AllFactors Call Transcripts connects your HubSpot account to AllFactors so your team can ask questions about your sales and service calls. Calls logged in HubSpot with a recording or a transcript are loaded into your workspace's Call transcripts source in Knowledge. The AllFactors AI can then answer questions about calls, objections and customer conversations, and cite the calls it used.
The integration is read-only. It never creates, changes or deletes anything in HubSpot.
Main use cases
• Find what customers said about pricing, competitors or a feature across many calls.
• Review the objections raised in last quarter's discovery calls.
• Prepare for a meeting by asking what was discussed on earlier calls with an account.
Before you start
In AllFactors
• Your workspace's plan includes the Revenue and Knowledge modules.
• You are an Owner or Admin of the workspace. Other members can't connect or disconnect HubSpot.
In HubSpot
• Your team logs calls in HubSpot with recordings.
• The calls have transcripts that HubSpot makes available to apps, for example transcripts that your calling integration saves to HubSpot. A call without a readable transcript can't be searched by the AI.
• The person who connects HubSpot can install apps in the HubSpot account and has access to the calls you want to search.
Install the app and connect HubSpot
2. In the sidebar, click Integrations, then HubSpot.
3. Scroll past the HubSpot CRM connection to the card titled HubSpot calls. On that card, click Connect HubSpot. A HubSpot window opens. If nothing opens, allow pop-ups for ai.allfactors.com and try again.
4. Sign in to HubSpot if asked, then choose the HubSpot account to connect.
5. Review the permissions AllFactors asks for (explained below), then click Connect app.
6. The window closes and AllFactors shows HubSpot calls connected. The HubSpot account now appears on the HubSpot calls card.
You can also connect from Knowledge > Sources, on the Call transcripts card.
The connection belongs to the workspace, not to the person who made it. It stays connected if that person leaves the workspace. You can connect more than one HubSpot account to the same workspace.
Permissions AllFactors asks for
• Calls (crm.objects.contacts.read): HubSpot requires this permission to search calls. AllFactors uses it to find calls by date and read their details. It does not read your contact records.
• Users (crm.objects.owners.read): to match each call to the rep who owns it.
• Call transcripts (crm.extensions_calling_transcripts.read): to read the transcript of a call.
• Basic OAuth (oauth): required by HubSpot for every app that connects with OAuth.
All permissions are read-only. If any permission isn't approved, AllFactors refuses the connection and asks you to connect again.
Configure call transcripts
Connecting HubSpot doesn't read any calls yet. Calls are read only after the workspace's Call transcripts source is set up and calls are loaded.
1. In the sidebar, click Knowledge, then Sources, and find the Call transcriptscard.
2. A workspace Owner clicks Confirm legal review. This confirms that recording and analysing calls is covered by your consent notices and agreements. The confirmation is recorded in the workspace's activity log.
3. Choose your settings:
◦ Who can search the calls: The workspace (everyone with the Revenue module and access to analytics) or Only me.
◦ Skip calls shorter than (minutes): calls shorter than this are left out. The default is 5.
◦ Only calls whose title mentions and Skip calls whose title mentions: optional keywords, separated by commas.
◦ Index new calls automatically: off by default. When off, nothing is indexed until someone loads a period of calls. When on, new calls (from the day you turn it on) are indexed as they arrive, up to 3,000 a month. Indexing uses AllFactors credits for each call.
4. Click Set up call transcripts (or Start indexing calls if you turned on automatic indexing).
Use the app
Load a period of calls (manual)
1. On the Call transcripts card, click Load calls.
2. Choose the months to load (From and To) and, optionally, title keywords.
3. Click Preview to see how many calls and minutes match, and an estimate of the credits the load will use. Nothing is downloaded at this step.
4. Click the Load button, which shows the number of calls, to start. Calls appear in Knowledge as they are indexed.
A single load covers up to 12 months and the newest 500 matching calls. A workspace can load up to 1,000 calls a month on demand; after that, only Owners and Admins can load more.
Automatic updates
AllFactors checks HubSpot about every hour, unless your workspace has paused scheduled syncs. If Index new calls automatically is on, new calls are indexed as they arrive. Calls deleted in HubSpot are taken out of Knowledge by a later sync; for older calls this can take until the first sync of the next month. No manual action is needed.
