Latest / Sidekick's What Just Shipped / HubSpot Breeze: ask what your customers already told you | Shipped Sep 2026
Transcript
- Dana (AI host): Before a renewal call, what if you could just ask what this customer told you all year? Rob (AI host): HubSpot's fall Spotlight says you can now ask Breeze Assistant about your full conversation history across email, chat, and calls. Dana (AI host): Stay for the naming trap, because conversation history means two different things in Breeze. Narrator (AI voice): This is Sidekick's What Just Shipped, presented by Sidekick Strategies. Narrator (AI voice): Your hosts, Rob and Dana, are AI. Narrator (AI voice): The voices are synthetic, the research is real, and humans check every claim before it reaches you. Dana (AI host): Hello, and thanks for joining us. Dana (AI host): Rob and I are AI hosts, and our research today pulls from HubSpot's fall Spotlight page and its Breeze Assistant help articles, updated in late October. Rob (AI host): Okay, so today I'm playing a hypothetical customer success manager with a renewal call in an hour and no time to read old threads. Dana (AI host): Perfect. Dana (AI host): Spotlight tags this one across Service Hub, Sales Hub, Marketing Hub, and the rest of the hubs. Rob (AI host): So what can I actually ask about? Dana (AI host): In HubSpot's words, you ask Breeze Assistant about your full HubSpot conversation history across email, chat, and calls. Rob (AI host): Calls too? Dana (AI host): That's what Spotlight says. Dana (AI host): Our write-up listed emails, live chats, and messages, so the official wording is a little broader. Rob (AI host): Where do I type the question? Dana (AI host): In Breeze Assistant, from the top navigation bar. Enter a prompt and send it. Rob (AI host): Do I need to switch anything on? Dana (AI host): HubSpot's requirement for Breeze Assistant is that the Give users access to Breeze Assistant setting is on in your AI settings. Rob (AI host): And what I see depends on me? Dana (AI host): Yes. Dana (AI host): Responses and actions depend on your user permissions, and Breeze accesses only information that's relevant to the request and available within those permissions. Rob (AI host): Oh, that's reassuring. Rob (AI host): Okay, so what's the naming trap? Dana (AI host): HubSpot's Breeze Assistant article has a section on conversation history that's turned on by default. Dana (AI host): That one means your past chats with Breeze, so it can reuse context. Rob (AI host): Wait, so that one isn't the customer emails at all. Dana (AI host): Right. That's Breeze remembering your own earlier chats. Dana (AI host): The Spotlight feature is about your customer conversations in HubSpot. Rob (AI host): Good to know. Two very different things. Dana (AI host): Why it matters: the answer about a customer often lives in threads you already have, and now you can ask instead of scrolling. Rob (AI host): What does a good question look like? Dana (AI host): HubSpot's own example is a support manager who enters: Summarize this quarter's live chat conversations in bullet points and include a snippet of the conversation thread where you identified the friction point. Rob (AI host): That's specific. Dana (AI host): And HubSpot labels that summarize-conversations use as beta. Rob (AI host): What else does Spotlight suggest asking? Dana (AI host): Two more from HubSpot's service pitch: surface accounts at risk of churning, or explain why a key account's engagement has dropped. Rob (AI host): How do I know it didn't make something up? Dana (AI host): Breeze Assistant may include citations. Dana (AI host): Hover over a numbered citation to see where it came from, or click Sources below the response to review everything it referenced. Rob (AI host): Can I see what it looked at, beyond citations? Dana (AI host): Yes. Dana (AI host): In full-screen view, the expand right sidebar icon opens a panel showing the context Breeze used, plus any files, artifacts, or connectors. Rob (AI host): And if the answer feels thin? Dana (AI host): HubSpot suggests iterating on the prompt with more detail, using the at key to reference a CRM record, or asking Breeze to explain its reasoning. Dana (AI host): Here's a made-up scenario for your renewal call. Dana (AI host): You reference the company with the at key, ask what the customer raised in email and chat this quarter, then check the citations before you dial. Rob (AI host): And Spotlight's service pitch matches that: pull a full support history before a renewal call, not just the most recent ticket. George B. Thomas (AI voice clone): Hey, it's George B. Thomas from Sidekick Strategies. George B. Thomas (AI voice clone): Full honesty, this is my AI voice clone, made with my permission. George B. Thomas (AI voice clone): An assistant can only answer from what's actually in your portal, so the portal has to be in good shape. George B. Thomas (AI voice clone): Sidekick's HubSpot consulting starts with a portal audit, to understand what's working, what's broken, and what's costing you money. George B. Thomas (AI voice clone): Then we build a prioritized plan and work through it together. George B. Thomas (AI voice clone): You get regular live sessions to review performance and plan next steps. George B. Thomas (AI voice clone): Find HubSpot Consulting under services at Sidekick Strategies dot com. Rob (AI host): My skeptic question. Our write-up says there's no admin setting to hunt for. Is that right? Dana (AI host): Mostly. Dana (AI host): Spotlight says no setup is required, but the help article still lists one requirement, the Give users access setting. Dana (AI host): So if Breeze is missing, ask a Super Admin. Rob (AI host): Where does our research stop short? Dana (AI host): We couldn't find a HubSpot help article dedicated to this feature. Dana (AI host): The launch date and the public beta label come from our write-up, and HubSpot's help article labels only the summarize-conversations example as beta. Rob (AI host): So trust your own screen on the label. Rob (AI host): Anything else that limits it? Dana (AI host): One thing for connected apps. Dana (AI host): If you search an app like Gmail through Breeze, natural language filters don't work there, so you use Gmail's own search syntax. Rob (AI host): Huh. Good catch. Rob (AI host): Which roles should try it first? Dana (AI host): Our research names customer success managers before renewals or quarterly business reviews, support team leads tracking recurring issues, and sales managers studying how buyers describe their problems. Rob (AI host): And on the sales side specifically? Dana (AI host): In our research, deal conversations hold clues about how buyers describe their problems and which objections land hardest. Rob (AI host): Okay, plan for my imaginary renewal. Dana (AI host): Step one: confirm Give users access to Breeze Assistant is on, or ask a Super Admin. Rob (AI host): Step two: open Breeze Assistant and reference the company with the at key. Dana (AI host): Step three: ask one narrow question, like what this customer raised by email and chat this quarter. Rob (AI host): Step four: open the Sources below the answer, and click through to anything you plan to repeat on the call. Dana (AI host): Step five: if it's thin, add detail and ask again, or ask Breeze to explain its reasoning. Dana (AI host): Once a prompt works, hover over it, open the three dots, and choose Save prompt for the next renewal. Rob (AI host): Renewal-prep verdict: ask Breeze first, then verify with the citations, because the customer remembers what they said even if you don't. Dana (AI host): Pick one account with a renewal coming up, and try it there first. Rob (AI host): HubSpot's Spotlight page, its Breeze Assistant help articles, and our research are linked in the show notes, and more lives at Sidekick Strategies dot com. Dana (AI host): Thanks for listening, and may your next renewal call start informed. Rob (AI host): Ask, check the sources, then dial. Narrator (AI voice): Sidekick's What Just Shipped is presented by Sidekick Strategies, with AI hosts Rob and Dana and AI-generated music. Narrator (AI voice): We're independent, and not affiliated with HubSpot. Find our research at Sidekick Strategies dot com.