| | Hello there. HubSpot's community team published a hands-on playbook for Customer Agent, one admin found EU tracking rules switched off email tracking for their whole global team, and the Revenue Hub product team is opening an AMA later this month. A good Saturday to review how your AI handles the handoff. In today’s newsletter, we’ll get into: - HubSpot's Customer Agent guide covers knowledge sources, channels, live or async handoff and free testing before credits apply.
- A global team had to turn off email tracking for everyone after EU rules, because the setting cannot be split by region.
- The Revenue Hub team takes questions on quotes, contracts, billing and Revenue Agent from October 26 to 30.
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| | 🔗 Two new StackTie sync apps join the Marketplace. StackTie listed two apps in the HubSpot Marketplace on Friday. Zendesk Sync puts Zendesk tickets, with the full conversation, on the HubSpot company and its deals, so sales sees support history without a Zendesk seat. A matching monday.com Sync pushes HubSpot deals onto a monday board at a stage you choose and keeps them updated, custom properties included. | |
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| | 🤖 HubSpot's playbook for setting up Customer Agent. A HubSpot employee walked through Customer Agent setup step by step. Point it at knowledge base articles, pages and blogs, add your brand voice, then assign it to chat, email, Facebook or WhatsApp. Pick live, async or no handoff, and use the Reassign Tickets for Customer Agent Handoff workflow template. HubSpot says previews and tests use no credits, while live conversations each use credits. 🧭 AI only works as well as the guardrails you give it. A companion post from the same HubSpot team lists the gaps that trip up AI tools: train brand voice on writing that truly sounds like you, write agent guidelines a new hire could follow, define handoff triggers twice and agree on what a lead or a resolved ticket means. Brand voice does not update content that is already live, so check older pages. 📋 Ticket reports duplicating rows for each company? An admin asked how to report only the primary company on tickets with several associated companies, since each association adds a row. A community expert points to the first step of the custom report builder, where you can set that choice. The follow-up question, whether existing reports can be changed or must be rebuilt, is still open. | |
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| | 🇪🇺 EU rules switched off email tracking for a whole global team. A worldwide company says it had to disable email tracking for all users after rules in France and Italy, because the setting cannot be split by region. Only a small part of the team sells into those countries, yet everyone lost open tracking. A HubSpot team member replied and moved to DMs, but no public workaround has surfaced. Worth checking if you sell across Europe. 🧮 Is Revenue Hub enough, or do you still need a CPQ? After three Unbound 2026 sessions, a RevOps lead asked whether Revenue Hub can handle a tricky deal: usage-based pricing, a two-year discount, quarterly billing and add-ons matched to the renewal date. Replies say standard renewals work fine, but usage metering, co-terming and mid-contract changes push teams back to spreadsheets or custom middleware. One reader notes co-terming is now in beta. 🌐 Idea: AI enrichment in the account's own language. A HubSpot employee passed on a customer request to let data enrichment fill in company details in the account's language, or a choice of common languages, instead of English only. The customer's team does not speak English, so the enriched fields are of little use to them today. Add your vote if your portal works mainly in Spanish or another language. | |
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| | 📨 Idea: pick the Help Desk From address by property. A multi-entity fintech team wants workflows to set the reply address from a contact, company or ticket property. When a ticket starts in chat, a form or the wrong inbox, HubSpot falls back to the primary inbox, so agents must switch it by hand, which is a compliance risk across regulated entities. They also ask for an option to keep the email editor expanded so From and Subject stay visible. 📑 Idea: create contracts straight from a workflow. Contracts can only be created automatically when a quote is accepted, and one admin wants a workflow action instead, for example when a deal moves to closed won. For their business, the license starts when the product is delivered, not when the quote is signed, so the current trigger does not fit. Worth a vote if your contract start dates follow delivery. 🗂️ Merging two sales teams without losing forecast history. A sales ops lead plans to fold AEs and CEs into one team and asked what happens to past forecasts, goal attainment and earlier submissions once goals are re-imported under the new structure. A community manager suggests checking how the forecast tool handles past periods before changing anything. Useful reading before any end-of-year team reshuffle. | |
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| | 🎙️ Revenue Hub AMA runs October 26 to 30. HubSpot's Director of Product Marketing for Sales, Service and Revenue Hub is hosting an AMA on Revenue Hub with the product team. Ask about quotes and contracts, billing and payments, Revenue Agent for invoice follow-up and where Revenue Hub fits your current stack. Questions are answered October 26 to 30, and every question gets a reply by the end of that week. | |
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| | Three remote roles posted in the last two weeks, each linked to its own posting with the source named. Each posting is linked from the source named on its line, with the date it was posted. Check the details on the posting itself. | |
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