Welcome to Hubspot Training

HubSpot is the single source of truth for all customer and sales data. Keeping your activity updated ensures:

• Accurate pipeline visibility
• Strong team collaboration
• Reliable forecasting

Make sure to pin the Command Center so you can access it quickly. The Command Center is a one stop shop for all of our internal resources. From creative pipelines to IT help, keep this page handy!

The Sales Workspace is a great way to start your day. It houses all of your tasks, meetings, communications- all in one spot so you know what to prioritize. The video below shows a sneak peak, but as we continue to learn about the rest of hubspot, this area will fill up!

Don't forget to add your email signature!

HubSpot Outlook Integration

The HubSpot Sales add-in for Outlook allows you to log emails to your CRM, track when recipients open your messages, and access HubSpot tools — all without leaving your inbox. This guide walks through how to use the add-in when composing emails in Outlook.

Accessing the HubSpot Sales Add-In

Open Outlook and click New mail to compose a message.
In the toolbar ribbon, locate the HubSpot Sales sprocket icon. Hovering over it displays the tooltip: "Organize leads, track email opens and clicks, and send email templates all in one place."
Click the icon to open the HubSpot Sales side panel on the right.

1. Pin the tool in Outlook

This ensures the panel is always open when users are responding to or creating new emails.

2. Enable always-on email logging

• Open the plugin and scroll down to “Add-in Settings”

• Click “Log and track settings”

• Turn on Log Email (tracking is optional)

This setup ensures that, as long as the tool is open, the BCC logging function is automatically added to outgoing emails.

A few important notes:

• The tracking option is optional because of certain privacy and firewall settings on the user side.
• Logging = important (keeps CRM activity accurate)
• Tracking = optional
• Emails will only log if the recipient is not on the Never Log list
• CMG users are automatically excluded, this way important or private messages will never be stored in HubSpot. This only applies if all users on the email are CMG users. If a seller was to CC their manager on an email to a client, the log function will work just fine.
• Users can add personal contacts (e.g., family) to prevent those emails from being logged into the CRM as leads. They do this by going to the Log and track Settings and at the bottom adding an email to the Never Log List. As an example I’ve added my personal email to my list:

Additional Resources

When logging is enabled and you add a recipient, HubSpot automatically inserts a unique BCC address into your email. This address follows the format:

For example: 43534472@bcc.hubspot.com

When you send the email, a copy is sent to this BCC address, which tells HubSpot to log the email to the contact's CRM record. The recipient does not see this BCC address.

Configuring Log and Track Settings

• Log email — Toggle on (green) to log emails to the CRM by default.
• Track email — Toggle on to track opens and clicks by default.

These defaults apply every time you compose a new email. You can still override them per-message using the checkboxes in the side panel.

Default Email Associations

Control how logged emails are associated with CRM records:

• Create new contacts — When checked, if the recipient doesn't exist in HubSpot, a new contact record is created automatically.
• Hide suggested associations — When checked, hides HubSpot's automatic association suggestions.
• Manage Other Default Associations — Opens additional settings for associating emails with companies, deals, or tickets.

Never Log List

Emails sent to addresses on this list will never be saved to your CRM, even if logging is enabled. This is useful for excluding internal domains or third-party services. You can add domains or specific addresses using the search bar and Add button. The list supports pagination if you have many entries.

The full settings page (accessible via the gear icon in the panel) includes:

• Log and track settings — Configure default logging/tracking behavior.
• Email integration settings — Manage your inbox connection with HubSpot (opens in browser).
• Help & troubleshooting — Access support resources.
• Run the HubSpot Sales add-in tour — Replay the guided onboarding tour.
• Customer Terms of Service — View HubSpot's terms.
• Remove the HubSpot Sales Add-in — Uninstall the add-in.
• Submit Feedback — Send feedback to HubSpot.

The settings page also displays your Connected inbox (confirming your email is linked) and your HubSpot account details, including the account domain, email, Account ID, and subscription tier (e.g., Sales Enterprise).

