This is a YouTube video titled "HubSpot Updates 7/21/2025 #hubspotcrm" containing an English conversational morning show focused on HubSpot platform updates. The hosts include Chris Carolyn, Casey Hawkins, and George B. Thomas, who discuss new features such as the Knowledge Base Agent, unsubscribe feedback surveys, and logging updates. The conversation is casual and informative, aimed at helping users maximize their use of HubSpot's tools and capabilities.
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Good morning, HubSpot Nation. It is time to Wake Up Customer Platform with your unofficial HubSpot Updates morning show where we help you discover the platform value you already own. I'm Chris Carolyn, joined by my co host Casey Hawkins and George B. Thomas. We are here every weekday morning to make sure you're not sleeping on HubSpot street capabilities. If you're joining live, drop a hello in the comments and let us know what you're building in HubSpot today. Happy Monday July 21st.
Happy Monday. How's everybody doing?
Doing good, Doing good.
Yeah.
Relaxing weekend. Got some sleep.
There you go. Sleep is always good. Rest is important.
We'll take it. We'll take it. I'm doing well. I leave for Copenhagen tomorrow night.
Oh, nice.
Oh wow.
Every day here going over updates. Casey will be out on vacation.
Oh man. Does that mean I have to start reading?
Get ready, George.
Oh, we'll have a lot of oopsies along the way, probably. But it is what it is.
I think you do a great job, brother.
I try to do my best to serve people, you know, but if you're.
Out there watching us and you want to come and hang out and fill in for Casey while she's gone, you know, give us, give us a. Give us a message.
Yeah, it is up.
In the meantime, we've got Knowledge Based Agent here as the top of the list. Still in private beta. One of my favorite announcements from the spring Spotlight. So long ago. Three months ago. What is it? Breeze Knowledge Base Agent leverages customer agent knowledge gaps and support tickets to create article drafts for your knowledge base automatically. You can simply review article content, make edits and publish.
Why does it matter? On top of their regular day to day support, agents, marketing managers and technical writers spend hours identifying gaps in the knowledge base to determine what types of content their customers are looking for. Users then have to search to find answers to common inquiries that likely exist somewhere in their ticket repository. Our new Knowledge Base agent will eliminate the need to manually find answers to customer inquiries and write and create knowledge articles by offering self service content that is fresh, relevant and automatically at your fingertips.
George.
Yes, sir.
What is really happening that instead of spending hours identifying gaps in their knowledge base, what, what actually happens in the real world?
Well, it doesn't get created. Like that's, let's be honest. It doesn't get created because they're busy doing other things like I don't know, helping humans. Yeah, yeah.
They don't have hours. And this was like one of the most challenging things as I was brought in to lead like digital transformation efforts and create content at scale. You have all these subject matter experts inside of your organization and this switch to, from marketing doing everything for you to. No, let's, let's use our knowledge that we have and create it. All these people are. Have day to day responsibilities that very much not content. Yeah, right. And trying to cross that gap. This is the kind of thing we love talking about when we're talking about AI is we can create things that were never going to exist and have never existed before. Obviously this goes hand in hand with customer agent. So think of them both together to take advantage here. But even the tickets, I'd be very curious to see how it can be tickets. I mean, long story short, I need to, I need to dig in here and check this out as profoundly starts to get serious with our, our knowledge base stuff.
I. The first blog I ever wrote was for my old agency and it was about an SEO topic. It was. Which I've never like specialized in SEO. Like that's just never been my thing. But it, I, the only reason I wrote it was I was so tired of writing the same email to my clients about this concept. And so I basically sent it to our internal marketing team and was like, can I just write a blog about this so I can send people this blog instead of me?
Yeah, well, it's, it's funny that we're talking about, you're talking about blogs, we're talking about like knowledge based articles.
Yeah, yeah, yeah.
Here's what's fun though is like people when they think about SEO, they immediately don't think about knowledge based articles. When they think about serving humans, maybe they think about that when they think about educating. Yeah, probably they, they think about knowledge base. But I had a client that it was funny, he contacted me in shock and that this knowledge article that he wrote was like number one in search results and bringing traffic in that actually was converting into customers, but it was actually created to help people who were already customers. And he's like, wait, you mean our knowledge base can actually have SEO juice and convert humans that aren't customer. And I'm like, yes, yes.
And now, and now we can even add them as assets to our campaigns, folks.
Yeah, yeah.
So it's all coming together and if you're, I'd say pro tip. Like you can have the same thing pretty much in a blog article and a knowledge base article and it gives you the, the space to be really direct and to the point in black and white in the knowledge base article and then like have a take, have tone, have voice, have feeling, you know, in, in the blog article. Obviously it's based on which space you're in and whether or not that makes sense. Like our technical people trying to just look at instructions versus the organic shares on LinkedIn and stuff like that. Very powerful mechanism that HubSpot is putting a lot of effort in now with the new knowledge base tools that we have at our disposal. Number two Unsubscribe feedback survey available on preference pages. Apparently they're updating this update almost every day.
This is the one that there's always like one that we get over and over.
Yeah, well, this marketing team knows what's up. They know how to play the game. What is it? You can now trigger an unsubscribe survey on the preference page to collect feedback about why a contact is unsubscribing from all emails and view this feedback for more insights about your marketing email strategy. Turn every unsubscribe into a learning opportunity without adding friction to the unsubscribe process.
Why does it matter? Automatically collect feedback when a contact unsubscribes from all emails, giving marketing marketers actionable insights to reduce churn and improve content relevance.
Sounds good. Kind of confused. Air up. The reason I was stuck is like who gets it all hubs and tiers and then we're highlighting all of the marketing levels.
Yeah.
Okay. Number three, never log overrides, existing contacts or inbox and help desk email. There's so much gold in these recent logging updates. Overcoming lots of time, old challenges. What is this one? Previously, if a team email address sent a message to a response.
