complies with your local regulations.

If you're not seeing this option, it may be related to your subscription tier or permissions, so double-check that you have the necessary access.

Kindly,

Pam

[SLane-Hawn]

Hello @PamCotton I'm a superadmin on a client account and I am not seeing an option to modify the actual Consent to Record message. Could you please expand your explanation and provide screenshots of where to go to select the customized Consent to Record message?

[Jnix284]

@PamCotton I'm not able to find "Calls" under "Objects" in settings, can you confirm that there is a Calls object available in the settings? This is new to me and I can't find it in my enterprise account and I couldn't find a corresponding beta.