Wake Up Customer Platform - Mar 26, 2026

[00:03] **Introduction** Chris Carolan: Good morning HubSpot Nation. It's time to wake up customer platform with your unofficial HubSpot updates morning show where we help you discover the platform value you already own. I’m Chris Carolan, joined by my co-hosts Casey Hawkins and George B. Thomas for you every weekday morning to make sure you're not sleeping on HubSpot's true capabilities. If you're joining live, drop a hello in the comments and let us know what you're building in HubSpot today. Happy Thursday March 26th of 2026. What are we building in HubSpot today, George and Casey?

[01:02] **Casey's Current Projects** Casey Hawkins: I'm still working on my to-do list from last week. Um but some things I have are mostly integration work actually. Common room is an integration I've been working with a lot lately. I'm not sure if either of you have heard of that one specifically. Um Chris, you might find this one interesting. It's um though tracks like people's participation in uh communities. So like in theory, it would track the your my participation in the Spocketeer Slack community. Um things like that. So.

[02:16] **Chris's Thoughts on the Integration** Chris Carolan: Awesome. I love when I can have a good idea of what the thing is just by the name of it. Yeah. Yeah, it's good naming right there.

[02:31] **What George is Building** George B. Thomas: Indeed. I’ve got to be long for me to talk about I mean, let's be honest, but um if I were to pick one, uh I'd say that I'm in workflow land a lot today. Multiple clients. Yeah, multiple clients. Uh not necessarily me uh personally or my portal, but uh it seems to be a workflow heavy uh day today.

[03:16] **Chris's Recent Discussions** Chris Carolan: Okay. Uh well I just had a great conversation uh about um line items everywhere uh and where are we going to put them and how are we going to manage them and inventory requirements and all sorts of stuff uh with some friends in the UK. So we've been thinking about uh, you know, end to end manage business management HubSpot. It's been fun to build this out. Um and every time we think we're going to get away with less complexity like building in the system, like we've got to uh got to add more to more in so that we can simplify it for for our users.

[04:23] **Highlighting George's Hub Heroes Episode** Chris Carolan: Um, uh and I want to highlight George, as I bring up the screen here, we only got five updates. But uh on the walk this morning, I got to listen to this week's episode of Hub Heroes. Mhm. A part two. And if you need to understand how loop marketing works, folks and how agile you need to be, uh I guarantee the day that uh yeah, day that George gets back from vacation, finds out about a new uh a couple new updates. Yep. Uh related to the conversations he's having on the podcast with record customization. And uh the first day that he understands uh agent um agent cards. Agent cards on a record is a thing. They have a conversation about it.

[06:06] **The Importance of Agility** Chris Carolan: Yeah. Uh that's agility and and what loop marketing is designed to help you do. So, uh by the way, you know, not to mention you will go learn a bunch of stuff at the same time if you listen to that episode. Super interesting to hear you guys from your different perspectives talk about especially Max. Max is man. His his experience from HubSpot and the positions he had there to to apps apps honestly like Yep. Man, he's got so much insight.

[06:46] **The Workflow Mindset** George B. Thomas: Lot in that brain, lot in that brain. Chris Carolan: Yeah. Uh the concept of unpacking like the workflows mindset and how do we get you know, change how we how we view HubSpot. George B. Thomas: See now people got to go listen cuz they're like, wait, what? Yeah. Chris Carolan: Yeah. Go listen to the episode. George B. Thomas: Max say I need to think about workflows last is that's just just go listen to see how that could be a thing.

[07:24] **HubSpot Update 1: Chrome Extension Now Supports Calling** Chris Carolan: So five updates today. Uh Chrome extension now supports calling. Uh what's changed? Now supports select third party calling users in addition to first party users, expanding availability beyond previous limitation. What is it? HubSpot calling users can now manage their calling connection through the HubSpot Chrome extension. This removes the need to keep a separate browser window open.

