New HubSpot Updates 5/20/25

Wake Up, Customer Platform it's time to start the day. Discover all the value you already own. Don't let solutions slip away. Wake up, Customer Platform the tools are at your hand. No need to sleep on capabilities that can help your business stand. The answer's right before your eyes. You just need to realize Wake Up, Customer Platform and watch your business rise. Wake up. Wake up. The platform's waiting for you. Wake up. Wake up. See what your system can do.

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. Chris I'm Chris Carolyn, joined by my co hosts Casey Hawkins and George B. Thomas. We're here every weekday morning to make sure you're not sleeping on HubSpot's true capabilities. If you're joining live, drop a hello in the comments and let us know what you're building in HubSpot today. Happy Tuesday, May 20, 2025 how we doing?

Doing well. I forgot to tell you before. Chris. Yeah, Last night I'm like making dinner and the theme song was just like stuck in my head. I had a moment where I was like what is that song? And then I was like, oh, I know what that song is.

That's Chris yeah, I went and got an MBA in, you know, music production overnight song creation. Yeah, it is pretty catchy account one or the other or I'm leveraging the abundance of AI and we got 12 updates probably mostly thanks to AI in some way, shape or form. So we'll dive in. Service Hub Journey analytics that's a pretty picture that is. What is it? The HubSpot Journey analytics report Builder is launching for Service Hub Enterprise customers. Service Hub Enterprise customers can leverage the Journey Analytics Builder for a number of different use cases. For example, which knowledge base articles led to tickets opened by customers? How good are self service resources such as chat bots and the customer agent in handling tickets by themselves? And how often do they need to hand over to a human? How much revenue was created after a ticket was closed?

Why does it matter? Service Hub Journey analytics will enable leaders to understand the journey of customer interactions with self service resources and support teams. You'll be able to measure and optimize effectiveness of customer response and engagement and streamline support processes by identifying bottlenecks and inefficiencies.

Nice.

I guess you got something to add to your part two Service Hub episode.

George yeah, sounds like it.

If you. If if you've been sleeping on Service Hub Part 1 Hub Heroes Episode just came out this week. Go check out, go listen to it. It's a good recap of what you can do with Service Hub. Listen to it this morning on the Walk and. And some good things there. So thank you for that, George.

There's always some shenanigans that happen on the show for sure.

Yeah. But the last thing I'll mention are we breaking down some silos. Finally thinking about the whole journey.

I mean, it feels like it because.

Beautiful.

You've got this. And also, what do we say yesterday or the day before yesterday? Well, yesterday was Monday, so it couldn't have been the day before that. But that you can now have some Service Hub stuff in campaigns as well. So it's real interesting out there, folks.

And the customer agent is not going to be locked away in Service Hub because customers, they're all over the journey. So.

Amazing.

Good to see this and thank you for a. Thank you to AI for just breaking down all this nonsense, helping us do that. Number two, certification tracking made easy with the new My Team dashboard. Okay. Introducing the redesigned My Team page. A one stop shop for tracking credentials, monitoring team achievements and streamlining HubSpot onboarding. Key updates include improved filtering at a glance insights and enhanced usability to simplify team management and maximize HubSpot expertise.

Why does it matter? The wait is over. We're thrilled to unveil the redesigned My Team page. Built to empower our customers and partners like never before. That didn't.

Here we go. I mean, this is. I'm literally on the page, by the way. Wow. I can see, you know, active.

This is very cool.

Expiring soon expired in progress. Top certifications like and this is nuts. Yeah, this is. This is pretty interesting because it has.

Been a long wait.

Yeah.

I'm just like hovering over 57 circles from each member on the team just to see where everyone's at.

Yeah.

And remember which icon means which certification.

What's crazy too is you can literally export all certification data. I don't know why you'd want to do that, but you can do that. I'm literally looking at an actions button that allows you to.

To.

Yeah, this is interesting.

I really. Yeah, I really like this update. I'm actually a little disappointed. There's so many good updates today, so I don't think this is going to make my top five, so. But I do really think this is cool.

Yeah.

I'm like feeling sad that this isn't gonna make it.

I know, I know. But we at least got a Give Hub spot Academy Gotta give him one of those because.

