Here’s a summary of HubSpot’s recent product updates!
① Service Hub has been enhanced with various new features
1-1 You can now access the Inbox from the HubSpot mobile app
Available to: All users
Knowledge Base: Using conversations on the HubSpot mobile app
Open the mobile app > [More] > [Communication]
Available on both iOS and Android.
1-2 You can set up custom views in the Inbox
Available to: Marketing Hub Professional and above, Sales Hub Professional and above, Service Hub Professional and above
Knowledge Base: Organize conversations into custom views in the Inbox
[Communication] > [Inbox] > [Actions] > [Create View]
Custom views are now available in the Inbox. You can filter conversations by priority, save the view, and easily access it anytime.
You can save up to 50 custom views.
1-3 Customer Portal
Available to: Service Hub Professional and above
Please see the following resources for more details:
Community Article: 【New Feature】Introduction to the Customer Portal
Knowledge Base: Setting up a Customer Portal
1-4 Channel switching is now available in the Inbox
Available to: All users
Channel switching refers to the ability to continue a conversation that started in live chat or Facebook Messenger by switching it to email.
For example, if a customer leaves a chat midway through a conversation, you can switch the channel from chat to email to continue sending messages. When switching to email, the customer receives a transcript containing both the chat and email exchanges.
Knowledge Base: Switching from chat to email to continue conversations
1-5 You can collect feedback within the chat widget
Available to: Service Hub Professional and above
The public beta feature introduced in the February Product Update Summary is now officially released.
1-6 You can set SLA rules in the Inbox
Available to: Service Hub Professional and above
Please see the following resources for more details:
Community Article: 【New Feature】You can now set SLA rules in shared inboxes
Knowledge Base: Setting SLAs in the Inbox
1-7 Custom Surveys
Available to: Service Hub Professional and above
The public beta feature introduced in the February Product Update Summary is now officially released.
Knowledge Base: Creating a custom survey
② Quote-based workflows are now available
Available to: Sales Hub Professional and above
[Workflows] > [Quote-based]
Knowledge Base: Setting your workflow enrollment triggers
③ Ticket management in the Inbox has been enhanced
Available to: All users
You can now change ticket status and pipeline directly within the Inbox. There is no need to open the ticket record separately.
Additionally, the integration between conversations and tickets in the Inbox has been strengthened. Closing a ticket will also close the conversation, and deleting a ticket will delete the conversation. (It is also possible to close only the conversation while keeping the ticket open.)
③ GET requests can now be used in workflow webhook actions
Available to: Operations Hub Professional and above
[Workflows] > [Send Webhook] > [Method]
Knowledge Base: Using webhooks with HubSpot workflows
④ Association labels can now be used in the Custom Report Builder (Public Beta)
Available to: Professional and above for all Hubs
[Reports] > [Custom Report Builder] > [Customize Associations]
⑤ Important changes to email settings will now be recorded in Account Activity
Available to: All users
[
] > [Account Defaults] > [Security] > [Export Security Activity History]
The following changes are logged, and Super Administrators can export the logs:
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History of enabling/disabling “Allow all users to track emails and see when recipients open and click emails”
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History of enabling/disabling “Allow logging of email attachments”
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History of updates to the “Do Not Log” list