Contacts are individuals that work at associated companies. It's critical to make sure you are connecting every contact to an associated Company in Hubspot.

Clean, accurate data enables:

• Better personalization in outreach
• Stronger relationship management
• More effective reporting and segmentation
  
  

Key Takeaways

• Contacts = individual people
• Companies = organizations those contacts belong to
• Keeping contacts and companies connected will ensure your deals and activity is showing up on reports for your managers.
• If you ever see a discrepancy in your dashboard, checking that contacts are connected to the right companies and deals is a good place to start.
• All interactions should be logged on the contact record
• Keep records updated and complete

Best Practices

Always associate contacts with the correct company
Add detailed notes after every interaction
Update titles, roles, and key fields regularly
Avoid duplicate records

What is Breeze?

• Breeze is a Ai tool built directly into Hubspot, so you can engage with it as you are performing tasks within the CRM.   

What are the Benefits of Using Breeze?

• Save time on high-frequence tasks
• No new login required
• Embedded inside Hubspot 

As you continue to use the tool (and give it feedback), it will learn more about your voice, sales style, and repeated tasks.  

Where does Breeze Live?

 

Day to Day Ways to Use Breeze: 

• Emails
• Meetings
• Deals 
• Saved Prompts

Sales Emails: 

• Breeze helps you quickly generate personalized, relevant emails based on CRM data, previous interactions, and deal context. It reduces time spent writing while improving quality and consistency. 

When to use it:

• Follow-ups after calls or meetings 
• Prospecting outreach 
• Re-engaging cold leads 
• Proposal and next-step emails 

Drafting sales emails and follow ups:

Prospecting Outreach:

Re-engage Cold Leads:

• “Re-engagement email for a prospect who went cold after a proposal. Keep it casual, acknowledge timing, and offer a new idea.”
• “Follow-up to a business owner who hasn’t responded in 30 days. Introduce a new strategy using data and audience targeting.”

Effective Angles to Use

• “New idea” approach
• “Quick win” or audit offer
• “Market insight” (what competitors are doing)
• Light humor (tasteful, not overdone) 

Example Structure 

• Acknowledge gap: “Timing might not have been right…” 
• Add value: “Wanted to share a quick idea…” 
• CTA: “Open to revisiting?” 

Pro Tips

• Change the angle—don’t resend the same message
• Use subject lines like: “Quick idea,” “Worth revisiting?” or “Saw this and thought of you”

Next-Step Emails:

How to Use It

• Log call or meeting notes in HubSpot
• Click Summarize with Breeze
• Copy key points
• Use Breeze (via Templates) to generate a follow-up email 

Prompt Examples:

• “Write a follow-up email after a discovery call. Include recap, agreed priorities, and next steps to move forward.”
• “Post-demo follow-up summarizing ROI, key benefits, and scheduling next meeting.” 

Meetings

When to Use It

• Before a discovery or sales call
• After a meeting for recap and follow-up
• For internal alignment and notes

Before a Sales Call:

Navigate to the contacts record and enter in a prompt like: 

After a meeting or follow up:  

• Open the meeting activity in HubSpot
• Click Summarize with Breeze
• Review the generated summary
• Copy key points into your notes or CRM fields
• Use Breeze to draft a follow-up email directly from the summary 

Internal Alignment:

Calls

When to Use It

• After sales calls
• For coaching and training
• To identify trends in objections or needs

Step-by-Step: Using Breeze for Calls

• Navigate to a logged call in HubSpot
• Open the call recording or transcript
• Click Analyze or Summarize with Breeze
• Review key outputs:
  • Summary of the conversation
  • Key pain points
  • Objections
  • Next steps
• Save insights to the contact or deal record
• Use Breeze to draft a follow-up email based on the call

• Focus on extracting next steps and decision criteria
• Use insights to update deal stages accurately
• Share summaries with managers for coaching 

Deals

Breeze helps manage and progress deals by summarizing activity, identifying risks, and suggesting next actions. It keeps your pipeline clean and actionable.

