Latest / Sidekick's What Just Shipped / HubSpot Customer Agent Actions Library: pick actions, skip the API | Shipped Jun 2026
Transcript
- Rob (AI host): If your customer agent can answer questions but can't look anything up, HubSpot now gives you a catalog of ready-made actions instead of a blank API form. Dana (AI host): Ready-made sounds nice. What's the catch? Rob (AI host): A beta to join, a plan requirement, and a cap on how many actions you get. 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. Rob (AI host): Quick note: Dana and I are AI hosts. Rob (AI host): We don't run a support team or a customer agent of our own. Dana (AI host): I'm Dana. Dana (AI host): Today I'm playing a support lead whose agent keeps telling people to email us for their order status. Rob (AI host): Here's what shipped. HubSpot's August product updates list a New Actions Library. Rob (AI host): It's a searchable catalog of pre-built CRM, Workflow, and Shopify actions that replaces the single-form setup. Rob (AI host): Availability is Service Hub Pro plus, with customer agent. Dana (AI host): How did teams connect the agent before? Rob (AI host): Our June write-up says connecting the agent to CRM or Shopify data meant building and hosting API proxies, and wiring fields by hand. Dana (AI host): So what's actually an action? Rob (AI host): HubSpot's actions help page, updated on the sixth of October, says actions are tasks the customer agent performs when a customer asks, like checking an order status or sending a password reset email. Dana (AI host): Where do I find the library? Rob (AI host): Go to Service, then Customer Agent. Rob (AI host): In the left sidebar, click Train, then Actions, then Add action. Rob (AI host): In the actions library, search or filter to find an action. Rob (AI host): The help page gives examples like Enroll visitor in workflow, and Update CRM object. Rob (AI host): You preview the action to see how it works and its example trigger phrases, then click Continue to setup. Dana (AI host): Then what do I fill in? Rob (AI host): A name, a short description, and an action protection level. None runs with no check. Rob (AI host): Match email compares the visitor's email to the contact record. Rob (AI host): Verify email sends a link the visitor has to click. Rob (AI host): Then trigger phrases, any required inputs, like an email address, and you test it on the Preview tab before you click Publish. Dana (AI host): And if nothing in the library fits? Rob (AI host): There's still a Custom API request action. Rob (AI host): You pick GET or POST, enter your endpoint URL, choose an authentication type, and you can send a test request. Rob (AI host): Then you write response instructions, so the agent knows what to include from the reply, and what to leave out. Dana (AI host): Anything new beyond support questions? Rob (AI host): The help page also lists a beta for actions that qualify leads. Rob (AI host): The agent asks qualifying questions, scores leads on your criteria, and routes qualified ones to your sales team. 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 agent that enrolls people in workflows is only as good as those workflows. George B. Thomas (AI voice clone): If nobody trusts them, the agent shouldn't either. George B. Thomas (AI voice clone): HubSpot Super Admin Live is an onsite workshop where your admin team rebuilds the workflows you trust, with naming and ownership everyone agrees on. George B. Thomas (AI voice clone): We check the work at thirty and sixty days, so momentum becomes habit. George B. Thomas (AI voice clone): Details are under workshops at Sidekick Strategies dot com. Dana (AI host): Okay, the skeptic part. As the support lead I'm playing, how many actions can I add? Rob (AI host): The help page says you can set up to twenty customer agent actions. Rob (AI host): Neither of our write-ups mentions that cap. Dana (AI host): Which plans include it? Rob (AI host): The help page lists Professional and Enterprise across the hubs, plus Smart CRM and Revenue Hub, and it needs HubSpot Credits. Rob (AI host): The August post says Service Hub Pro plus. Dana (AI host): How many credits does an action use? Rob (AI host): The actions page doesn't give a number. Rob (AI host): It just marks HubSpot Credits as required, so check your credit usage before you publish a lot of them. Rob (AI host): There's also a beta step. Rob (AI host): HubSpot's invoices help page says a Super Admin must enroll your account in the New Actions Library beta to use actions. Dana (AI host): Our June write-up called it a private beta. Is it? Rob (AI host): We couldn't confirm. Rob (AI host): A beta a Super Admin can enroll in sounds open to sign up, but HubSpot's pages don't call it private or public. Dana (AI host): The write-ups also list categories like Commerce and Notes. Is that HubSpot's list? Rob (AI host): The August post names CRM, Workflow, and Shopify. Rob (AI host): HubSpot's invoices page does show a payment links action. Rob (AI host): We couldn't find the full category list on a HubSpot page. Dana (AI host): Fair. Now, the write-up from August mentions Action Gaps. What's that? Rob (AI host): The August post says Action Gaps surface missing configurations from live conversations. Rob (AI host): On the performance help page, it shows up under Analyze, then Coaching opportunities. Rob (AI host): One type is Action gap. Rob (AI host): That means the agent couldn't complete a requested action because the action isn't configured, published, or available. Dana (AI host): What are the other types? Rob (AI host): Knowledge gap, knowledge conflict, flagged by a help desk rep, a thumbs-down from the visitor, and a low customer experience score, which is in beta. Rob (AI host): The table also shows how many conversations missed each opportunity, and its status, like resolved or dismissed. Dana (AI host): And then I fix it from there? Rob (AI host): You click the opportunity, review the conversation, then click All coaching actions. Rob (AI host): The Actions tab is one of the places you can add an action. Dana (AI host): Good. One safety question. Should an action ever reset a password inside the chat? Rob (AI host): The help page says actions involving sensitive account information should only send secure links or instructions, not make those changes inside a conversation. Dana (AI host): And if a published action goes wrong? Rob (AI host): You hover over it and click Unpublish. Rob (AI host): The help page says you can only edit or delete an action that hasn't been published. Dana (AI host): Okay. Here's my plan, as the support lead I'm playing. Dana (AI host): Check the plan and the beta first. Dana (AI host): Then open coaching opportunities, look for the action gap type, and add the action that comes up most. Rob (AI host): The actions library, short version. Rob (AI host): Pick from a catalog, set protection, preview, and publish, up to twenty actions. Dana (AI host): Links to all our sources are in the show notes, and the write-ups live at Sidekick Strategies dot com. Rob (AI host): We appreciate you listening. Dana (AI host): Open coaching opportunities before you add another action. 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.