May 12, 2025 HubSpot Updates - Custom Brand Voice for Customer Agents

  • 30 min

May 12, 2025 HubSpot Updates - Custom Brand Voice for Customer Agents

Wake Up! Customer Platform - The Unofficial HubSpot Updates Morning Show

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HubSpot Platform Updates: AI Enhancements and New Features

Explore the latest HubSpot updates, including AI-powered workflow descriptions, enhanced data enrichment controls, and new design options for the Elevate theme.

Platform Updates Detailed

AI-Powered Workflow Descriptions

HubSpot has introduced AI-driven enhancements to streamline workflow management. Customers managing portals with numerous workflows or multiple workflow creators often face challenges with oversight and auditing due to the lack of clear workflow descriptions. The current AI assistant supports adding descriptions one workflow at a time, which can become a bottleneck. To address this, HubSpot now offers AI-powered backfilling for all existing workflows and auto-generates descriptions for any newly created workflows lacking them. This ensures consistent and efficient workflow management without additional effort.

Enhanced Data Enrichment Controls

New updates to data enrichment settings provide users with more control over credit usage and simplify settings management. Users can now:

• Pause automatic enrichment when the portal hits its monthly credit limit.
• Use continuous enrichment on all credit plans, including the 100 credit plan.
• Manage manual enrichment entirely through user permissions.

These changes are rolling out automatically to all portals using the enrichment feature, aiming to give users proactive management tools and reduce surprises.

New Design Options in the Elevate Theme

HubSpot's Elevate theme has been updated with 13 new landing page sections, offering more design options to create compelling conversion-focused pages. This update provides flexibility to create engaging landing pages without the need for custom development. The Elevate theme, which is React-based instead of Hubble-based, supports more interactive experiences and diverse page layouts that align with brand vision and enhance visitor conversion rates.

Additional Automation Features for Marketing and Sales

New events have been added to the "wait until activity" action in Journey Automation to bridge the gap between marketing and sales. These events include:

• Meetings booked and meeting outcome changed.
• Email sent and email delivered.
• Sales documents shared and sales document viewed.

These updates facilitate a seamless handoff of qualified leads to sales teams, ensuring relevant experiences for contacts based on their engagement with various assets across sales and marketing channels.

Integrating Brand Voice with Customer Agents

HubSpot now allows users to configure customer agents to use existing brand voices set up in HubSpot. This update ensures that the AI-powered customer agent mirrors the tone, style, and personality of the brand, creating a consistent and trustworthy customer experience. This option is available only if the brand voice has been set up in HubSpot.

Advanced SMS Error Reporting

New SMS error reporting charts provide detailed insights into why messages fail to send or deliver. Users can access comprehensive breakdowns of error types and volumes in SMS analytics and on individual message pages. This feature empowers marketers to optimize their SMS strategy based on actual delivery data, ensuring better visibility and improved deliverability.

Community Discussions and Ecosystem Insights

During the discussion, the hosts mentioned the significance of the Shopify integration update, scheduled for May 15th. The new integration moves from deals to orders, enhancing reporting and CRM card functionalities. Users are encouraged to stay proactive and reach out to HubSpot support if they encounter any issues.

Additionally, the hosts highlighted the importance of attending upcoming events and sessions, such as the Service Hub session focused on scaling support with AI. This session will cover how Customer Agent automatically resolves routine inquiries and identifies gaps in documentation.

Key Takeaways and Next Steps

These updates illustrate HubSpot's commitment to enhancing user experience and efficiency through AI-driven solutions and enriched data management. Key takeaways include:

• AI-powered workflow descriptions for better management.
• More control over data enrichment settings.
• Expanded design options in the Elevate theme.
• Enhanced automation features bridging marketing and sales.
• Consistent brand voice integration with customer agents.
• Improved SMS error reporting for optimized strategies.

Users are encouraged to explore these new features, join relevant beta programs, and attend upcoming sessions to maximize the benefits of these updates. As always, staying engaged with the HubSpot community and support resources will ensure a smooth transition and effective implementation of these enhancements.