A HubSpot Customer Agent + Breeze Conversation

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Welcome back, everybody.

Run it back. Run it back.

Run it again.

Circle it.

Let's play that beautiful bean footage one more time.

We're good. We're good. No more bean footage.

Hi.

Hi.

I don't know why I'm blurry, guys. I don't know. Maybe it's a metaphor. Maybe it's because I am in a sea of confusion right now. Because we're not talking about loop marketing this week.

Do you want to? Would that make you feel better?

No. Let's do it now.

No.

Chad, be quiet.

No. Oh, okay.

I do have a lot of feelings about Amplify, but we're going to move on from that. That's for me and my therapist and God. Okay, so we're not talking about loop marketing because up is down, left is right, teased Coffee. Real Housewives is an actual TV show.

I don't know.

Wow.

But I am excited about where we are going today.

Yeah.

Because, George, last week when we emerged the other side of our massive loop marketing conversation, we were talking about, where do we want to go next.

Yeah.

You said something that was fascinating to me. And then I also related to you, said, I can't tell you the number of times I've heard people talk about customer, agent and Breeze as the same thing in HubSpot, and they are not. And most folks don't even know there's a Breeze assistant app. And at first I was nodding along like, yeah, oh, my God, why don't they know that? Those lessers, those peasants. And then, I've got to be honest, I'm also one of those people. I know they are separate things, but what do they do separately? Unclear. Not sure. And I think that's due in part to the fact that HubSpot has gotten crazy complicated, not just in the past two years, but, like, if you're anything like the folks on this little podcast, Shenanigan.

Right.

Like, we've been using HubSpot for over 10 years. And it is not the same marketing automation ecosystem that we started with.

No.

So if you're today years old hearing about Breeze or Customer Agent or all of those different things or you've heard about them and you would just really love nobody to ask you any sort of authoritative questions about them, this conversation is for you.

Yeah.

So George, I want to kick it over to you. Let's start, let's, let's table set a bit here. Okay.

Yeah, I. So go ahead. Yeah, so let me just say a couple things and then you can table set because I'm sure there was supposed to be a question there, but I started to talk before the question came in and like, listen, my brain, you, you put me in a direction of like, ladies and gentlemen, this is not your grandpappy's HubSpot. Like I, I look at where we're at, I look at what we can do, I look at all the tools. Like earlier today I was on the customer platform podcast that I do where we talk about HubSpot updates and I was like, he remember when like Service Hub was the orange haired stepchild and like now all of a sudden there's all of these like features and things that are happening and do you remember when like we used to have conversations around how, yeah, you know, I'm still going to use my chat GPT, my Claude, my xyz because it's just not there yet. Do you remember the day? And it's like, man, if you're not like, I can't imagine I said this last week. I, I can't imagine even attempting if this today was my HubSpot Day 1. Like it is mind blowing to me to think about like Somebody today purchases HubSpot looks at a marketer that has been there just doing their marketing thing or sales reps just doing their sales things like, hey guys and gals, we bought HubSpot.

Here you go.

And it's like, oh my God. God. Like, yeah, good luck, have fun. Oh my.

Yeah.

Yeah. So that's, that's where you put my brain immediately is like this kind of idea of like it has become, I'll say complex, but not in a bad way. It's still very easy to use, it's easy to learn. Things are understandable, but there's just so many things. And so how do all of those things fit together and when do you.

Know is technically understandable, but it's also a thousand pages long.

So.

Yeah, yeah.

So this gets us to today's conversation, right? Like there's AI in HubSpot and there's customer agent, and there's breeze. And what does that mean? Okay, so now I'm sure you had a question you wanted to ask me.

Can we define those things or try or attempt.

That's.

I was thinking we do this, George. I'm gonna try to do my best. Oh, to define. Okay. And then Chad and George, you keep me honest.

Okay. Yeah, yeah, yeah, yeah, yeah, yeah.

Which of the ones we wanted to find? I'd say Breeze in general.

Yep.

Customer agent, breeze assistant.

That's. That's all. Let's talk about. Let's talk about. Well, we'll put it in these three boxes or containers.