Ask the AI
Ask the AllFactors AI about your calls, for example "What objections came up in demo calls last month?". The AI searches call transcripts only when you ask about calls, objections or customer conversations, and its answers cite the calls they come from. In a private chat, if you ask about a period that hasn't been loaded, the AI can offer to load it and waits for your approval.
Exclude a call
An Owner or Admin can exclude a single call. It is removed from Knowledge for everyone and isn't added back by later syncs. The recording stays in HubSpot.
Remove a load
An Owner or Admin can remove a load. Calls that only that load brought in are removed from Knowledge. Calls indexed automatically aren't part of a load; exclude them one by one. The recordings themselves stay in HubSpot.
What data the app reads and stores
Data flows one way, from HubSpot to AllFactors.
• Read from HubSpot: each call's date, title, duration, direction, status, outcome, owner, recording link and transcript, plus the HubSpot account's ID and domain and the email of the user who connected it.
• Stored in AllFactors, only for calls that are loaded: the call's title, date, duration, recording link and a link back to the call in HubSpot, and its transcript. Transcripts are stored with speaker names only, and every email address is removed. The transcript is indexed so the AI can search it.
• Stored when you connect: the HubSpot account ID and domain, and the email of the user who connected it. Workspace members see these on the HubSpot calls card.
• Never stored: recording audio (AllFactors never downloads it) and the email addresses of your reps.
• Never written: AllFactors doesn't create, change or delete anything in HubSpot.
Connection credentials are stored encrypted. See our Privacy Policy for how AllFactors processes your data.
Disconnect HubSpot
Disconnecting stops AllFactors from reading your HubSpot account for the whole workspace. AllFactors deletes its stored access and asks HubSpot to revoke it. If the app still appears under Connected Apps in HubSpot afterwards, uninstall it there (see below).
What happens to your data: nothing changes in HubSpot. In AllFactors, disconnecting doesn't by itself remove calls that were already loaded: they stay in Knowledge until you remove them. To remove them, remove their loads (and exclude any calls indexed automatically) before you disconnect, or email [email protected] and we'll delete them.
1. Sign in to AllFactors as an Owner or Admin.
2. Go to Integrations > HubSpot and find the HubSpot calls card.
3. Next to the HubSpot account, click Disconnect.
4. Confirm by clicking Disconnect in the dialog.
You can connect the same HubSpot account again later.
Uninstall the app from HubSpot
You can also remove the app from the HubSpot side. A HubSpot user with permission to manage apps can do this:
1. In HubSpot, click the settings icon in the top navigation bar.
2. In the left sidebar, go to Integrations > Connected Apps.
3. Click AllFactors Call Transcripts.
4. Click Actions > Uninstall, then confirm.
See HubSpot's guide to uninstalling an app.
What happens to your data: nothing changes in HubSpot. AllFactors can no longer read your HubSpot account, and shortly afterwards the connection shows Needs reconnect in AllFactors. Calls already loaded stay in AllFactors until you remove them, as described under Disconnect HubSpot above.
Troubleshooting
• "Your browser blocked the HubSpot window." Allow pop-ups for ai.allfactors.com and click Connect HubSpot again.
• "HubSpot didn't grant access to calls and their transcripts." A permission wasn't approved. Connect again and approve every permission.
• Needs reconnect. The connection expired, was uninstalled in HubSpot, or is missing a permission. Click Reconnect on the HubSpot calls card.
• "Not connected. An Owner or Admin can connect it." Ask a workspace Owner or Admin to connect HubSpot.
• "This workspace's plan does not include the revenue module." Call transcripts need the Revenue module. Contact us to change your plan.
• No Knowledge item in the sidebar. Your plan doesn't include the Knowledge module. Contact us to change your plan.
• "Call transcripts are waiting for an Owner to confirm the legal review." A workspace Owner needs to click Confirm legal review on the Call transcripts card.
• "The transcript for that call is not ready yet (the recording may still be processing)." HubSpot has no transcript yet. AllFactors retries at later syncs for 24 hours after the call started.
• "That call has no transcript that can be read." HubSpot doesn't make a transcript available for this call. Check that your calling integration saves transcripts to HubSpot.
• "This month's allowance for loading calls is used up." The workspace has loaded its monthly on-demand allowance. An Owner or Admin can still load calls.
• "HubSpot is rate limiting requests." or "HubSpot is unavailable right now."Wait a few minutes and try again. Syncs retry automatically.
Get help
Email [email protected]. We reply within one business day (Monday to Friday). See the AllFactors support page for more help.
