Marked as "Potential Spam" when calling through Hubspot

[Nanvari]

Whenever I place calls through the Hubspot dialer in the CRM, if the receiving party is using an iphone my call says "Potential Spam". Is there a way I can remedy this issue? Is this a problem with my personal phone number or is it because I am dialing through Hubspot? 

[NGarfinkel]

There's a new extension in the marketplace (as of June 2023) that uses a STIR-SHAKEN carrier for your HubSpot calls to ensure you don't show up as "Spam Likely" on CallerID when making outbound calls. 

App Marketplace

https://app.hubspot.com/ecosystem/39778292/marketplace/apps/sales/calling/trusted-call-completion-qu...

Product Page

https://qualityvoicedata.com/hubspot/

[SKnapp]

We use this for our customer support line. It helped ALOT. Thank you!

[DianaGomez]

Hi @NGarfinkel, I hope you are doing well!

Thanks for sharing 🙂

Best,

Diana

[Hracioppo]

This problem still exists. Whether the fault is on Twilio or not, I can't connect with my customers and prospects using HubSpot Desktop Web App. 

And now I'm left wondering how many missed opportunities have accumulated over what period of time.

Update: The HubSpot Mobile App isn't affected the same way it is if you dial through the web app using the same phone number in both cases (or at least this is the case for us in our portal). 

[SRobinson2]

Since this is only a problem when the call is placed from a browser (not the iPhone App or me calling the number directly) isn't it a problem with Twillio? Wouldn't that be something HubSpot can develop a fix for with Twillio?

[SFreist]

Having the same problem.  The phone numbers are exacly the same on the caller ID but the calls that are connected through Teillio are flaged as SCAM LIKELY.  This is not a good thing for sales people that are contacting clients.  Someone needs to post a fix... 

[sharonlicari · Accepted solution]

Hi @Nanvari 

Welcome to the Community!

I've been investigating and it seems that registering your number and making use of https://calltransparency.com for numbers/calls that are erroneously being marked as spam.

I want to share with you how the calling functionality works that will help you understand how this can happen:

• The HubSpot calling tool works by calling your phone, calling the carrier and passing on the information of your call and connecting them both via that twillio call like a "bridge" between the two.
• The way that your number is flagged and labeled as spam or not is up to the recipient's network and HubSpot would not have any control over how it is labeled as Twillio initiates the call and passed on your information to the recipient, who then decides what to label this as and in some cases can label it as spam.
• In cases like these people have seen success by using https://calltransparency.com as mentioned above.

I hope this helps

Thanks

Sharon

[EW2]

It appears only US based business can register with  https://calltransparency.com ...

Any advise for those of us in Canada or elsewhere?

[NGarfinkel]

@EW2 : CA is following the US in terms of adopting STIR SHAKEN regulations for voice & text. It's just a bit behind the roll-out. You can use that HubSpot app extension I mentioned earlier and that should solve your problem. It signs all outbound calls with "A" attestation to signal to carriers you're legitmate. 

[AKatzian]

Same here ... any ideas on how to handle this within the EU?

[NGarfinkel]

@AKatzian - EU carriers use top of network analytics to review calls coming to their network. They are focused on call behavior like how many calls are being made every 6 minutes from a number, what is the average length of these calls and determining if these are being made manually or programmatically. TIPS: Clean your calling list of numbers no one is answering. Remove numbers that are on do not contact lists. Remove numbers that are unrelease exchanges or malformed. Slow down you dialing and make sure your carrier adopts the new Shaken SIP standard when they are introduced in EU countries – like in the USA. Try to keep your call lengths greater than 10 seconds on average.

I know none of that is concrete but it really depends on what country you're in, where you are calling, and what your volumes are. If you were in the US, it would be as simple as just using that HubSpot extension I mentioned in another comment. 

(https://app.hubspot.com/ecosystem/39778292/marketplace/apps/sales/calling/trusted-call-completion-qu...)

[Nanvari]

Perfect, I'll look into that resource! Thank you