Three buckets.

Customer agent. Breeze General. Breeze custom assistants or agents.

What about breeze agents?

That's what I'm saying. Agents, custom agents, or custom assistants. Okay, so I guess that's different.

Agent was a specific agent.

I want everyone to stop speaking. I literally have. This is the first question.

Yeah.

With these buckets.

Okay, so hang on, hang on, hang on, hang on, hang on. So customer agent, Bre. Breeze General. Okay. Breeze custom assistants and Breeze agents. Those. Those four boxes, those are the containers that we're going to play. See, this is the problem, ladies and gentlemen. Yes, those are the containers we're playing in today.

Okay, cool. I'm gonna do my best to define this. Okay, let's start with just breeze in general.

Yeah.

Right. For anyone wondering the way that.

Should I come.

No, we need you. This is gonna be, like, hurting.

We're having AI Hallucinations just like Breeze.

It wasn't the question to define this stuff.

I literally hadn't even given you the.

She hasn't asked the question.

Hold on. Let's. I thought. Sorry, Liz. I thought that was the question. You. That's my bad.

George interrupted me before the first question.

Yeah, it's like you're just working ahead.

On the test, like, hurting tornadoes today. Okay. All right, back to you, Liz.

Okay, guys, so what's the simple mental model people need to keep in mind here about what is what, and what does what with your four buckets?

Yeah.

Right.

Yeah.

You got your customer agent, you got your Breeze agent, you got your breeze assistant. You got your custom assistance. What the heck is what and why?

What a great question, Max. Do you want to try to unpack four buckets?

All right, here's. Here's how I understand it. Breeze is. Is one the overarching general brand name of HubSpot's AI at a base level, but also when you start seeing, like, the enrichment stuff. Right. So, like, filling Your, you know, filling your. Your records with data and like, all this other kind of stuff. That's all. Breeze Customer agent is a very special AI that is meant to handle things on, like, the customer service side.

Right.

So it can do email, it can do live chat, it can do phone. Now I believe it can talk to you through your ivr, which is really sweet. But you can train it on all things that a customer service agent would really kind of need to know. And so it can act as that, like, first line of defense, another heat shield, if you will, for your human. Your human sales reps to try to get problems solved quickly and get people to the right people at the right time. That's customer agent. Now, I'm, I'm. I feel like I'm kind of going off an old definition here in terms of the difference between assistants and agents. All right. I think at the beginning, folks were describing agents as these little AI tools you can build that actually do stuff for you. Right. Such as, like, creating content or doing research or, you know, completing some type of task. And then there is assistance. And the way that I was kind of explained assistance at the beginning is that, like, there are things that, like, help you do your job. Right. So, like, there are these little, like, AI bots that you could invoke through breezechat that will, like, give you answers around certain things that it's trained on.

Yeah.

However, I've found that you can actually get those assistants to do things.

Oh, yeah.

As well.

Without a doubt.

So I am. I personally am. Am really struggling to draw the clear line between an agent and.

Well, maybe we name it different. Maybe it's. Maybe they are agents just to keep this simple. But it's like custom agent versus an agent in the marketplace.

Because now I'm working because.

Because there are. Well, there are agents that you can invoke that have already been built for you. And the reason I'm calling it an assistant is because what we build, and it could be considered maybe an agent, is we build for people using knowledge vaults and the Breeze assistant capability to have customers. And I'll show the screen, I'll show this, but can I just back up for a second and say, max, you did a really good job, but immediately, the first words out of your mouth made us. Made me realize that we're off the rails already. Because you mentioned a fifth bucket. You mentioned marketing 2.0. You mentioned enrichment and intelligence, which I didn't even bring up in the first four buckets. So, like, yes, Breeze is the general name but then there are these subsectors of that because Customer Agent could be considered part of Breeze because I'm sure that there's pieces that it's leveraging, but here's what I don't I want to make sure that I get this out there and then I'm going to shut up and let Chad go. I want to make sure that at least one thing we say up front is Customer Agent is outward facing for the humans that you're helping. And when we Talk about Breeze AI, whether it's assistants or agents, it's inside of HubSpot helping you, the human, the HubSpot user or users to do things. So like we have to at least throw that differentiator at customer agent, external Breeze assistant agents, whatever. Internal Chad, take a stab at layering on top of or in conjunction with what Max said.

