Wake Up Customer Platform - Mar 31, 2026

[00:04] **Intro** Chris Carolan: 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 Carolan joined by my co-host George B. Thomas. George B. Thomas: Hmm. Chris Carolan: 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, March 31st, George B. George B. Thomas: Happy Tuesday. How hard was it to not say Casey uh in that intro. Chris Carolan: It was hard. I had to had to think about it for sure. George B. Thomas: We miss her. We miss her. I can't wait till she gets back. But doing good, brother. I'm excited to be here and uh talk about the plethora of things that will be able to do in Hubspot after these updates. Chris Carolan: Yeah, plethora meaning 13 updates today. Uh so we're going to dive right in. George B. Thomas: A couple I'll have to steal your screen because I only have 11 on my side. So we'll figure out what those are along the way. Chris Carolan: Indeed. Uh sometimes they they duplicate some on this page too. So we'll see what's what. Uh number one, auto capture website clicks. What is it? Auto capture automatically tracks clicks on buttons, links, menu items and other interactive elements across your website without any setup or coding. Once your Hubspot tracking code is installed, it captures 100% of visitor interactions and lets you promote the most valuable ones into verified events for use across hubspot tools. George B. Thomas: Oh, interesting. So why does this matter? Today's AI informed buyers arrive at your website more qualified and ready to convert, but you often miss critical interaction data that could improve your marketing, sales, and customer success efforts. Auto capture eliminates blind spots by capturing complete behavioral data from day one. So you'll never again wish you had been tracking a specific user interaction. This complete data enables better lead scoring, precise segmentation and smarter automation decisions. Why does this feel to me like it is a major update like in just the way, Chris Carolan: Come on. George B. Thomas: What what is what is happening right now? Chris Carolan: Uh this is massive. George B. Thomas: It's like Like of all the things that Hubspot's supposed to be doing for you. Like there once was a day where you had to pay for events in Enterprise. Then it came down to pro and now if I'm reading this right or understanding it's like, nah, we've decided now we're just going to take care of all of the events for you right off the gate. Chris Carolan: Well, this specifically says enterprise. George B. Thomas: Oh. Come on. Chris Carolan: Which makes sense given what they're doing here. Uh but give it time. I I'm betting it'll come down with the ability to capture and then decide to promote it to a verified event so that you can track it and not have everything just start overloading your system. Um Wow. This is a major update. George B. Thomas: It is it is huge. Chris Carolan: That's huge. Again, folks, running out of excuses to not know what the customer journey looks like. And then decide for it. George B. Thomas: Without a doubt. [07:53] **Connections Insights** Chris Carolan: Number two, connections insights. What is it? Connections Insights is a new tab in connected apps that provides a high level centralized view of how your apps are behaving across Hubspot. At a glance, it brings together global insights about app activity, automation involvement, disconnect history and API usage with links that guide you to the relevant areas of the platform for deeper investigation or action. George B. Thomas: Yeah, why does this matter? As accounts grow and more integrations are added, it becomes harder to understand overall app behavior without navigating across multiple tools and pages. So, connecting insights helps by giving you a single place to see what's happening across all apps. Making interactions or integration, sorry, behavior easier to understand at a high level, reducing time spent hunting for information across the platform and helping you know where to go next when something looks off by clearly surfacing signals and pointing you to the right areas of hubspot. Connect insights helps you move from awareness to action faster without overwhelming you with details. So good hubspot. So good. Chris Carolan: So good. Connection insights aggregates integration and signals across your account. I don't know how like every admin should just immediately jump into here. Like, uh you you've been asking for this for a long time. Visibility into integrations. Now we have it. Uh thank you Hubspot. [09:24] **Updated Customer Portal Powered by CMS** Chris Carolan: Number three, updated customer portal powered by CMS. What's changed? Uh added that customer portals activated on or after February 2nd, 2026 will be automatically migrated to the new CMS app experience. What is that experience? Hubspot's upgrading the customer portal to run on the CMS app giving you a faster and more seamless experience. This change was driven by a few factors including strong customer demand for more flexibility and control of their portal experience. This update will eventually unlock access to hubspot CMS capabilities all within a unified environment. It also enables additional use cases in the customer portal beyond ticketing. Along with the total redesign, you'll notice new features in the new version such as multiple conversations, viewing all conversation threads connected to a ticket in the portal. Sort and filter ticket ID and description. New design layouts including collapsible panels for ticket details and attachments as well as column resizing for clients in the portal. I love me some collapsible panels, George. Uh portals activating on February 2nd, 2026 or later for the first time will be auto migrated. George