[07:59] **Why This Update Matters** Casey Hawkins: Why does it matter? Previously, users needed to keep a separate calling window open to receive inbound calls or make outbound calls using the dialer. This update removes that friction by maintaining the calling connection seamlessly in the background through the Chrome extension.

[08:24] **Calling Features and HubSpot Usage** George B. Thomas: Very nice. Chris Carolan: Have you guys run into this much yet? Calling? Using calling features in HubSpot? George B. Thomas: I mean you got to call humans first. So I have not. Chris Carolan: Right. Yeah. I mean humans call me, don't get me wrong. But I don't like sit around and like go and externally call people. From and when I do it's from my mobile phone because it's my mom. Like hi mom, how you doing? Like I don't call her from HubSpot.

[09:08] **Connecting With Calling Experts** Chris Carolan: Yeah. Well if you're watching this and you know like the the foremost person in the ecosystem that has been building this out for people and uh I would love to to chat with them because we we had a had a question yesterday, you know, should we consider HubSpot calling? Right? And then I asked them what that like what that means to them. And it's like basically what I understand how how savvy it is. And it's like, okay, well, we have to define what you mean by the word savvy then. But I'm pretty sure at this point, there's just not any gotchas. Like they're run, we're running out of gotchas and it's a full-fledged calling system like inside of HubSpot. George B. Thomas: Without a doubt. Chris Carolan: Right? So, I'm getting more comfortable with with bringing people in, but I still it's that layer that has just never existed before and now it's here and like helping business understand how and why they should jump into that. Um I'd love to talk to somebody about that.

[10:32] **HubSpot Update 2: New Operators for Conditional Property Logic** Chris Carolan: Uh, number two today, new operators for conditional property logic. Always excited to see updates related to conditional stuff in HubSpot. Uh in private beta. What is it? We're expanding the flexibility of conditional property logic. You can now use operators like is known, any of, not equal to and is none of.

[11:06] **The Impact of Enhanced Conditional Logic** Casey Hawkins: Why does it matter? Until now, conditional property logic was limited to is equal to checks. This made it challenging to enforce CRM data quality at scale, especially for teams managing complex workflows. With this update, you can build smarter, more flexible rules that capture more accurate data and speed up rep workflows. For example, if renewal date is known, require renewal owner. If region is any of UK, Ireland, France, show EU compliance info. If customer type is not equal to partner, show billing info. I've really been liking the conditional properties. Um, it's come up more and more, um, which is really exciting to now have expanded um capabilities there because it just makes it easier to deploy.

[12:13] **A Major Update** Chris Carolan: Feels like a major update, George. George B. Thomas: I mean it does feel like it, but they didn't give us a uh they didn't give us a little thing for it, but Chris Carolan: I know. [Inaudible Speaker]: Should be a major update. Chris Carolan: Okay, there we go. We'll give them that then. Yeah. Um man, especially as we think about how we manage record views like for folks. Yeah, these these extra um operators are are going to be very powerful. Um So check those out.

[12:59] **HubSpot Update 3: Custom Chatflow Priority** Chris Carolan: Easily set custom chat flow priority in public beta. What is it? You can now easily assign a custom priority to your chat flows without using drag and drop. Previously, reordering chat flows meant dragging and dropping them into place. And while this works for smaller setups, it becomes increasingly difficult to manage as the number of chat flows grows, especially when they span across multiple pages. With custom priority, you can simply set the exact order you want. This gives you a faster, more precise way to control how your chat flows are prioritized.

[13:50] **Simplified Chatflow Management** Casey Hawkins: Why does it matter? Managing chat flows at scale should feel simple, not frustrating. If you have many chat flows, reordering them used to be time consuming and sometimes impossible across pages. Now you can instantly adjust properties without worrying about pagination or manual reordering. This means you can make changes faster, maintain better control over which chat flows appear first, scale your chat flow strategy without adding complexity. In short, you get more flexibility and reliable way to manage chat flow priority no matter how many you have.

