Time to cha about HUbSpot Customer Platform updates! 9/19/25

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Good morning Hu it's time to W up custom platform with your unofficial hut update morning show where we help you discover the platform value. I'm Casey and Jo G. Thomas we are here every day morning to make sure you're not sleeping on your abilities. Join live up in the comments and let us know what building in HubSpot today. Happy Friday September 19th go over in.

The UK yesterday yesterday for the adoption hug and basically talking about what tools can come out of inbound what it's work best for teams focus on hub adoption. That was fun because one of the things I'm most excited to come out inbound are I feel like a lot of company like two categories first is making people's jobs easier A lot of the agents I keep talking about the call follow up that's like the clearest example if your team isn't putting caller agent them out of the box if they put will write their opinions for them much advantageous for someone to be using whereas previously it may not have.

I'm guessing this was a virtual plate because otherwise curious listeners watching out there today.

Yeah no it's like stuff what the air bucket that's not well the data.

Says the gate hub but need all data in the hospital and then us who care about data and stuff like that can do what we like to do which is synthesize the data to give everyone more information and find better customers. The nerd has had a bit of like comeback. It's not as scary. It's not me and her anymore no.

Yes so step one Gatorade Step two thanks for giving us the tools to do the steps that they want us to do. We'll dive in here today though quick excited to unbox AI powered CPQ from the product manager of CPQ and a good friend do us who've been CPU content for a while excited about these this new set of features and we'll get into the first unboxing of a number of things number of moments with CQ because CPQ happens to be one of the most complex features of any today we've got half plane at 3 Eastern 2 Central on streamlabs to those so look forward to doing questions today related to all these updates that we put behind on and if you have the questions first case scenario jump into the red mo and remember rule for people don't care much about updates. They're just trying to get their job done. Send out emails and first up bay personalization tokens in email templates not support fallback values private beta what is it? Fallback values for personalization tokens and email templates ensure your message is remain professional when contact, company or deal information is missing.

Why does it matter? You now avoid common issues caused by missing Token values formatting e.g. high based comma failures enforce the experience sideline public values personalization tokens, your disarray and daytime unnameable fixes.

Still have a mari side many board templates to see how this is different from default value, but I get all the killer things in the high space, yeah. Next one up today Ticket reopening management in help desk this is in public beta. What is it? Ticket reopening management is new workflows powered solution that allows users to control if, when and how tickets will win based on new replies. Closed tickets not you eat it so.

There'S that thank you.

I mean you have a journey at east.

Why does this matter? Once their customer may be back out for reasons to say thank you or to prevent the clue ticket from reopening or why did and user check help 5 minutes to 8 predictions take 3 event causing issues for reporting and overall efficiency and organization and more to reinvention more close the automated solution that allows them to proactively manage their process for new and closed tickets and make it easier for to respond, prioritize and stay organized. Ultimate supporting process is to allow customers to reopen support tickets with necessary window time. After the window is closed, for example three days. If a customer shots any later than that, a new ticket should be created. This update makes that process possible.

Nice lots of templates or if you haven't seen all template options in workflows, that's where you'll find this one and lots more information in that update. But created serves yeah flexible CRM views public data all right, I'm gonna come back to one of the most impactful updates. Also one of the sneaky ones. Yes, the cool thing that I want to mention. Grab the following features real quick. Do this in the right order. Yeah, what is it? We're enhancing the index page experience to make it simpler, more intuitive, more powerful so you can move faster. Focus on better make better decisions with ease. Check out this loom for a full walkthrough. I wonder if that loom is about to show all these updates. If you're not sure what the index is whenever you go, click in the list of contacts, accounts, deals that that page is the index page. Here are all the updates since they first told us what it was. Gantt Chart view. You heard ant chart view in the hotspot provide visual timeline of your records and associate tasks, helping you see progress over time. Custom allows you to group CRM records any properties such as build, owner, take priority or custom fields. CRM metrics on company contact and pages Customizable data well that thing at top of the list that has the highlight data points in it to display information most relevant to calendar view gives you a realized snapshot of your CRM data organized visually and not much here. They also have shown a map view every now and then related to the company records specifically. So if you're interested, be sure to come over to this.

