Capturing and transcribing sales calls.

On our call you asked me to take away one piece of homework: your reps need to make and receive calls, mostly on mobiles and often out in the field, and just focus on the conversation. In the background, the call should be transcribed, an AI summary generated, and that summary logged against the right contact in HubSpot and carried through to NetSuite. You are not particularly attached to keeping the audio recordings themselves; the summary is what matters.

The hard part is inbound calls to a mobile number. Outbound calls made through HubSpot are already well covered. Inbound calls that land on a rep's mobile over the ordinary phone network are invisible to HubSpot unless something captures them, and that is where the options below come in.

One piece of context from the demo: office calling currently runs on 8x8, and you are open to replacing it if something better exists. 8x8 has its own HubSpot integration (8x8 Work for HubSpot) that screen pops inbound callers and logs calls, with recording links, against the right records, so the desk bound decision is really between keeping 8x8 connected to HubSpot or consolidating onto a platform like Aircall, rather than a forced migration.

Option AHubSpot native calling

HubSpot's built in calling works from the desktop and the mobile app. Outbound calls can be recorded and transcribed, and HubSpot's calling notetaker generates AI summaries with action items. Your Sales Hub Professional seats include this, with a pool of 3,000 calling minutes per account per month and up to three HubSpot provided phone numbers, and extra minutes can be purchased if needed.

The catch is inbound. To receive and auto log inbound calls, the number being called must be a HubSpot provided number. A rep's existing mobile number can be registered for outbound caller ID, and on Android the HubSpot app will do a screen pop when a known contact rings, prompting the rep to log the call. But an inbound call to the rep's own mobile number is not recorded or transcribed. HubSpot's in person meeting notetaker (which records face to face conversations through the mobile app) is currently an iOS only beta, and your team is on Android, so it does not help here yet.

Option BVoIP platform with mobile apps (e.g. Aircall)

Aircall is the option I mentioned on the call. It is a cloud phone system: you provision business numbers in Aircall, calls ring the rep through the Aircall app on desktop or mobile, and every inbound and outbound call is recorded, transcribed and summarised by Aircall's AI, with sentiment and action items. Its HubSpot integration is deep and certified: calls, recordings, transcripts and AI summaries land on the contact, deal or ticket timeline automatically, in near real time, and can trigger HubSpot workflows. It also brings proper inbound features like IVR call trees, routing, business hours and warm transfer, which would suit your customer service and internal sales teams well.

The trade off is that it is VoIP. Calls travel over the internet (wifi or mobile data), so quality depends on the connection. For desk bound staff on office wifi that is a non issue. For reps driving between sites in patchy coverage areas, a data based call can be shakier than an ordinary mobile call. Reps would also be answering calls in the Aircall app on a business number, rather than on their existing mobile number, so numbers would need porting or reissuing.

Option CNative mobile call capture app (e.g. Salestrail)

Salestrail takes the opposite approach. Instead of replacing the phone system, it sits on the rep's Android phone and captures the ordinary SIM calls they already make and receive on their existing number, inbound and outbound, including WhatsApp calls. Call activity logs automatically to the matching HubSpot contact, with playback links to the recordings in the timeline. Because the call itself is a normal mobile network call, quality is exactly what your reps get today, regardless of data coverage. Reps keep their numbers and change nothing about how they call. It is also cheap: published pricing is USD $8 per user per month, plus $3 for the recording add on and $7 for the CRM integration, so roughly USD $18 per user per month before annual discounts.

The trade offs are worth being clear eyed about. Recording is Android only (which suits you), and it works through either the handset's built in call recorder or Salestrail's own APK; Salestrail themselves advise testing that both sides of the conversation are audible on your specific handsets before buying, because Android's recording behaviour varies by manufacturer. To be precise on the AI point: Salestrail captures, logs and records, but it does not itself transcribe recordings or generate AI summaries (its speech to text feature is for dictating notes after a call). The transcription and summary step would be a small Kongo built process that picks up each recording, transcribes it, generates the summary and writes it to the call record in HubSpot, from where the integration carries it to NetSuite. We would prove both the audio quality and this summary flow in a short trial before you commit.

Option DCarrier level recording (Telstra or Optus with Dubber)

Both Telstra and Optus offer network level call recording powered by Dubber. Recording happens inside the carrier's mobile network itself, so every call on an enrolled service is captured with nothing installed on the handset, no app to open and no dependence on data coverage. The Dubber platform provides transcription and AI insights, and recordings can be pushed to other systems via its APIs, which is where a Kongo built connection into HubSpot and NetSuite would come in.

The trade offs: your mobile services need to be on the right carrier plans (for example Telstra's enterprise mobile services), there is a per service monthly cost through the carrier, and it is the most involved option commercially. It captures everything by default, which is powerful but also raises the compliance bar. One thing to weigh given your emphasis on stability: Dubber remains operational and continues to announce new partnerships as recently as late 2025, but it has had a difficult run as a listed company, including a trading suspension in 2022 after its FY22 revenue was found to have been overstated by around 29%. If you want this path, the first step is a conversation with your Telstra or Optus account manager to confirm current availability, pricing and the commercial standing of the offer on your plans.

Whichever capture option you choose, the pattern for NetSuite is the same. The call, its transcript and the AI summary are logged as a call activity in HubSpot first. From there, the HubSpot to NetSuite integration carries it across: calls sync bidirectionally under the standard connector, and under a Kongo built custom integration we write the call and its summary into NetSuite as an activity against the matching contact and company, in whichever NetSuite field or notes layout Liam prefers. So the calling decision and the integration decision are independent; any of the four options above feeds the same pipe.

• Desk bound teams (customer service, internal sales): Aircall, replacing 8x8 when you are ready. It gives you proper inbound routing, recording, transcription and AI summaries straight into HubSpot, and it sets you up nicely for the Service Hub and help desk conversation we have pencilled in for Phase 2. If the 8x8 contract has time to run, the interim step is installing 8x8's own HubSpot integration so calls at least log against the right records, then comparing the two side by side before the contract decision.
• Field reps on mobiles: Salestrail on their Android phones, paired with a Kongo built summary step. Calls stay on the ordinary mobile network on their existing numbers, so quality does not change, and inbound and outbound calls are captured and logged to HubSpot automatically; the Kongo step then transcribes each recording and writes the AI summary to the call record. We run a two week trial with two or three reps first, both to confirm recording quality on your specific handsets (Salestrail's own advice, since Android recording behaviour varies by manufacturer) and to prove the summary flow end to end before rolling it out.
• Outbound from HubSpot: keep using HubSpot's own calling where reps are working from the CRM. It is already included in your seats and the notetaker handles summaries.
• Hold in reserve: carrier level recording with Telstra or Optus. Revisit if complete capture becomes a compliance requirement, or if the trial shows app based capture is not reliable enough on your fleet.