Yeah, I think the easiest way to think about just the overall Breeze bucket as a whole is it's any of the AI powered features inside of HubSpot regardless of what they are. So anything that could possibly consume credits either now or in the future. Not all Breeze things will consume credits. Like for example, regular old enrichment just doesn't consume credits anymore from my understanding that used to, but now it's free, you know, so things like that, like Basically anything that's AI powered in HubSpot, you could just consider they're putting that under the breeze bucket. That's it. Everything AI and assistants are chat based, like you pull them open in the chat pane or in the mobile app. And assistants are intended to be an ordered, structured prompt driving your conversation. And you can add knowledge, but unfortunately with the regular old assistance, not necessarily extra tools outside of web search at the moment, like you can add web search, you can add files, but if it's just the I want a specific assistant to do a specific thing, you got a couple prompts, you got some files, it can search the web, it can search your HubSpot records, that's what it can do. But it has basically the regular power that chatting with your regular old Breeze AI chat inside of HubSpot has. So whatever it has access to now, that thing can do quite a bit, believe it or not. So it does have a lot of capabilities. But you can't at least in the configuration of assistant specify I want it to or don't want it to have these tools, for example. But a Breeze agent has a lot more prompt configurability and is not intended to be run inside of the chat pane, but is intended to be run inside of the agent execution area. So there's like a specific page where the agents execute outside of customer agent, which you kind of like sick it on some channels and it handles those channels right. But most of the agents are intended to be run in the agent execution area under the breeze main nav area. And those you could give it specific tools, you could give it extra layers of prompting and instructions. And if you take a look at some of the beta ones or the HubSpot ones that exist, those agents have some pretty good example prompts of what you might want to get your breeze agent to do. And it's intended to run a little bit more long form and a little bit less conversational. Give it some specific things. It may ask you for some specific data prior to getting started, depending on how you've configured it. And it's designed to give an ordered output, basically.

Yeah.

Whereas it's a little bit less conversational. And then let's see what was the last bucket there? Custom assistance. I think we already went on that.

Yeah, yeah.

Let me Studio. So they have new dashboards in studio which are cool.

Let me unpack a couple of things that you just said then. Liz, I'm going to get back to you for another question, but I need to unpack a couple of things so I'm going to go ahead and share my screen. The first thing that I want to unpack that everybody would pay attention to. Again, if this is your day one, this your day 50, it might be your fifth year and you're just like haven't been adopting Hubspots AI and all that stuff. I want you to realize one, you do have a place that you can go whereas usage and limits under your billing area that you can see that where you can purchase HubSpot credits, where you see that you get a monthly allowance of HubSpot credits. Your yours may differ than what you see on my screen as far as the amount that you get per month. But at the end of the day you're going to see your usage per month, the credits that have been invoked. And you can also see where, where these credits are going. So what is using what. Okay, where, where do the. Where does this get air quotes money get spent? And then you can see historical usage over time. So again, a little bit of dashboards around credit and you can even see usage log here. Okay, so I don't want you to think that this is a black box. I don't think that. I don't want you to think that you're going into this blind because one things that I've heard from people is like, well, you know, I, I'm afraid I'm gonna turn something on and then all of a sudden I'm gonna get this massive bill. And like there are safeguards that you can put in to like, hey, I'm willing to pay for these additional credits or when my credits are out, I want it to end. And but again, visually being able to see where they're going, what's happening and if, if there's a monster in the room, you can turn the monster in the room off or set some rules around it in, in the future. Second thing I want to unpack is the marketplace. There is if you go breeze in the main nav and marketplace, there's a marketplace. These are breeze agents that are already built, right? So like if you're looking for video clip search agent or a brand assistant or an ICP assistant or you can just go through this. I'm not going to read all of these, but there are these agents that are pre built that you can invok into your HubSpot portal. So I just want you to know that the beginning places that you may start is let me go look at the Breeze agent marketplace and see if there's something that can save me or a team member time. And then the second place you may go is like, let me see if I can build something that's more specific to us but then understand the credits that may be used if you're, if you go in the customer agent direction or if you go into enrichment direction or if you go into the. Hey, I created this custom Breeze assistant and I'm going to invoke it in a HubSpot workflow to do something type system. So let's just. I'll pause there and then. Liz, like what's the, what's the next question? Where, where you want us to head?

