Handle inbound / incoming calls in HubSpot

We currently have to use a service like Aircall to handle the inbound calls, which is not ideal. When you do the outbound calling from Hubspot it would make sense to also be able to handle the inbound calls and get them properly tracked, recorded, etc.

HubSpot updates
65 Replies
Occasional Contributor

For hubspot "inbound" is the most important thing. The most important thing is to know everything about the peaople that get in touch with your company. Every content strategy, marketing workflow or email campagin is based on this data. We figured out a 25:1 call to filled forms ratio. So it is WAY more important to receive any possible Call Data than getting Data out of web forms. So please get this inboud Call Data into Hubspot Timeline.

Occasional Contributor

We definitely need the ability to record incoming calls through browser and mobile/app.


This would be a massive help!



Occasional Contributor

This should definitely be a feature in HubSpot. Zendesk has it, close.io has it. They integrate with Twilio for both inbound and outbound calls. When you call 500 people and they start calling you back it's much better that this is handled natively inside HubSpot. moreover, when some calls the contact record is automatically opened as close.io has managed to fix nicely. 

Top Contributor



It sounds like neither Zendesk or close.io have this as a native feature either and rely on an integration with Twilio in order to capture inbound and outbound calls or have I misunderstood you? 

Occasional Contributor

@ThreadsHelp2018 I don't know much about zendesk, but i use Close.io. They use Twilio, but from a user perspective its all ready and feels like part of close.io software. you dont need a separate subscription to kixie or aircall. And when somebody calls, the contact card automatically comes up on the screen. you just make and receive calls within close.io as much as you want. another feature close.io has, which is important if you call many numbers is the ability to drop a pre-recorded voicemail message. If I use HubSpot for calls now, all return calls are to my mobile phone, which i don't like. In close.io we use a company number which is the main number for the whole business. Anyone of my employees can answer incoming calls. it works very well. I hope hubspot will develop calling further so that its also a good system for salespeople.


To summarize:

1. handle outgoing and incoming calls natively in hubspot (fine if hubspot uses twilio for this)

2. ability to have multiple numbers

3. voicemail message drop for speedy calling

4. contact card automatically pop up when someone calls.


New Member

It would be great if incoming calls would automatically open the contact record of the caller in the CRM.

Occasional Contributor

Small startups are doing native inbound/outbound calling now, with much fewer resources than HubSpot. It's stupid that we even have ask for it. HubSpot  employees, use cisco for inbound/outbound calls. You would think management would put some developers to work on this, to make HubSpot a proper piece of sales software.. missed calls should show up in conversation inbox, in the same way as emails. Same goes for form submissions. Now you have to click 6 times to get to form submissionsSmiley Happy form submissions from customers are no different from emails. They belong in conversation inbox. 

New Contributor

My team just realized that this would be a great idea. We utilize the outbound calling feature but it would be nice to have the ability to take inbound calls as well.

HubSpot Product Team
HubSpot Product Team
updated to: In Planning

We are planning on building an API to allow integrators to embed their calling functionality, including inbound calling, into HubSpot.


If you'd like to give our team feedback on how inbound calling should work, please fill out this form.

Top Contributor

@mschnitt  glad to hear it!


Although, ideally we would use the included minutes in our Hubspot plans.