B. Thomas: Nice. And why does this matter? Moving to the CMS app platform gives us the speed, design flexibility and extensibility needed to create a quick, branded experience. It's an experience most customers are familiar with and can navigate much more easily. This new experience also lays the foundation for future cross hub customer journeys, enabling unified self service experiences that go beyond ticket management to include other use cases. I feel like I repeated some things you said, but that's why it matters ladies and gentlemen. Chris Carolan: Oh, I love these short how does it works too. So, uh navigate to the customer portal settings page to migrate. Migrating takes about 5 minutes to complete and carries over your theme editor design selections and ticket history. Please note that once migrated, we cannot revert your portal to the previous experience. Uh other thing to note, uh this update will eventually unlock access to Hubspot's CMS capabilities. So uh as you migrate, make sure you don't have expectations just yet that you'll have all of those uh functionalities out of the gate. But now we know that we'll we'll expect to be continuing to mention updates to this uh functionality throughout the next few months. [12:00] **Workflow CRM Property Data Restore** Chris Carolan: Workflow CRM property data restore. Uh what's changed? Updated to reference restore CRM properties and records as the underlying backup system instead of unified data backup and restore system, providing clear naming and alignment with the current platform terminology. No changes to functionality or access requirements. I've mentioned this one uh a couple times on the show already. So I'm going to continue on. Lots of data restorability now in Hubspot. Uh edit ticket automation messages within the redesigned email editor. What is it? Now you can use the full power of Hubspot's redesigned marketing email editor to edit and modify the design of your ticket received and ticket closed messages even if you do not have a paid subscription to marketing hub. Now you can easily add colors, images and logos to your email to create branded professional looking communications. George B. Thomas: Yeah, why does this matter? Because service hub starter professional enterprise users now has access to responsive design drag and drop modules, powerful branding controls. In other words, it means you can make stuff look better. That's why it matters. Chris Carolan: I'm hashtagging one hub. George B. Thomas: Better user experience. Chris Carolan: #onehub. Boy, I haven't said that for a while. Oh man. Uh Yeah, if you didn't know recently and maybe it'll show up later, but um yeah, they've made it possible to automate ticket messages uh without marketing hub. So make makes sense that now we can use uh marketing hub to help design some of those emails. Powerful change. [14:11] **Team Email Signature Updates** Chris Carolan: More personalization options for team email signatures, phase one of two is live. Uh what is it? This year we are revamping the creation experience for team email signatures including responding to your feedback about the need for more personalization options. Until now, this has been limited to agent first name, last name and full name. Now we have added your three most popular requests, individual email address, phone number and job title. This release is just the beginning in a subsequent release we will add support for even more user properties including custom properties. We will also revamp the signature creation and preview experience. George B. Thomas: Nice. By the way, we found one of the 13 uh or one of the two out of the 13 that I didn't have. This is one of them. Uh why does it matter? Customer support teams want to offer a personal human experience to their customer interactions. Well, yes we do. Yes we do. Chris Carolan: I'm pretty sure all all the teams want to do that, so Pretty sure. I'm pretty excited uh to man especially with custom properties of marketing get on that get on these signatures. George B. Thomas: Yeah. [15:33] **Sidebar in Gmail and Chrome** Chris Carolan: Um improved contact sidebar in Gmail. Uh what is it? An updated contact sidebar for the hubspot Gmail Chrome extension that now opens in the Chrome side panel instead of within the Gmail interface. You might be wondering why does it matter? Sales teams need quick access to contact information. Again, maybe more than sales but sales needs it too. While managing email workflows moving uh the sidebar to the Chrome side panel frees up valuable Gmail interface space while providing a more flexible, resizable view of contact details without disrupting your email workflow. Thanks Hubspot. We like our space. George B. Thomas: We do, especially in email. [16:33] **Whatsapp Templates Anytime** Chris Carolan: Send WhatsApp message templates anytime. What could that possibly mean? Well, it means agents can now send WhatsApp message templates at any time during an active conversation. Not just after the 24 hour session window has expired. George B. Thomas: Nice. And why does this matter? By the way, this is number two out of the 13. Uh ding ding ding ding, why does this matter? Even though WhatsApp templates are mainly for initiating outreach to customers, you should be able to send them anytime in a conversation if it's useful. Useful, ladies and gentlemen. Chris Carolan: Yep. Uh marketing hub pro marketing hub enterprise, service hub pro, service hub enterprise. Again, uh these uh uh uh for the customers on the other side, it's all WhatsApp. They're not thinking about is this marketing person, is this a service hub person, like it's another human being. Um we need to talk to them. Uh let's make it easy no matter when we have