When to Use It

• Managing active opportunities
• Preparing pipeline reviews
• Identifying stalled deals

Here is an example: 

• Use Breeze before pipeline meetings for quick summaries
• Pay attention to risk signals (no recent activity, missing stakeholders)
• Always align next steps with a clear timeline 

Let's Practice:

• Draft or re-write an email using AI
• Use Breeze to prep for a meeting
• Ask Hubspot to summarize a deal 

Additional Resources:

• HubSpot Community - Breeze Library - HubSpot Community
•  HubSpot Community - Prompting made easy with Breeze Copilot – Sample Prompts - HubSpot Community
• Use Breeze Assistant

Breeze Assistant includes a built-in Prompts Library that lets you save frequently used prompts, browse pre-built prompt templates, and access shared prompts from your team. Instead of retyping effective prompts each time, you can save them as favorites and reuse them in one click.

Saving a Prompt as a Favorite

1. In the top navigation bar, click Breeze Assistant in the top right.
2. Type your prompt and click the send icon to submit it.
3. Once the prompt appears in the chat, hover over your message.
4. Click the star icon (favorite) that appears on the message.
5. The prompt is now saved to your Prompts Library for future use.

Tip: Write your prompts clearly and specifically before saving them — the exact text you used will be stored as-is for reuse later.

Accessing the Prompts Library

1. In the top navigation bar, click Breeze Assistant in the top right.
2. Click the menu icon (three vertical dots) in the top right corner of the Breeze Assistant panel.
3. Select Prompt library (also referred to as Prompts in some views).
4. Browse available prompts across the following tabs:
• My Prompts — Your personally saved/favorited prompts.
• Shared Prompts (Beta) — Prompts shared by teammates across your HubSpot portal.
• Templates — HubSpot's pre-built prompt suggestions organized by category.
5. Click the name of a prompt to load it into the input field.
6. Edit the prompt text if needed, then click the send icon to submit.

You can also access saved prompts quickly by clicking the bookmark icon (Saved Prompts) in the Breeze Assistant input area.

Using Prompt Templates

HubSpot provides categorized prompt suggestions to help you discover what Breeze Assistant can do. These are accessible via suggestion buttons below the text input area.

• Summarize — Condense records, activities, reports, or survey responses.
• Create — Generate content such as emails, blog posts, workflows, or images.
• How do I — Get guidance on how to complete tasks in HubSpot.
• Prepare — Prepare for upcoming meetings (requires a connected calendar).

Click any of these category buttons to see relevant prompt suggestions, then select one to load it into the chat.

Organizing Saved Prompts with Tags

You can organize your saved prompts using tags to keep them easy to find as your library grows.

• Customer Success
• Marketing
• Sales
• Support

You can also assign saved prompts to specific assistants, or make them available across all assistants in your account.

Using @Mentions in Prompts

1. In the Breeze Assistant input field, type @ (or click the @ icon).
2. Search for a CRM record by name (contacts, companies, deals, etc.).
3. Use the object type filter to narrow results.
4. Select the record to insert it into your prompt.

This is especially useful for saved prompts that include object placeholders — when you reuse the prompt, clicking the placeholder triggers a CRM search so you can quickly swap in the relevant record.

Deleting a Saved Prompt

1. Open the Prompts Library by clicking the menu icon in Breeze Assistant and selecting Prompts.
2. Locate the saved prompt you want to remove.
3. Click the menu icon (three vertical dots) next to the prompt.
4. Select Delete.

In the confirmation dialog, click Delete prompt. 

Quick Reference 

Best Practices 

• Be specific — The more detail you include in a prompt, the better the output. Include context about your audience, desired tone, and format.
• One task per prompt — Ask Breeze Assistant to do one thing at a time for the best results. For example, summarize a contact first, then ask it to draft a follow-up email in a second prompt.
• Build on context — Breeze Assistant remembers the full conversation within a chat session. Start with a broad prompt (like summarizing a company) and then follow up with more targeted requests.
• Start fresh regularly — Begin a new chat when switching topics so Breeze Assistant isn't influenced by unrelated earlier messages.