Yeah, yeah, this is well done team. The wait is over indeed. Number three, a new Breeze Co pilot summer 2025 update. I'm never going to get tired of reading this one, by the way. Many times you want to put it on here. This is one of the most important ones that we'll be reading for the next however many months until it actually hits.

Yeah, that's true.

And just check out this screen if.

You need to someone timestamp this moment though in a few months when Chris is like, here we are again, right?

Drink this in like buy inbound. This chat. The LLM chat experience that we have in other systems right now. It's coming to HubSpot, folks.

Oh yeah, it's inevitable.

And if you're lucky, there's gonna be a little microphone icon right here so we can just talk to you.

Don't tease me, don't tease me.

Coming this summer, a smarter, more powerful Breeze Copilot. We're rebuilding Copilot from the ground up with the latest AI tech, giving you deeper, more intelligent conversations, better planning and reasoning and richer context from your HubSpot data. This update brings several enhancements to Copilot. Ask detailed multi part questions, get more accurate nuanced answers to simplify team management. Rely on deeper understanding of your page and portal data. Enjoy faster, more reliable performance and higher quality responses. All the things basically what to expect in private beta what you can do in the private beta Web search was added since last time you read it Chat GPT like text generation, company contact deal ticket and engagement summaries, CRM object search creation and updates HubSpot how to and other help questions what's not included for now? Text refinement in content editor tools, image generation, report generation, advanced Breeze intelligence insights for company prospecting plus other minor functionality not listed here. If you depend on these advanced features. I'm not reading this next part. Do not wait for the public data. Like it's there on this stuff. Like this stuff is going to be very helpful for you. So don't like, oh, I can't do images, let me wait. Like, no, stop it.

I mean the old Copilot doesn't do images, so it's not like.

But what I like is it's a sign that the future one probably eventually will.

Yeah, get excited about that list. Right? Because you can actually do all of this stuff in other places in the portal right now. So you can still do that and sign up for this beta and enjoy it and then help that team with the feedback to get to this stuff faster. I mean, they've already added web search, I think we announced it last week. So they're gonna keep moving fast.

I'm super excited about this one.

So there's no better way to stay in the loop what's happening with breeze copilot either. So dive in. Number four. What is this?

Oh, I. I actually saw this one yesterday and I almost sent it to you and then I was like, no, I want the library. I actually saw this one yesterday and I almost sent it to you and then I was like, no, I want the live reaction. I want the live action. I want the library, bro.

Just wait. Send video transcripts to LinkedIn.

Just wait.

Send video transcripts to LinkedIn. What is it? You can now include cap what is it? You can now include Captions with your LinkedIn video posts directly from HubSpot, whether they're AI. With your LinkedIn video posts directly from HubSpot, whether they're AI generated or manually uploaded. Generated or manually uploaded. This improves accessibility, engagement and performance of your video content.

Why does it matter? Most of your LinkedIn audience watches videos with the sound off initially, making captions essential for capturing attention. Now you can schedule LinkedIn videos with captions in advance through HubSpot. Keep all your video performance data in one place. Maintain your HubSpot workflow while making your content more accessible. Avoid the hassle of posting directly on LinkedIn or managing analytics across platforms.

I mean, they're, they're just, they're just giving us so many reasons to use the HubSpot like video platform tool that has been released in beta. Like if you, if you go watch the unboxing that Chris did with Anchor and Amanda. Was it Amanda? Yeah. If you go watch that unboxing and learn all the plethoras of things that you can now do in HubSpot, which, by the way, just the other day I was messing with it, I published from HubSpot to YouTube. Can I just throw that out there real quick?

Yes.

And so now you layer this on. And by the way, for me, maybe I'm super passionate about this because this is usually a step by step, I'm like, ah, captions option. Like, but, but if it's. If I do HubSpot and it just automagically happens.

Yeah, I trained two people on this on my very small team yesterday at profoundly. And when you put stuff like this in the hands of the subject matter experts themselves, like, just watch out. And I didn't know this was an update. So when like at the. In the second half of the day when we actually hit like publish to social. Just a show and the video details just came with it. I was like, yeah, that's how it's supposed to work. Really? That's a good thing.

As expected.