to do that. [17:43] **Breeze Update** Chris Carolan: Create calculation properties using Breeze. in private beta. What is it? You can now use Breeze to generate the formula for a calculated property using natural language instead of building it from scratch. With this release, Breeze can turn a plain language prompt into a calculated property formula. Generate formulas for custom equation time since time until in time between. George B. Thomas: You might want to hit that beta. I'm just saying, why does it matter? Calculated properties are powerful but building the formula can be intimidating. very true Hubspot. Or time consuming. Yep, especially for users who don't work with them every single day. In other words, mere mortal humans. Letting Breeze handle the heavy lifting lowers the barrier to using calculated properties, reduces mistakes in complex formulas and speeds up setup so admins can focus on what they want to measure, not how to write the expression. Very nice. Chris Carolan: Yep, I remember the days where I was do do stuff like that. And you have these other browser windows open to like like help you decode all the expressions and Yep. Yeah. Uh would love some help some Breeze from Breeze doing that. So definitely signing up for that beta. [19:11] **Record Page Update** Chris Carolan: Redesigned marketing event record page. What is it? The marketing events object now uses the standard CRM record page layout including notes, timeline and CRM cards. Oh, it's almost like it's growing up to the uh fully baked object. Why does it matter? You can now manage marketing events more efficiently and consistent with other CRM objects. This update addresses the frustration of missing standard record page functionalities, improving usability and adoption. You'll be able to log notes, tasks, and calls directly on event records, view a comprehensive event timeline, customize record page layout and display properties and associate campaigns easily. Again, I feel like I should pull out the megaphone, but I'm not going to. Uh because this feels pretty dang close to major to me. Chris Carolan: Yeah. Especially if you're using marketing events. Yeah, it's always been interesting that uh this has been managing one of the primary uh you know, motions of of campaigns and marketing strategy has been a challenge to manage in hubspot. Uh they're making it easy now. [20:41] **Prevent Non Service Users** Chris Carolan: Prevent non service users from sending from help desk email addresses. In public beta. What is it? Admins can now control who has access to help desk email addresses when sending one to one emails from a record page. Previously, any user could select a team email connected to help desk as their from address. Oopsy. Now only users with the service S access permission can do so. Why does this matter? Do I even need to go on? This prevents sales reps from accidentally sending sales emails from a support address. It also brings help desk, you know somebody has done that Chris by the way. It also brings help desk inline with how conversation inbox already works. Users only see from address options they have permissions to actually access. Yeah. You might want to check out that how that works uh ladies and gentlemen after this show. Chris Carolan: Yeah. Uh it's one of those moments where like admin gets excited that that user decided to start emailing from hubspot and they choosing the wrong address. Oopsy. [22:01] **Object Sync Update** Chris Carolan: Oh, multi object syncs to the CRM from data studio. What is it? Data Studio users can now target multiple objects and create associations between them as they sync data from their data sets to the CRM within data studio. George B. Thomas: Why does it matter? Well, multi object syncs allow you to more accurately sync your external data within data studio to the CRM including the ability to create associations between these objects. It also unlocks additional objects within sync to CRM that are dependent on an association to another object such as line items. Hey Chris, they made that for you I think. Just kidding. They made it for other people. Chris Carolan: Data Hub. So powerful. Get in there. If you got access to data hub like you got to check out data studio. Really powerful stuff. [22:59] **Contacts Sidebar In Outlook** Chris Carolan: Last on the list today improved contact sidebar in outlook. So not just for Gmail. We got outlook in here too. What is it? An updated contact sidebar interface for the Hubspot Sales add in in Outlook that provides the same contact insights and triggers in a modernized panel. Man. Holy. Okay. Why does it matter? This update makes contact details easier to review and manage without disrupting your existing outlook experience. Help you stay productive while accessing CRM data. They're just improving all sorts of email capabilities and stuff today. Chris Carolan: Yeah, I'm interested to understand what a modernized panel looks like inside of an outlook window. Without outlook. I'm not sure. Uh no shade outlook. No shade just not sure. George B. Thomas: Yeah. Chris Carolan: Just don't make me log in five times out of the day. Okay, people are being fired. George B. Thomas: Unnamed. Chris Carolan: Uh remember folks, you probably already own the solution you're looking for in Hubspot. Sometimes you just need to wake up to it. Join us tomorrow morning live at 7:30 a.m. Central or catch us anytime on Spotify or Apple Music. Drop your biggest takeaway in the comments and let us know what capabilities you want to wake up to next. Until then I'm Chris Carolan. George B. Thomas: And I'm George B. Thomas. Chris Carolan: And this has been wake up customer platform. Now go build something amazing. Have a great day everybody.