Leverage the Prompt Library — Browse the templates and shared prompts before writing from scratch. They're a great way to discover capabilities you might not know about. 

• HubSpot Community - Breeze Library - HubSpot Community
•  HubSpot Community - Prompting made easy with Breeze Copilot – Sample Prompts - HubSpot Community
• Use Breeze Assistant

Learn where to start your day and how you can use Hubspot to organize your work.

What the workspace is for:
It brings together tasks, suggested follow-up work, schedule, activity feed, and record management so reps can work from one place instead of jumping between tools.

Create, filter, complete and follow up on tasks

• Create a new task from the Sales Workspace
• Filter tasks by due date, priority etc.
• Mark tasks complete
• Create a follow up task when the next one is not done yet

A rep should create a task when: 

• there is a promised next action
• timing matters
• they do not want to rely on memory
• the action moves a lead or deal forward

Task Management

(Watch Video Here)

Using Breeze for tasks: Below you will see ways you can use Breeze to manage tasks, as well as manually. Keep in mind that if you do use Breeze, it's best practice to check it's work when you are starting out to make sure you prompting it the same way.

Important:  Since we do not record our calls as of now per company policy, it's important to copy and paste or record your notes into the note section of the call task.  This allows Breeze and our CRM to pick out bits of information that may be relevant as you continue to manage and update the record. 

How calls fit into your tasks and how to manage follow up tasks with calls

• Launch a call from the guided task experience or from a CRM record
• Log notes and outcomes consistently
• Understand that call completion can automatically complete related tasks in some workflows
• Use call recording/transcription features if enabled in the portal
• Review recordings for self-coaching or manager coaching

Breeze Example:

Manual Example: This won't be able to set up the trigger when she opens the email since it's manual.

• After a prospect engages with a high-intent action
• After a voicemail that needs a second attempt
• When email back-and-forth is slowing progress
• Make sure to ALWAYS log the call outcome

Additional Tips:

• Call outcome discipline is critical for reporting and follow-up
• Notes should capture what happened, objections, buying signals, and next step
• Calls should be tied to the right contact, company, and deal whenever possible

Suggested call note framework:

• Reason for call
• What the prospect/customer said
• Risks or objections
• Agreed next step
• Follow-up date

Hands-on exercise idea:

• Complete a call task
• Log a call outcome
• Add notes
• Create the next follow-up task based on the call

Prepare better and use HubSpot before the meeting starts.

• Use the Schedule tab in Sales Workspace to review upcoming meetings
• Open an upcoming meeting and use the Prepare workflow
• Review attendees, associated deals, recent communications, and company context
• Use suggested pre-meeting actions
  Add team notes and internal context before the meeting
• Join the meeting from the meeting record when a meeting link is included

Why:

Prep tasks improve meeting quality and help reps show up with a plan instead of reacting live. HubSpot creates upcoming meeting preparation and post-meeting follow-up suggestions around meetings in the workspace.

When:

• 1 day or 1 hour before an important meeting
• Before demos, pricing calls, or renewal conversations

Make post-meeting execution fast, consistent, and measurable.

• Include notes from meeting in the task under notes, so breeze can compile the notes and send to the prospect.
• Send a follow-up email or generate one from summary content where applicable
• Update meeting outcome
• Create follow-up tasks immediately

Additional Tips

• Follow-up should happen as soon as possible after the meeting
• Meeting outcomes and notes should be updated before the rep moves on
• Follow-up should tie back to agreed actions, owners, and dates

Hands-on exercise idea:

• Review a past meeting
• Capture/update notes
• Draft a follow-up email
• Create a task for the next milestone

In HubSpot, tasks and meetings are separate activity types on the record timeline.

• A task = something you need to do.
• A meeting= Can be logged from a CRM record by opening the record and clicking the Log meeting activity option in the activity toolbar.

Steps

• Go to the relevant contact record
• In the upper-left activity bar, click Log meeting.
• Enter the meeting details, including:
  • Date
  • Time
  • Notes
  • Meeting outcome
  • Meeting type
  • Attendees
  • Make sure each meeting is associated to at least the right Contacts record, and add the related Companies
• If there’s a next step, use Task follow up to create a follow-up task right from the logged meeting.
• Click Log activity to save it to the record timeline.
  