Matters because you can focus on what matters most, whether you're used on a 5.

Very cool update yes, visualization of your data across different ways. People like to see data beyond just columns and lists. That's the real impact here of J that have taken us outside HubSpot in the past. Now we can get all Very cool Restore property edits for bulk changes what is it? Restore property allows users to revert property changes caused by an action. Historical user had exp history and reit data when on changes occurred, but now you can build or revert without ever leaving the ui.

It doesn't matter. In order to protect customer data you require the el property values to a previous state. Mistakes may occur when input and workflow actions and historically they're changes with their history of the beam challenging located that point of change leading to prolonged downtime and efficient these in dimagnet I'm very good at this.

Yeah if you have hit the button on that one you might want to.

Do that if you have any of enterprise levels of bot because that's yeah Closing Agent Public Beta what is this? Closing Agent is your AI powered sales assistant that provide instant responses to buyer questions 147 is chained on your content, files, URLs and articles and identifies when human expertise is needed. Notify you in app via email or through slack and teams matter.

Answering buyers routine questions about racing terms and product details takes hours time could be building relationships closing deals answers including agent handles these questions so you can focus on what human insights your team gets instantly and you can jump in live to prevent.

Best practices list here. This feature does not yet consume credits. There's a cause agent interaction that you can you cannot link just add in. Please implement this one care and to hit with your sales team as you can do something that they like viewing which is closing closing deals. Most of the people I know would suggest that whenever there are questions about turns around they build relationships so Just be careful when you're working with that team to make work enroll workflow permission is every user within permissions permissions crypto fusilli security capability Today workflow app has three basic permissions that user can have view this and delete with this launch Edin will now have access to more granular workflow permission Specifically where editing enroll.

Permission what does this matter? Users with the new enrollment are able to manual workflow this includes bulk enrolling after editing a trigger or enabled workflow open rolling record after training on workflow enrolling recruitment from contact list enrolling a record from enrolling workflow CRM card enrolling a record from a workflow itself as long as they view permission.

What'S nice is this aligns with something I talked a long time like not everything has to be automatical I like the building some workflows that are basically like someone grab and use so this helps even your ability to do the even more if you will.

Anybody that has access workflows AI referrals in website graphic analytics what is it? A new traffic source classification in website graphic analytics arriving via AI platforms like ChatGPT, Cloud and Plexi and they click on stated sources. This feature automatically detects known AI platform domain or them as their own source category in reporting.

This matters because traffic around AI platforms is currently under other websites making it impossible to monitor AI impact only generation. By clearly identifying AI traffic, you can better understand how these emerging platforms contribute awareness, engagement, conversions. And if you're thinking that you are trag to the platform, you need to add this.

Yeah, the the fun thing is like you give you a variant over a certain amount of time new sessions plus C4 new sessions Gemini one so you can literally again think about being like Historically it's not everything about exchanging like if they're coming to those sessions, what's the bounce rate? Where are they actually coming? Like so dig into what is happening around these things. It's not the place for some new strategies.

Ladies and gentlemen, this afternoon is the difference between Google and Gemini and if we see that and if they have search what does that look like? And can you tell the difference? Because that's a very experience on the other side which I would imagine still comes over as Google search traffic. I would love to learn more there search for workflow triggers by assets what is it? Or anyone knows workflows. The fear covers farms, lists, emails and properties.

It doesn't matter. The fear helps you could be find a trigger option for you if you assets reduce time searching amongst all different triggers equal their trigger happens more efficiently. For example, if you want to automate a flow after a webinar submitted, simply search for your winner form to see all related trigger sense.

Use Custom D templates in Remix but is you've now select any of your email templates when creating content in Content Remix without having to make any changes to your template code.