Sorry in advance, Liz, but I just wanted to touch on one more.

There we go. Go ahead, go ahead. Chad.

Chad. It's okay. You were defending me earlier. You get a pass.

Okay, thanks. Good. I'm glad I'm earned some. Earn some, some good, good noodle stars. Okay, so with credits there's not only like breeze isn't the only thing that can use credits. Like some things that aren't AI powered, like external data syncs can utilize credits as well. But like George was showing in the dashboard, they give you a summary of every single thing that uses any credits, how much it's using, what days it was using. So you could look at it on like a daily or a weekly bas. So you really do have a lot of flexibility to understand that. But man is some things that they built in, things like Data Studio being able to sync to an external Google sheet on a periodic time like without having to create some funky integration. Just your data set, you choose certain columns to go out that is so helpful depending on what it is you're trying to accomplish, you know, for certain use cases. So anyway, credits are not only Breeze, but there are. But Breeze can use credits depending on what it is. So just wanted to make a point of clarification.

Good point, good point.

Point.

Is it my turn now?

It is, yeah.

Sorry guys. Don't be sorry. This is fascinating. So I gotta be honest, followed a lot of that. Also found myself kind of thinking in circles a little bit. Okay, what are the practical use cases like for like can we talk through each of those between five and seven buckets as we have expanded them? Like what is the use case for each? Like practical examples?

Yeah, yeah. Who wants to go first?

I can talk about it.

Let's, let's, let's do this. Let's start with Customer Agent first.

Yeah, yeah. So Customer agent. So I mean the big thing with Customer Agent, right? Is adding this layer of autonomy, if you will, to the first sort of interactions that someone has like with your support team, right? So your customer agent can understand a whole bunch of different content you feed into it, such as your knowledge base, a lot of your internal ticketing information. Because like you got to remember, not only do you have like your written knowledge based articles, it also has a treasure trove of information just by looking at your previous tickets and how you've solved problems and things like that, right? And it gives you sort of this ability to solve problems before they actually get to a human being, right? You can almost think about it like before this like knowledge base kind of solved for it, right? But like you still had to like search through the knowledge base and a lot of people just wanted to talk to somebody, right? So this serves as like a really cool sort of like middle ground where someone is, is basically at the end of the day they're interacting with your knowledge base when you really think about it. But they're doing in a way that feels like they're communic with somebody and it might be easier for them to ask questions than have that thing be able to intelligently find an answer for them, right? But what's really, really neat about Customer Agent is it Customer Agent. And when we say Things like the knowledge base agent and stuff like that. Those are those separate work sort of hand in hand together, but they're kind of like separate.

Separate. Yeah.

So like a really cool thing that the customer agent will do is it'll keep track of like questions it doesn't know the answer to. Right. So like when it's finding itself having to like hand people off to humans knowing the answers to questions, right. It collaborates with this thing called the knowledge base agent which actually gives you, you know, a, a sort of like suggestions of knowledge gaps you need to fill with your knowledge base. Right. So like articles that you should be writing, like additional information you should have in there, right. And what it'll do is it also suggests that content based on answers it finds looking at like your historic tickets and stuff like that. Right. So it's a really cool way to kind of like, like expand and make interactive. Not only the knowledge based content that you have that's existing, but also just like the past interactions that your support people have had with folks as they've been helping them. Right. And again there's multiple ways to deploy the customer agent. They can talk to people over live chat, they can talk to people over email, they can talk to people over phone. Right. So again, think of it as like a new sort of like interactive layer and heat shield to your human beings, right. So they can focus on the really, really tough issues, right. While giving your, you know, your customers a more friendly and interactive way to get the answers that they need before they have to go to a person. A real life person.