Right? And so two things. AI file analysis needs to be enabled and you need to enroll in the AI powered video marketing. That's a good thing.

As expected.

Right. And so beta. And the only way you can get to this space right now is from clicking on a video file, which I'm sure by the end of the beta we'll have some nice video marketing platform or videos. Two things. AI file analysis needs to be enabled and you need to enroll in the AI powered Video marketing beta. And the only way you can get to this space right now is from like clicking on a video to click on. Yeah, amazing stuff going on there. They've already added the ability to add edit chapters and get rid of chapters.

I'm like overwhelmed with today already, to be honest with you.

Deep breaths, everybody. Edit email conversation history in help desk and inbox. Seen this one a few times. What is it? Your file, which I'm sure by the end of the beta we'll have. The history of an email conversation is now visible and editable. When composing a reply in help desk or inbox.

Why does it matter? When forwarding an ongoing conversation to a co worker, you may want to edit.

Out some nice, you know, video marketing platform or videos.

Irrelevant, sensitive information to make the thread easier to follow for teammates to click on.

Yeah, amazing.

You may also prefer to answer customer inquiries in line with previous response in the conversation. Basically works more like an email thread.

Stuff going on there. They've already added the ability to add. Yep, Straightforward.

Just, just, just wait.

Edit chapters and get rid of chapters.

Read the next one.

I know it's gonna be harder.

I'm like, just move on.

I'm just gonna like. I'm.

I'm like overwhelmed with today already naturally.

Filtering out anything that has the word email in it. Like, it just. It's gonna be hard to get excited.

About, to be honest with you.

Deep breaths, everybody. Emails.

Oh, wait, the second one. Actually, the next one. Okay, sorry.

That's what I'm talking about.

I'm talking about the next edit. Email conversation history.

Next one. Just read the next one.

Yeah. This one. Or automatic email compression. I mean, they're all improved. This one is improved video clip transcript editing. What is it? Your video transcript and help desk and inbox. Seen this one a few times. What Is it Editing experience is now even easier to use with text to clip editing and a cleaner visual experience with fewer distractions you can now the history of an email conversation is now visible and editable when composing or either trim or select highlighted text as a clip or saving time when working with long videos. The permanent apply in Help Desk or.

Inbox why does it matter when forward.

Highlight in the transcript editor has been removed to create a cleaner visual experience. The clips tab will now be grayed.

Out being an ongoing conversation to a co worker you may want to edit.

Out if the full clip is selected.

To prevent confusion the solders these improvements help you create irrelevant sensitive information to make the thread easier to follow for teammates create professional video content faster. You can quickly repurpose longer videos into targeted clips for different marketing channels. You may also prefer to answer customer inquiries in Adapt a campaign adapt to campaign needs and maintain consistent messaging all with less editing friction so you can focus on line with previous response in the conversation. Basically work storytelling instead of technical hurdles.

They referenced that this was coming in the unboxing and boop.

More like an email thread. Like here it is like I don't know what to do today.

Yeah you need to get in use Yep straightforward this tool like all the lives that we're doing. Like I'm like yesterday when I could take two people with two different.

Just.

Just wait Video clips that were done that day. Yeah with no video editing experience. Not even read the next one. I know it's gonna be harder. That much HubSpot experience. Yeah and they can come in and trim stuff. I'll say a quick piece of feedback for the team if you're watching.

I'm like just move on.

I'm just gonna Like I mentioned we were having some issues with having trimmed something and then naturally filtering out anything that has the word email in it. The menu wouldn't stay up to like untrim it so you had to just like guess and select a spot and like it just it's gonna be hard to get excited about but that's why it's in beta and just unbelievable inside your portal for females.

Oh wait the second one.

Actually professional that you're probably already paying.

For the next one. Okay sorry.

That's for Content Pro.

I that's what I'm talking about.

I'm talking about the next I told Chris yesterday what is crazy to me is that I have starter subscriptions in my own portal. I actually just started paying recently. I've been using free for this one.

Just read the next one yeah, like years.

This one or autumn email compression.

I mean, content hub might be the first hub I bump up, which is crazy to me. And I'm kind of mad at this show.

Improved. This one is improved. Video clip transcript, right? Yeah.

Never in a million years would I have predicted that editing.