Why it didn't matter previously using email template was not available Content Remix as our default template with only one available now any email template you've created using Dr. Editor is available to select Content Remix. Legacy Design Manager templates are not sorted at this time.

If you have Constant Hub, please use it is amazing Availability Status Selector to set temporary away status what is it? We're pleased to introduce and Wait Timer oh a new enhancement to the Availability Status selector in Help Desk Workspace service users can ask themselves to away for a specific iteration after which to automatically return to available. This reduces the risk of being unavailable unintentionally and gives users greater control during short breaks.

Matter support teams often operate in fast paced environments where roof pauses, scheduled or ad hoc are necessary. However, it's easy to get to manually return to available after a short step away. New wait timer ensures users are confidently can confidently take time based breaks have.

To use the bathroom oh my God.

Well it seems like it possible to fit your way just like now you can.

Different vibes that's good. Yeah Serial the way timer is fully integrated in service reporting including summary tab, analyze tab and service analytics so you can count as standard OA time user ability reporting, check manual status overrides and automatic transitions and support visibility and time value selected and system behavior. Yes all visibility that every minute or months maybe a little more than the users want 2 more use I'm just kidding 1 mark landing pages clone AI this is one of those updates that I've been watching chat haven't made time to do it. What is it? When cloning a landing page you can now choose to generate content for the new page using AI as now we.

Know that many markers offer clone functionality when creating content to easy to start with a template. We want to make it easier to make high quality content by offering a quick starting point way.

So I'm I'm seeing one that we haven't covered. We talked about a person being not bigger iOS only yet, but anytime. Well so it's basically in person meme ticker's name. I don't know if you want to search all to see if you have it, but it was the last updated Yesterday we'll see if you yeah I remember talking about this one but maybe we hit like the last one that's interesting to me.

What is it the interesting note taker being the power of AI the face to face sales conversation maybe and other interesting conversations you might be having Always selling or mobile app can now capture real time V transcriptions through the old app automatically generate summaries email them to all participants to concerns meeting after automatically deleted when summarization is complete oh no Manual admin after an in person meeting Interesting.

Why does it matter for field reps in person meetings are norm and while the interactions are critical for building pipeline closing deals they often lock the digital paper shell managing all tasks discussion means this teacher brace a gap naming post conversation with HubSpot AI handling heavy admin ling post meetings I think so much is starting at the top so much of mean data is really valuable but sort of to vote for people to get inside of HubSpot it means that everyone uses HubSpot I'm saying a lot of that information and the amount of time I've gotten access to a call this changes everything we ever marketed and this feeling yeah I probably selectively remembered.

An Android user and I've tried being available for fan paint. I love the hedging we are at the end here because the whole idea of I'm recording you but I still worry about privacy like I recorded the data that just occurs away jumped and if you're recorded it's going into the system but what's this here no recordings are stored only the transcription remains which helps reduce privacy concerns. Alternatively, if customers prefer not to have their meeting captured web can still use this tool's AI power voice text capability. After the meeting up can then they speak their thoughts and notes and the AI will organize and summarize them before locking information. That is a wonderful secondary option that I think a real challenge is training teams how to leverage this part so powerful and ended up using space into the other place Great powerful stuff the apps with the app the calendar views and the mapping view that are coming out like the mobile rep situation is a field service app situation getting a lot very quickly for perhaps reminder unboxing in an hour and a half central at the hour at 10:30 Central today if you want to try and keep up with HubSpot because remember folks, you probably already own the solution you're looking for and maybe the AI frills and what's that traffic analytics. Sometimes you just need to hook up to it. Join us Monday morning live at 7 Bulk anytime on Spotify and Music Shop. Your mistake in the comments and let us know what capabilities you want to be next. Until then, I'm A.K.

Hawkins.

And I'm George Thomas and go something amazing. Society for Christ.

You just need to rely make up for my phone and watch my business the platform waiting for you what your system can do.