Best Practices

Set the meeting outcome immediately after the meeting

• Your meeting records use Meeting outcome with values like Scheduled, Completed, Rescheduled, No Show, and Canceled.
• For reporting, this is the most important habit: if the meeting happened, reps should change the outcome to Completed right away. In the results of the documentation searches I made, HubSpot explicitly shows that outcomes are meant to be updated after the meeting and that Sales Workspace surfaces meetings that are still awaiting an outcome.

Include:

• what happened
• the meeting outcome
• who attended
• Next steps

If there’s a next step

They should create a follow-up task. HubSpot explicitly supports creating a follow-up task from a logged activity, including meetings.

Don't forget to...

Complete your meetings and tasks. If you want your activity to be accurate, it's crucial to mark your tasks and meetings as completed.

Scheduling and logging meetings manually is best practice, however you can log meetings using Breeze as well.

Use a prompt like this: “Log a completed meeting for May 20 at 11 a.m. with Robin Moon at Midwest Vein Center

Make sure you are checking the details. It's also worth including some notes as you log the meeting. This will help you with recaps and follow up notes in the future!

Welcome to the Self-Service Claim Manager in HubSpot.

If you've ever needed access to a claim and found yourself stuck in email chains or waiting on an answer — this tool was built for you.

In the next few minutes, we'll walk through exactly how to find a claim, submit an access request, and get it approved. Quickly, transparently, and without the back-and-forth.

Let's get started. Click here to download the Claims Process Guide

Overview

The Self-Service Claim Manager in HubSpot makes it easier for sellers, sales support, and managers to submit and process claim access requests quickly and transparently. This guide walks through the full request workflow and highlights the fields, actions, and approvals involved.

Find an Existing Claim (Global Search)

1.    Click the Search HubSpot bar at the top of the screen.

2.    Review the grey-highlighted object types included in your search.

3.    If Claims isn’t listed, click More, type Claims, and select it to add to your filters (it will stay for future searches).

4.    Search by:

• Name or Email address (for contacts)

• Company name (for companies)

5.    Click the claim in the results to open the record.
6.    Continue to the Claim Manager tab to create or manage an access request.

Where to Start (on the Claim)

1.    Open the Claim record.

2.    Click the Claim Manager tab.
3.    On the Access Request card, click + Add.

Create an Access Request

• Request Name — Enter your initials. Overwritten automatically.

• Requesting User — Select the seller needing access.

• Approver — Choose the requesting user’s manager.

• Request Notes (optional) — Add context for the approver.

• Click Create Access Request.

What Happens Next

• Approver gets an email + in-app notification.

• Request shows as Pending in the Claim Manager tab.

• Approvers change Pending to an approval type or Denied.

Manager Next Steps to Approve

There are now two approval types:

• What it does: Removes all existing owners and assigns the requesting seller as the only owner for their team.

• When to use: When full ownership transfer is required within your team.

2.    Add Additional Owner

• What it does: Keeps current owners and adds the requesting seller as an additional owner for their team.

• When to use: When multiple sellers in your team need shared access to the claim.

Important: Changes only impact ownership for the approver’s team. Approvals do not affect ownership across teams.

Only market leaders can update status to prevent accidental approvals.

After Approval

• Within ~1 minute, automation updates ownership on the company/contact and the claim.

• If no update after 2 minutes, refresh. If still unchanged, contact support.

Quick Troubleshooting

• Can’t find Claims? Add it via More in global search.

• Can’t approve? You may not have leader permissions.

• Don’t see your request? Make sure you’re on the Claim record’s Claim Manager tab.

Summary

• Flexible claim submissions

• Two approval options for ownership handling.

• Manager approvals without overloading leaders.

• Ownership changes only affect the approver’s team.

• Accurate, automated ownership updates.

• Full audit trail via notes and status history.

Need help? Submit a ticket at help.cmg.com.