What is it? Your video transcript. I'm saying a lot folks, for sure. So much power.

I'm not gonna have. I'm not gonna have workflows, but I'm gonna have video editing. Like what is happening?

Yeah, come on team. That's what we need. Like editing experience is now even easier to use with text to clip editing. I gave it to the end buttonbound like we'll have it. And a cleaner visual. Especially when like yeah, build workflow. Okay, next one. Automatic email compression for improved deliverability.

I actually think this one's pretty good.

Yeah. Anything that happens automatically with emails like go for it. What is this? HubSpot now automatically compresses your marketing emails created in the drag and drop editor, reducing their file size while maintaining visual quality. This happens behind the scenes with zero additional work required from your team. Benefits of compressed emails include experience with fewer distractions. You can now either trim or select highlighted text as a clip, saving time when working with long videos. The permanent highlight in the transcript editor has been removed to create a cleaner visual exclude reduced impact of client clipping the ability to display more content in your email. The clips tab will now be grayed out if optimized deliverability of your send faster load times improving the recipient's experience if the full clip is selected to prevent confusion increasing the likelihood of engagement.

Why does this matter? Every marketing email has a size which affects how servers and inbox this matters. These improvements help you creaters handle its content. The size depends on the HTML code, tablets, tables, text links. In better professional video content faster you can quickly repurpose bid in email. Large emails are more likely to encounter problems during delivery and HTML emails that exceed 102 kilobytes are longer videos into targeted clips for different marketing channels at risk of clients like Gmail clipping your email size compression aims Adapt a campaign Adapt to campaigns to reduce the size of marketing email campaign needs and maintain consistent that are created using HubSpot's drag and drop editor helping eliminate the risks and allowing you to display more messaging all with less editing friction so you can focus on content in your email while improving deliverability.

So I like this.

I just want storytelling instead of technical hurdles.

I'm say one thing they reference because they're compressing it does not mean you immediately need to start to add more content to your email. This was coming in the unboxing and boom. I I know what they're trying to do there but I'm like hear it. Can it just still be valuable and simple? Maybe.

But yeah like I don't.

But yeah.

We talked about the new templates last week and know what to do today.

Yeah. You need to get it and use it.

And one thing that I find confusing.

As an email market tool like all.

The lives that we're marketer is that plain text emails perform better.

But also like like I'm.

We still like designed emails like it's.

It's like yesterday when I could take two.

It's a very confusing two people with.

Two different.

Part of being in the email market.

Video clips that were done that world. Yeah. Now that you say that Casey I'm sure this was a day.

Yeah.

With no video editing experience. Not even that much HubSpot experience.

Yeah.

And they can come in and trim stuff. I'll say prompted by like oh, all of our new templates. Quick piece of feedback for the team. If you're watching are running it.

They're getting clipped.

We were having some issues with having trimmed something and then the menu wouldn't stay up to like untrim it. So you had to just like guess about or solve for that. No. To George's point like then select a spot and have a purpose like yeah. And that should drive not but that's why it's in beta and just unbelievable inside your portal professional that you're probably already paying for content Pro the oh we can add more now. Let's add more. Like yeah. And by the way I everybody's saying.

That you own I told Chris yesterday what is crazy to me is that I have starter subscriptions in my own portal. I actually just started paying your email.

Channel like and then you get stuff.

Clipped and recently I've been using free.

For real scammed and all this stuff.

That Gmail like years content hub might be the first hub I bump up which is crazy to me and I'm kind of mad at this show.

Right.

Now as an outlook is doing maybe a little less reliance there.

All that being said though like hit that.

Yeah.

Never in a million years would I have predicted that.

Yeah.

Saying a lot folks for sure. So much power.

I'm not gonna have. I'm not gonna have worse beta but that beta.

Yeah indeed.

Like no flows but I'm gonna have video editing. Like what is happening?

Yeah. Come on.

Opting into that beta team.

That's what we need. Like, I gave it to the end the inbound. Like, we'll have it. Especially when like, yeah, build workflow. Okay, next one. Automatic email.

What's that there?

Seems like there's like, no male compression for improved deliverability.

I downside to opting into that beta, like, yeah, yeah. Don't actually think this one's pretty good.

Yeah.