The new HubSpot updates of May 2024

Discover how adding beta features to your HubSpot account can take your business to the next level!

New product updates from HubSpot

With the start of May, it's time again for an update on the newest HubSpot Betas released over the past month. Curious what you can expect from these updates? I'm happy to give you a short explanation!

Updates in this blog:

• New top navigation in the marketing email editor
• AI-powered prospecting actions
• AI chatbot
  
• AI assistant to build workflow actions
  
• Audiences
• Embedded sequence automation
• Calling apps in Helpdesk
• User object available in workflows
• Brand new workspace for customer success
• Connect HubSpot tickets with Slack and sync replies
• Put incoming calls on hold
• Reorganised navigation and shortcuts in workflows
  

New top navigation in the marketing email editor

HubSpot has refreshed the navigation in the marketing email editor, to improve the accessibility and usability of certain tools and features.

AI-powered prospecting actions

HubSpot now has AI-powered prospecting actions, which create a prioritised workflow for a salesperson and also ensure that important signals or opportunities no longer go unnoticed or ignored, and that salespeople now know what to do to optimise pipeline building.

AI chatbot

HubSpot is doing a lot with AI this month, they also have an AI chatbot. It's designed to give personalised answers to website visitors on HubSpot customers' websites within minutes.

AI assistant to build workflow actions

This is the last HubSpot AI update of the month: it can take a lot of time to implement automation, which is a reason many entrepreneurs don't opt for it, even though they know it can ultimately bring efficiency gains. That's really a shame, isn't it? That's why HubSpot is here with an AI assistant that makes the automation process much simpler.

Audiences

HubSpot Audiences is a new feature that gives you better segmentation for your lead generation applications, allowing you to target the right user at the right moment precisely and consistently with the right content, increase your conversion rates and generate more qualified leads.

Why this matters

With Audiences, you're able for the first time to efficiently segment your entire audience, including anonymous visitors who often make up 98% of all your website traffic. Being able to efficiently segment and target anonymous visitors who show intent is crucial if you want to increase your conversion rates and create scalable, personalised website and advertising content for better content relevance.

Embedded sequence automation

HubSpot is adding a new 'Automate' tab to the Sequences tool, so HubSpot users can efficiently create and manage automated enrol and unenrol triggers directly from Sequences.

HubSpot currently offers two forms of automatic enrolment:

1. Within an individual sequence on the 'Automation' tab.
2. Within the workflows tool (only available for Sales/Service Hub Enterprise).

Although the workflows action is popular, the 'Automation' tab is hard to find, which means the possibilities get overlooked. HubSpot understands the demand for automated enrolments, especially from Pro HubSpot customers, and is tackling this challenge by making automated enrolments a core part of Sequences. This is the first step in a larger initiative to improve the embedding of automation capabilities in Sequences.

Calling apps in Helpdesk

With calling apps in HubSpot Helpdesk, you can connect your existing phone lines to HubSpot Helpdesk and route incoming calls to a group of representatives or teams. Incoming calls will simultaneously ring the selected users or teams and create a new ticket in the linked pipeline. This new calling connection is currently available with the Aircall calling app.

Why this matters

Helpdesk is a powerful new HubSpot workspace that bundles tools enabling customer service staff to resolve issues efficiently. This new feature update improves capabilities across multiple channels by introducing calling apps. By connecting your existing calling integration to Helpdesk, users can leverage the power of a workspace and access the following benefits:

• Incoming calls ring users and teams simultaneously, so they get connected to an available representative quickly.
• Notes and call recordings are tracked on ticket threads, for efficient context gathering.
• Users can make outbound calls from existing tickets and easily switch channels for a streamlined follow-up.

User object available in workflows

Workflows can now be configured based on the user. Customers will experience the same behaviour they're used to when building workflows based on users. 

Why this matters

As we move towards a world where users are full CRM objects, it's important to extend the feature beyond the Users and teams area. By enabling users as an object in workflows, admins can automate tasks such as setting user properties, notifying team members of changes to a user, and setting alerts for when a user's email or calendar accounts become disconnected. With the user object in workflows, admins can save time and streamline the process of setting up users, so they can spend their time elsewhere.

Brand new workspace for customer success

HubSpot has a brand new, dedicated workspace designed to help customer success managers grow their customer base and increase retention. This workspace reminds CSMs of their daily tasks, lets them create custom views of their key segments to prioritise touchpoints, and helps them monitor the activity of their key accounts. Now customer success managers in HubSpot can see all the information they need in one place.

Why this matters
Managers focused on customer success have no dedicated tools or home in HubSpot. Instead, they spend a lot of time hunting around for the information they need to do their job. The customer success workspace provides a dedicated home base and starting point for CSMs in HubSpot. The workspace keeps CSMs organised and focused, so they can meet the needs of more customers.

Connect HubSpot tickets with Slack and sync replies

Service teams can now connect their HubSpot helpdesk workspace to Slack to encourage collaborative ticket resolution. New features of HubSpot's Slack app include:

• Configuring which ticket types get sent to a linked Slack channel.
  
• Sending eligible new tickets to all linked channels.
  
• Syncing replies on Slack threads and ticket comments in HubSpot, including mentions.
  
• Enabling quick actions from the ticket in Slack, such as updating ticket properties.

Put incoming calls on hold

You can now put a caller on hold if you need to step away from a live call for a moment.

Reorganised navigation and shortcuts in workflows

The workflows tool in HubSpot is getting a new space-saving navigation bar and time-saving shortcuts. Settings and review are also being incorporated into the workflow builder for an all-in-one experience that helps you make decisions in the right context.