Missing Calling Minutes

[rbrown]

Hello All

im using the 15min of free calls - but after making like 4 calls for 10-20 seconds each - the systen is now reporting i haved used 9 mins.

is this normal ?

in Australia - 1 minute is 60 seconds.. maybe in the USA you work on some other standard 🙂 

let me know

[MayPascaud · Accepted solution]

Hi @rbrown,

Indeed, you're correct in your assumption - HubSpot Calling rounds up to the minute, so a 20s call would count as 1mn, 1:30mn would count as 2mn, etc... 

This is the way that our Calling tool, Twillio, quantifies calling data; it makes it easier for both parties to count calling time, and keep track of the time that people have used with the feature.

With HubSpot Sales Pro, you have access to 2000 minutes of calling; if you run out, you can call into Support, and someone will be able to raise your limit.

I hope this helps, and let me know if I can clarify anything else!

May

[rbrown]

Hi May

that is somewhat false advertising. it should have a * explaining this as the very least.

so support will 100% raise my limit every month guaranteed for every account we have ? (assuming we have paid licenses) ?

I estimate we would need 3000+ mins per sales person as its a minimum of 1 minute per call in your way of counting.. so thats only 3000 calls a month / 135 calls per day  (22 working days per month)

let me know.

Robert

[MayPascaud]

Hi @rbrown,

If you are a Sales Pro user and you feel as though your number of minutes is insufficient, you can call into Support and a representative will get in touch with the team in order to raise your monthly limit permanently. You should have no issues with raising the limit to 3000 minutes. Once this is done, your user will always have 3000 minutes per month. 

May

[GilmourB]

I have the same problem. 37sec. calls are being recorded as 2min calls. A 24 sec. call was just recorded as a 4min. call. 

Is there a resolution to this problem? I'm not inclined to move to a paid seat knowing that I'll be gouged on phone minutes. 

[MayPascaud]

@GilmourB As I mentioned above, if you are a Sales Pro user and feel that you need more calling minutes, you can submit a web ticket to request an increase. There is no "solution" for free users, as the 15 minutes of allotted calling is meant only to allow users to try out the tool. If you are a paid customer, our team will work with you to ensure that you are getting the most out of your subscription.

Best,

May

[GilmourB]

May,

As mentioned above, the minutes are being used up more than twice as fast as the actual call length.