Yep. Chad, anything that helpless, Chad, anything you would add to that.

I mean I felt like that was pretty good mechanism, you know, description there. I think one of the interesting things is like too when you're looking at agent goals, you would think the customer agent could be purely and only support related. But there are, they're starting to like blend the two. It's just the fact that the customer agent so far is the one that's designed to interact with humans on your behalf at the moment. And they do have like some, oh, what's your lead qualification settings if you want to try and generate leads, you know, so that is a thing that's in there. They're starting in the middle of some sort of blend of moving this into like, you know, I mean they do have a prospecting agent that exists, right. You know, that's its own thing. You can apply that to specific, specific contacts like oh, I wanna, you know, carpet bomb these 12 people or whatever, you know, for these 100 people, it's actually pretty cool.

We might do a. That here's, see, here's the, here's the thing. We might do a whole episode on like the Knowledge base agent. We might do a whole episode on the prospecting agent because again, right now, all of a sudden we're box six, box seven. Okay.

So, yeah, yeah, I guess the, the main thing I was trying to say is like, just because somebody is in a support queue doesn't mean that they don't have needs for other things that you could possibly have to offer. And that's why they're adding that generate leads section. Like, hey, if somebody's in support and they meet these extra criteria, maybe it would make sense to offer XYZ if you want the agent to do that on your behalf. Right. So anyway, so that was, that was about the only other thing I would add.

So a couple things. I'm going to share my screen and then Liz, we're going to kick it back to you in a second. So I want everybody to realize, like, I'm sharing my screen and so what it looks like, because I said external customer agent, external. If I start to ask or engage with the customer agent notice, I can give it like a couple starter questions that people might actually want to ask to engage with it. But I can come in here, I'm not going to, because just a couple different reasons, but I can come in here and I can start to have a conversation with this chatbot. But it's not a chatbot, it's customer agent powered in the background. And what I want everybody to realize is when you create the customer agent, you're going to have this whole area for your customer agent. And really the powerful place is manage. And I want you to understand how far you can go with this based on things that have happened, happened recently in updates. And so first of all, you have your agent identity, right? And so in my case, I'm showing you sidekick. His personality is casual. You can choose from friendly, professional, witty, empathetic, whatever you want to do here. Which is great, but there is a beta that everybody needs to know about because this is how you take it to the next level that HubSpot's calling it expression. But I want you to think about it as custom instructions. If you're used to chat, GPT or Claude or projects or anything like that. That. Because you can come in here and you can be like, hey, what's the tone? Right? What's the response style? What's the scripted responses? What's the guard rails. And so you can now make this start to act and interact in like crazy ways. And now if you want to see what this looks like filled out, it might look something like this where it's like sound like a real human who is professional, upbeat and caring. You know, you might see something like this where it's like, who am I helping? If unclear, then yeah. And so like you can, I think it's like 1300 characters or 1500 characters that you can put in these expression boxes to really hone the agent in the way that you want it to interact. And always ask a follow up question, always ask qualifying questions, things like that. Then you have your knowledge which is your content sources. So like Max said, the knowledge base, the website, the landing pages, your blogs and you can upload files if you want additional, additional context that shouldn't live on the site externally, but you want to add it to the brain of your customer agent. Not to mention you can add CRM data. So this is where you could literally be like, hey, I want to go ahead and like add some properties because this can actually allow them to update properties. Like hey, if you wanted them to be able to update their phone number or their email or two or three other properties, like you can add these pieces to that as well. You've got actions which allows you to interact with like other, hey, let them go and actually pay this invoice because it's going to go through API or whatever channel settings that you have in here. Again, email if you want to capture, you know, emails for like lead generation and then where you're going to deploy it. So I, I'm not going to go through all of this. But the other thing to note is you literally have a performance area where you can look at the last 7, 14, 30, 60, you know, 365 days of how this agent that you're deploying and that you're customizing with these expression statements to really go out there and handle like a lot of the heavy lifting before it hands off to a human. Because at the end of the day the one thing that I want to make sure I say here is like, like can you use customer agent and never hand off to a human? Sure. Should you have something in place where this does 90, 85% of the heavy lifting and then hands off to a human when you get somebody like me that it goes, talk to human, enter like yes, you should.

