FEATURED HUBSPOT UPDATES
New and Improved Service Hub
The Help Desk workspace is reinvented to help you scale your teams without scaling costs. You can now manage your support and success in one centralized place, all while driving customer retention.
- GPT Powered Chatbot - Uses a human like tone to answer questions and close tickets automatically.
- Summarize conversations and recommend replies based on the ticket.
- New APIs (coming soon) so you can connect any channel directly into the Help Desk.
- Interactive Call Routing
- Customizable Knowledge Base
- Customer Success Workspace for Customer Success Managers
See what else is new in the Spring Spotlight!
AI Assistant for Building Workflow Actions
To add AI generated actions to your workflow, open the workflow editor and open the action panel. At the top, you'll see an option to use the AI assistant to create your actions. Note: In order to use the AI assistant, AI features must be enabled by a super admin in your portal. If this is currently disabled, share these instructions with your admin.
Example action prompts AI Assistant can help with:
- Wait 7 days, then send the "Welcome" email to the customer. Then, send a Slack notification to the account manager.
- Set marketing contact status to non-marketing contact and remove from "Leads" list
- Send an in-app notification with subject: "A new meeting has been booked" and create a task for the deal owner called "Prepare for meeting" due in 3 business days
Connect HubSpot Tickets to Slack & Sync Replies
You can now configure a connection between your help desk and Slack that comes with out-of-the-box notifications about new tickets (no need to create specific workflows for this) to specific channels, an embedded action to update the ticket from Slack, and the ability to sync ticket comments with Slack threads replies for better collaboration and better customer service.
Navigate to Help Desk settings in HubSpot or to the Slack integration settings page. From there, you will see a section titled "Sync Help Desk tickets to Slack." You can connect Slack channels and specify which tickets you'd like sent to your Slack channels based on Pipeline, Priority, Originating Channel Type, and/or HubSpot Team.
LinkedIn CRM Sync Integration
LinkedIn CRM Sync is a two-way integration between HubSpot and LinkedIn that supercharges the LinkedIn Sales Navigator and LinkedIn Ads experience. Visit the KB for the setup guide.
LinkedIn CRM Sync Integration Features:
- Automatically log LinkedIn Activities
- Transform your Book of Business
- Keep your HubSpot data up to date
- Measure and boost your ROI
Sales Navigator Integration Features:
- Send InMail directly from the contact record while finding other leads from the same company.
- Receive recommended leads and connections on your HubSpot company records.
- Use your target buyer's profile to discover hidden allies directly within your CRM (Advanced Plus users only).
Gauge Comparisons
Gauges in the Custom Report Builder can now use "Compare by" to enable over time comparisons. Add a date based property and select from preset comparisons or create a custom one. Gauges are great for providing a quick, visual summary of performance against a predefined goal or benchmark.
- Select a Gauge visual in the Custom Report Builder.
- Drag a date property into the "Compare by" section to add a time based comparison.
- Pick from standard Filter periods or create a custom date comparison.
Edit Open Invoices
Users can now edit invoices that are in "open" status (aka "finalized"). Previously, when an invoice was open it could not be edited. If the invoice needed to be updated, the user would need to first void the existing invoice, and then create a new invoice. Super admins can enable/disable editing of open invoices within invoice Settings > "Allow editing of open invoices."
Examples of when a merchant would edit an open invoice include:
- Correcting errors (e.g., mistyping an address)
- Adding line items, updating quantities, changing pricing (e.g., if their customer changes their order)
- Adding a PO number
Super admins can enable/disable editing of open invoices. To edit an open invoice, select the invoice, then click Actions > Edit. Please note: An invoice cannot be edited if there has been a payment made on it.
