HubSpot Conversation Intelligence: Plans, Setup and Features

Yes, HubSpot offers Conversation Intelligence for sales and service calls. It automatically transcribes and analyzes call recordings made by users with an assigned Sales Hub or Service Hub Professional or Enterprise seat, and tracked terms (keyword tracking) need Sales Hub or Service Hub Enterprise.

Checked against the HubSpot Knowledge Base and HubSpot's Product and Services Catalog on October 20, 2026.

Conversation Intelligence (often shortened to CI) is the name HubSpot gives to the transcription and analysis layer that sits on top of call recording. Recording a call is one thing. CI is what turns that recording into a searchable transcript, call stats, an AI summary from Breeze Assistant and, on Enterprise, reports on the terms your customers mention.

What HubSpot Conversation Intelligence does

According to HubSpot's knowledge base, CI powers transcription and analysis for calls made by users with a Sales seat or Service seat. That includes calls made through HubSpot's calling tool and some third-party calling providers. With it you can:

• Review recordings with speaker tracks, transcripts, sharing options and search.
• Filter calls in the Calls index by properties such as user, team, call outcome and duration.
• Search key terms in call recordings using global search.
• Preview recording details on associated records, such as the contact, company or deal.
• Read an AI call summary split into purpose of the call, key discussion points, decisions made, sentiment and next steps.
• Review tracked terms and report on them (Enterprise only).

HubSpot documents transcription and analysis after a call is recorded. The knowledge base does not describe live, in-call coaching, so plan your coaching around reviewing calls after they end.

Which HubSpot plans and seats include it

The short version: recording is broad, analysis needs a paid Professional or Enterprise seat, and keyword tracking needs Enterprise.

Three details catch teams out:

• Seats matter, not just the subscription. Only recordings made by users with an assigned Sales Hub or Service Hub Professional or Enterprise seat are transcribed automatically. A user without one of those seats can still record and review calls.
• Shared inbox voicemails are excluded. Voicemails for numbers connected to a shared workspace, such as the inbox or help desk, are not transcribed.
• Video meetings land elsewhere. Recordings from video conferencing integrations such as Zoom and Microsoft Teams create meeting records, not call records.

How to turn on call recording and Conversation Intelligence

You need a Super Admin to change the transcription setting. Both call recording and transcription and analysis are on by default, so in many accounts this is a check rather than a change.

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, go to Calling > Call Setup.
3. Click the Call Configurations tab.
4. Toggle Call recording on. If it is off, the Record button will not appear when you make a call.
5. Confirm the Transcriptions and analysis switch is on. If it is off, a Super Admin can turn it on.
6. On the same tab, the Automatically link calls to associated objects using HubSpot AI switch controls automatic associations. It is on by default.

Before you start, set up the calling tool itself. HubSpot lists three routes: get a HubSpot-provided phone number, register your own outbound number, or integrate a third-party calling provider.

Which calling providers work

HubSpot's knowledge base says it supports "a select group of third-party calling providers" and points to the App Marketplace for the current list. HubSpot's Conversation Intelligence product page names its own calling tool, Zoom, JustCall and Kixie as examples. Check the Marketplace listing for your provider before you rely on it, because support can change.

For Zoom, the integration syncs cloud recordings and transcripts to HubSpot when cloud recording and audio transcripts are turned on in Zoom, each user connects their own Zoom account, and the recording is still available in Zoom. Meetings that use a Personal Meeting ID do not sync.

Transcription languages

HubSpot detects the language automatically and transcribes in the language or languages it hears. Its language offerings page listed 100 languages for automatic call and meeting transcription on October 20, 2026, from Afrikaans to Yoruba.

Where to find recordings, transcripts and call stats

1. Click More, then go to CRM > Calls. If More does not appear, go to CRM > Calls directly.
2. Click the call title to open the review screen.
3. Use Play and the skip and rewind controls on the left.
4. At the bottom, read the AI call summary and add notes under Notes. Type @ and a name to notify a teammate.
5. On the right, switch between the Insights, Stats and Transcript tabs.

On the Transcript tab you can search for a keyword, click Copy transcript to clipboard, or hover over a passage and click Comment to leave a timestamped, threaded comment. To share a moment, hover over the excerpt and click Share, then adjust the start and end times. HubSpot notes that anyone with permission to view a clip can also listen to the entire recording.

The six call stats, by name

Call stats appear once you link the participants to contact records (click Participants at the top, then link each speaker). The Stats tab shows:

These are the names to use in coaching notes and scorecards, so reps can find the same numbers in HubSpot.

AI call summaries with Breeze Assistant

On Professional and Enterprise, each recorded call gets an AI-generated summary with five sections: purpose of the call, key discussion points, decisions made, sentiment and next steps. The summary itself cannot be edited, so add anything extra in the Notes box below it.