Yeah, immediately.

And you kind of, you kind of went over this like pretty quickly. I think the other thing too to make sure everyone's like fully aware that it can do is like it can make API calls.

Calls. Yeah.

Right.

So like the actions.

Yeah, the actions. Right. So like for example, you know, maybe you're some kind of software company and you have like a password reset process, right? Like you could trigger it through there. Maybe it needs to go find some data about someone's account. Like you can have it go do that. Right? Like so long as you give it.

The right e commerce orders. Maybe. Yeah, yeah, maybe it's not synced into HubSpot, but you can, you could query out to a different database if you've.

Ever chatted with your Internet provider and you're like, oh, I want to be, I want to like try to push a refresh, rush to my router or whatever. Like that, that kind of stuff like it can do now, which is really cool. So long as you have the right internal systems for it to talk to.

Right.

But it can make API requests, which is awesome.

Yeah, yeah, yeah.

The other thing too is in the knowledge area that I think we glossed over is if your knowledge base isn't on HubSpot, I mean it should be because you should be using Service Hub because Service Hub is awesome now. It's not just email inbox like it once used to be. If, if it's in Zendesk or something else, you can actually add external URLs and those URLs, associated URLs as knowledge. So for example, it'll scan it weekly. Like if your knowledge base is on Zendesk, you give it the homepage and it'll scan up to 5,000 linked pages that are linked to that original page. It'll like go read the knowledge base and somewhere else just at a web page.

And I want to make sure that, that I, I don't want the viewers to just think it should just be knowledge based stuff like you can. And by the way, if you're on HubSpot, it'll automatically pull in your pages, pull in your landing pages. Like, because you have to think like every information that you have out there is additional context to the brain that you're building. Because you're basically building a brain with this. And I want people to know if you, if your website is external, you can give the system a link and it'll bring in your website information even if it's external outside of HubSpot. So like, like it's, it really is this idea of collecting all the information. But then what's real nice is once you've collected all the information into this area you can go through, and you can be like, oh, oh, this piece of information that we created that shouldn't be in the brain. Like, the agent shouldn't talk about this. And so you can say, you know, like a removal system once you get it all absorbed into that area. So it gives you the flexibility to really create the brain you need and train it how to communicate based on the brain that you've now given it. Liz, another question. Or should we just move into, like, Breeze Assistance or, like. And by the way, we probably could have done an entire episode on just the Customer Agent. Yeah.

Oh, yeah, yeah.

Well, do we want to do that? Like, do we want to. With, like, eight minutes left? Left? Do we want to talk a little bit more about Customer Agent? Because there is something that I could hit on. And then we just talk about Breeze Assistance and custom assistance next week.

That's what I think we're doing.

Okay.

All right, let me share my screen again. And then, guys, we'll end up landing the plane. But I want to make sure that we bring this up because it's a place that not a lot of humans go, and it's. It really is a place that I would suggest that you go when you're kind of journeying into, especially the Customer Agent. So you can go into the side panel here, you can go into product updates, and then you can just search by app and you can type in. I already have it selected Customer Agent. And the reason I'm suggesting this is because one, you can go through and you can look at all the betas that you can invoke, but also you can take a journey. And whether it's the last two weeks, the last 30 days, or. Or the four pages of updates that have happened to Customer Agent since it was born, you can spend time going through and invoking some of these things that we're talking about. So, for instance, one of the things you're gonna need to turn on is that Expressions beta, right? And so being able to come in here and just, you know, click on here and see, like, what it is, why it matters, and then if you do or do not need it, you can request the beta or at least then understand how to use actions and API calls or build expressions and things like that. So definitely look at those updates to the Customer Agent. If it's your day. One of like, we're gonna now use this updates credits agent. Gentlemen, lady, what is your thoughts?

