Let's Unbox HubSpot: Calling & Customer Agent with Sarah Hall
- Chris CarolanHost
- Sarah HallGuest
February 6, 2026
Sarah Hall returns with what's new in HubSpot calling, then Zach Hussion calls his own customer agent live: a demo candy-equipment company whose AI agent answers product questions by phone, hands pricing to a person and leaves a transcript behind. The theme: foundations first.
Key takeaways
Incoming HubSpot calls now ring through the Chrome extension in public beta, without keeping a second browser tab open [01:49].
Call recording is no longer all or nothing; it can be enabled by call direction [03:27].
Reps who can't get what they need from a calling tool move to other tools and stop logging calls. Closing those gaps builds trust [06:12].
If you run team calling, plug your numbers into an IVR so callers reach the right team [08:20].
The setup looks simple because the foundations carry the work. Get knowledge sources, data and AI settings right, and new features become easy to adopt [13:03][14:44].
Start the customer agent where nobody answers today, like after hours. It resolves more than a voicemail box and captures the conversation [43:58].
Test before you trust. Agent testing covers chat, email and now calls [43:27][46:38].
Ask how your people will work with AI, not whether AI works [47:45].
The guest
Sarah Hall
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