• Templates. Click Auto and choose Support Rep, Sales Rep or + Add custom template. Sales summaries focus on objectives, coaching tips and objections. Support summaries focus on the issue, root cause, actions taken, outcome and sentiment.
• Ask a question. Type into the Ask a question field to ask Breeze Assistant about the call, for example "Did the customer mention a budget?"
• Requirements. Breeze Assistant and call recording must both be turned on. A Super Admin manages this under settings, Account management > AI, on the Access tab. HubSpot's AI settings article says Give users access to generative AI tools and features, Customer conversation data and Give users access to Breeze Assistant are on by default.

Tracked terms: competitor mentions, pricing and objections (Enterprise)

Tracked terms are how you follow specific words across calls, such as competitor names, "discount" or "contract." HubSpot does not describe a built-in competitor list. You add the terms yourself, and only Super Admins can add or edit them.

1. Click the settings icon and go to Calling > Call Setup.
2. Click the Call Configurations tab.
3. In the Tracked Terms section, click Edit tracked terms.
4. Click + Add category, name it (for example, Competitors), and type a term.
5. Click + Add tracked term for more terms, then click Save.

After you save, HubSpot says historical data appears in your tracked term reports within three hours and covers recordings from the past 30 days. You get an email when it is ready.

Once terms exist, you can use them in three places:

• Reports. Build a custom report with Calls as the primary data source, or use the standard tracked term reports in the report library.
• Workflows and segments. In the workflow editor, click Set up triggers and choose Activity properties > Tracked terms. Segments use the same filter path.
• Notifications. Go to settings, General, the Calling tab, and in the Transcription And Analysis section choose All terms or Selected Terms. Turn on the Tracked Term(s) Found in Call notification topic too.

Professional users cannot do any of this. That matters if the reason you are buying CI is to trigger a pricing follow-up when a prospect says "budget."

Coaching playlists

Playlists turn good calls into training material. Go to Sales > Coaching Playlists (through More if needed), or open CRM > Calls and click Playlists. Click Create playlist, name it, choose who can see it, and click Create. From any recording, click + Add to Playlist, trim the clip with the start and end times, and click Add.

Any user can create a playlist. Followers get a daily email when new recordings are added. Adding a recording to a playlist does not override record permissions: a user still needs permission to view the associated contact.

Conversational enrichment (Enterprise beta)

Conversational enrichment reads incoming call transcripts, identifies the speakers, and updates contact and company records with what it finds. HubSpot lists contact fields such as job title, seniority level, phone number, preferred name and buying role, and company fields such as industry, number of employees, annual revenue and tech stack. A Super Admin can enroll in the beta, then turn on Call transcript enrichment under settings, Data Management > Data Enrichment, on the Conversational Enrichment tab. CI must be active and transcripts must be logged to the account.

Limits worth knowing

• Calling minutes. HubSpot's Product and Services Catalog uses Sales Hub Professional and Service Hub Professional as an example: each includes up to 3,000 minutes of calling per account per month, and owning both does not add up to 6,000. Limits are not additive across products.
• Clip sharing. A shared clip focuses attention on one moment, but the viewer can still play the whole call.
• Transcript improvement program. Selecting the Help improve your transcriptions checkbox in calling settings gives HubSpot permission to store, manually transcribe and label your call audio. Leave it unchecked if your policies do not allow that.
• Recording links. HubSpot calling is powered by Twilio, and HubSpot's recording law article says recording links "are not authenticated." Do not send recording links outside your company.

Call recording consent: what HubSpot says

HubSpot's knowledge base is clear that consent is your responsibility and that its article is not legal advice. The points it makes:

• Recording is on by default for inbound and outbound calls unless you turn it off or set exceptions by region, phone number, or user and team.
• On inbound calls, a recording consent message plays before the rep picks up, and you can customize it.
• On outbound calls, the dialer shows the call is being recorded. Clicking Record again stops it, and the recording is discarded with no partial recording logged.
• In the United States, some states require one party's consent and others require all parties' consent.
• HubSpot says the GDPR and other European rules "generally require consent from all parties" on a call.
• Your own employees are recorded too, so consider telling users their calls are monitored.

HubSpot's advice is to ask for consent whenever you are unsure, and to get legal counsel for your specific obligations.

A worked example (hypothetical)

Imagine a 12-person sales team on Sales Hub Enterprise that loses deals on price late in the cycle:

1. A Super Admin adds a tracked term category called Pricing with "discount," "budget" and "too expensive," and a Competitors category with the three rivals the team meets most.
2. The sales manager builds a workflow with Activity properties > Tracked terms as the trigger, creating a task to review any call where a Pricing term appears.
3. Reps link speakers on their calls so Call owner talk time and Longest customer story show up, and the manager compares them across the team.
4. The best two pricing conversations each month go into a coaching playlist called Handling price.
5. Every summary uses the Sales Rep template, so objections land in the same section on every call.

On Sales Hub Professional, the same team could do steps 3 to 5 but not steps 1 and 2.

Getting help with HubSpot calling and coaching

INSIDEA is an Elite HubSpot Partner and the growth operating system for modern businesses. If you want help choosing seats, setting up calling and tracked terms, or building coaching reports, our HubSpot team can work through it with you.