I have no thoughts.

Oh, wow, we're in trouble.

I Just feel like I. I'm now kind of glad we're doing a second episode because why is it that every time we talk about something with HubSpot now, it takes us two episodes to get through it? I'm not talking about, like our issues as a podcast. It's just like every time I try to wrap my brain around something that HubSpot has rolled out out, I have this one, two punch reaction. Oh, okay. What? That is how I felt having so many of these conversations.

Yeah.

And I might have a little bit of context. You know, I think the thing that used to happen with HubSpot features is they were rolled out with very limited, minimal functionality. So it was very easy to discuss and to discuss the intended use case. But practically you would run into the wall of I want to do this or that custom very, very quickly. And it wouldn't be useful for anybody who wanted to do anything even remotely outside of the intended happy path, as they call it in develop.

Right.

The flow that it was designed for. Now, I mean, it's not that HubSpot is complicated, but it has gotten very significantly more configurable. And that's what we're talking about. The long tail of all of the configuration options and why those configuration options matter. But like, to put it in context of like, oh, well, you could do this and add this expression, but why would you want to add the expression? We talk about it for 10 minutes and then there's like six more things that you could configure. But it's really, really awesome in the long run because you can just kind of use the boilerplate stuff. Like, what was really cool is when George was showing the expressions area, it says there's like a little AI optimize button. Like all you do is type in like, I want it to do this and that and this, and then it puts it in a format that AI is good at reading. You don't need to be a rocket science to figure it out, you know, but there is a lot of boxes to fill in. And it's because they're trying to make things. I, at least I feel they're trying to make things more, if more flexible out the gate.

Yeah.

But that's why it's taken us a lot longer.

Well, and I, I think yes to everything that Chad said. But Liz, what I would also say is that the way that I look at this is if I look back at the Beginning of this, HubSpot was like an email tool and a dumb blog with some keyword like, you could see keywords. No, I know, I know. I'm not calling the blogs dumb, but the tool was just not. The tool was not the greatest tool, but it was amazing. It did have smart content in 2012. I don't know if it had smart content in 2012. I think that came later. Anyway, way HubSpot is all grown up and what I will say is we're also, as users, we're kind of spoiled, right? So when you think about this customer agent conversation, it didn't need. It didn't used to be as complex as what we were able to talk about today. There never used to be expressions. But we got spoiled because we started using chat, GPT and Claude and we saw the experience that we could create if we could customize the instructions. And so how, how are you gonna want us to use a tool that is externally facing and we can't micro fine tooth how it acts? And so here's what I'll say. There used to be a day where HubSpot would launch a feature. You would just go use the feature. Now HubSpot launches a feature and you better have strategies and goals in psychology and systems and all the words to understand. How do you set up that tool in a way that it works specifically for your organization, for the humans that you're helping? Because HubSpot has gotten to the point and by the way, we're talking about AI today. But I would cut across the board. There is no vanilla HubSpot anymore. I used to be able to go and do a HubSpot audit and do a HubSpot audit and do A HubSpot audit. Yo, that ain't the world no more because it's so configurable and adjustable and you've got to get in there and get into the trenches. And so from, from my standpoint, but from the viewer, the listener, there's just a next level that you have to think to get the best out of the tool that they're launching for you to leverage.

Do you want to land the plane, George, or are we already on the ground? I. I can't tell.

I think we're close to on the ground. Here's what I'll say. I apologize, ladies and gentlemen. I thought that we would get through more than we got through today.

So, hey, you have a listen to our own podcast.

You, you, I know you have a broad, overarching understanding now of breeze in general. We did do what I'd call a mildly deep dive, or at least giving you things to think about, places to go about customer agent and I'm super excited to talk next week about custom age assistance. I've had the ability to build multiple for clients and so we'll give you next week some use cases. I'll talk about some things that we ran into a system that I use when I'm actually creating these instructions and so we'll go a little bit deeper and so until then, we'll see you in the next episode.

Okay Hub Heroes, we've reached the end of another episode.

Will Lord Lack continue to lose loom over the community or will we be.

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