| | Hello there. HubSpot's AI agents are colliding with old admin habits today: one can send email from a colleague's inbox, and another makes support look late before a human is even asked. Also: three new Growth Playbooks, a way out of the case studies shutdown and a hands-on Agent Builder session next week. In today’s newsletter, we’ll get into: - An admin reports that Prospecting Agent users can start outreach from another user's connected inbox, in that person's name, without their approval.
- A support team says Customer Agent chat time counts against the human first-response SLA, so tickets can arrive already overdue.
- HubSpot published three new Growth Playbooks on clean CRM data, end-to-end revenue and using AI to close deals faster.
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| | 📨 Prospecting Agent can send as someone else. A post in HubSpot Ideas warns that Prospecting Agent users can send from a colleague's inbox. Anyone with access to the agent can start outreach from another user's connected inbox and in that user's name, without the owner knowing or approving it. Until HubSpot changes this, it is worth checking who has agent access and whose inboxes are connected. ⏱️ Customer Agent chat time counts against human SLA targets. A team that just launched Customer Agent found the first response SLA timer starts when the chat opens, not when the AI hands over to a person. The AI's replies do not satisfy the goal, so a ticket can be overdue before anyone on the team is notified. They ask for a way to pause the SLA while the agent handles a chat, and for response goals that start at assignment. 🧾 Email scanners can split Help Desk threads. Some email security tools add a prefix to the Message-ID while scanning attachments, and when the customer replies, HubSpot opens a new Help Desk ticket instead of adding to the original one. The request asks HubSpot to match modified Message-IDs before creating a ticket. If you see duplicate tickets from customers behind such filters, this may be the cause. | |
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| | 📘 Three new Growth Playbooks are out. HubSpot posted a new set of step-by-step Growth Playbooks. One covers keeping CRM data clean with the data model, permissions and the data quality overview page; one follows revenue from deals and quotes through contracts, billing, payments and renewals; and one shows how to use the prospecting agent, Breeze Assistant and next-step recommendations to close deals faster. | |
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| | 🗂️ Life after the case studies tool. With the case studies tool being retired in a little over a month, one marketer explains why the automatic move to the blog falls short: no sortable portal page, broken URLs used in ads and backlinks, and case studies lost among hundreds of posts. A reply suggests a HubDB table with one row per case study feeding a dynamic page, so the listing can filter by industry or product. | |
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| | 🧩 Two new apps in the Marketplace. Awssome Deal Registration syncs HubSpot deals to AWS Partner Central automatically, which helps teams that co-sell with AWS. BlueConic also arrived, syncing HubSpot contacts with BlueConic profiles for personalization and CRM alignment. | |
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| | 🛠️ Hands-on with Agent Builder on Oct 29. HubSpot for Developers says its hands-on Agent Builder session runs on Oct 29 at 10 AM ET, promising a step-by-step walkthrough. If you plan to build custom agents, save a spot this 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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