What I’ve understood after sime testing of the Breeze Copilot is that when I enable “Give users access to generative AI tools and features,” I also have to enable access to CRM data, Conversation data, and File data—otherwise, Copilot can’t even answer basic questions.
I have talk to the support on HubSpot and that was the answer I get back, you have to toggel on all , CRM data, Conversation data, and File data.
That connot be correct, or ?
I’ve tried asking Copilot simple questions that clearly don’t require access to conversation data or file data, but I keep getting the same message:
“I’m unable to access this data due to current AI access control settings. Please contact your administrator for more details.”
I currently have CRM data access enabled, which should be enough for Copilot to answer questions like: “How many deals did we close as won today?”
That question is strictly CRM-related and shouldn’t depend on conversation or file data access.
You’re right to question this. If you’re only asking CRM-specific questions like “How many deals were closed today?”, then only CRM data access should be needed for Breeze Copilot to work. You shouldn’t have to turn on access to Conversations or Files just to get those answers.
This kind of issue has come up before; it could be a bug or the system not saving your AI access settings properly.
A couple of things to try:
Go to Settings > Account Defaults > AI Access Controls, toggle CRM data access off and then back on, and hit save again. Sometimes that re-triggers the permission sync.
Also, double-check that “Give users access to generative AI tools and features” is on.
Try accessing Copilot in a private/incognito browser window in case it’s a caching issue.
If it’s still not working, I’d recommend opening a ticket with HubSpot Support and referencing this as a known issue. You’re not the only one seeing it.
Thanks for the update. It’s unfortunate that support doesn’t have any information about this, when you contact them, but now I have a open ticket and whating for answer.
Your suggestions didn’t help—in fact, when I toggled Copilot off and on again, the symbol disappeared completely.
Thanks for the update, sorry to hear the suggestions didn’t help, and even more frustrating that toggling Copilot off and on made the icon disappear entirely.
It’s not ideal that support didn’t have clear answers right away, but I’m glad you’ve got a ticket open now. Hopefully, that moves things forward.
I’m tagging here @DianaGomez, @kvlschaefer, @PamCotton, and @lalexander, community managers who might be able to flag this internally and help escalate it on your behalf.
Let’s get this sorted soon!
I also agree on the options not being related to the question asked Copilot, however, when checking this case with the internal team of developers they mentioned that when these options aren’t selected HubSpot had limited permissions to access the information, with this limitation, the IA couldn’t search in all the CRM to answer the question, therefore they made the suggestion.
I know I can push them for more investigation, but first we need to confirm that their suggestion didn’t work so they can check on this further.
Unfortunately, I can’t turn these settings on and test again, but please do let me know once they are turned on, so I can confirm with them this didn’t work and push for a deeper troubleshooting on their end.
We do not understand why enabling File and Conversation data is required if the question only pertains to CRM data.
If this is the level of functionality that Copilot currently offers, we will not move forward with using it. This is unacceptable.
We will not enable Conversation and File data. HubSpot should be testing this internally rather than using clients’ data for testing purposes. If the issue lies with Copilot, then it must be escalated and resolved by the product team—not pushed onto users to perform pointless troubleshooting.
Frankly, I am quite frustrated with how this is being handled.
Thanks for the information. The data provided by the support team is the most up-to-date available. My recommendation is that you continue working with them to facilitate a more in-depth investigation with the internal team. Of course, feel free to keep updating this thread with any new findings.
To get Copilot to work, both CRM data and Conversation data need to be enabled under AI settings. If either of them is turned off, Copilot won’t be able to generate a answer. File data doesnotneed to be enabled.
However, this seems like a bug. If Copilot absolutely requires both CRM and Conversation data to function, why are users given three separate toggles to choose from in the first place. That makes the options misleading.
HubSpot should either:
Update the guide at this page to clearly explain the dependency between CRM and Conversation data.
Or, remove the option to selectively toggle them if the Copilot can’t function unless both are enabled.
Right now, the current setup creates confusion and frustration.
It seems they’re unwilling to investigate this further, as they don’t consider it to be an actual issue