[14:41] **Precedent for System Improvements** Chris Carolan: I I like it. Uh in while I'm not uh I don't have any immediate you know, massive list of chat flows uh use cases that come to mind. I can think of some other spots in HubSpot where stuff like this would be amazing um because all we can do is click and drag to reorder stuff. So uh I like seeing precedence like this that that might make its way into the rest of the system.

[15:26] **HubSpot Update 4: Contact Enrichment** Chris Carolan: Contact enrichment coverage expanded for EU countries. What is it? Our contact enrichment coverage for contacts in EU countries is getting a significant boost. Customers will see improved match rates for EU contacts.

[15:51] **Improved EU Coverage** Casey Hawkins: There you go. Um why does this matter? Our customers have complained about how low match rates for EU based contacts. Uh this update brings EU coverage closer to North American coverage levels.

[16:10] **The Mystery of Enrichment** George B. Thomas: Nice. Chris Carolan: I just want to know how it works. Casey Hawkins: Yeah, I know. I was like, that's what I was reading there too. I was like what power wire. I don't know. Chris Carolan: That's the thing like enrichment. Why does it have to be such a black box about how enrichment works. I think I know why. But it's not the stuff that people want to hear. Uh so I guess yeah, I go see see your match rates. George B. Thomas: I mean listen, when you have XYZ companies and you have all the data, you can enrich almost anything. I'm anyway, I'll stop. I'll stop. Chris Carolan: Yeah. Uh Alright. So enjoy your your improved match rates.

[17:25] **Share Your Experiences** Chris Carolan: Enjoy. Number five. But just let us know what you do with us. That would be cool. Like if you see an improvement in your match rates, you know, share a comment, DM. Let us know what that that means for you.

[17:43] **HubSpot Update 5: Default Tax Rate** Chris Carolan: Number five, set a default tax rate in the tax rates library is in private beta. Uh did you know there was a tax rate library in HubSpot? Uh, what is it? You can now define a default tax rate in the tax rate library. Once set, this default rate will automatically refill when a new line item is added across all commerce tools including deals, quotes, payment links, subscriptions, invoices and credit memos.

[18:31] **Automatic Tax Application** Casey Hawkins: Why does it matter? Previously, teams had to manually assign a tax rate to every line item, a repetitive task that was easy to overlook and prone to error. This update ensures tax is applied consistently and automatically, helping you work faster and more accurately. It's it's especially impactful in VAT regions where tax rates are uniform and for teams using manual tax configuration without automated integrations. The result is smoother operations, improve tax compliance and less room for costly mistakes.

[19:16] **A Smoother Experience** George B. Thomas: Nobody wants that. Chris Carolan: Yeah. This is another spot where I think it can be really it's looking like it's such a better experience than it has been in traditional systems. But it's such a thing that such a different thing than people are used to doing in HubSpot. Uh if anybody's having these conversations where we're moving sales tax management inside of a business from somewhere else inside HubSpot, I I would love to uh pick your brain a little bit on this one. Um very cool that uh HubSpot is making that easier for us. Um Uh, in case you missed it yesterday, we had a great uh HubSpot helpline show, uh which is every Wednesday at 10:15 a.m. Central on LinkedIn Live. Three of us with Rob Jones and Kyle Jepson. Um, had some fun yesterday uh and one thing to reiterate, if you're interested in being an inbound correspondent, uh those applications just went out this week. Um Yeah, anything else going on that we think uh the audience needs to be aware of in Hubspot land.

[21:13] **Closing Remarks** Casey Hawkins: I think that's it. George B. Thomas: Yeah, I think that's it. Chris Carolan: Coming up. Coming up. Yeah. I like it. Remember folks, you probably already own the solution you're looking for in HubSpot. Sometimes you just need to wake up to it. Join us tomorrow morning live at 7:30 a.m. Central. Catch us anytime on Spotify and Apple Music. Drop your biggest takeaway in the comments and let us know what capabilities you want to wake up to next. Until then, I'm Chris Carolan. Casey Hawkins: I'm Casey Hawkins. George B. Thomas: And I'm George B. Thomas. Chris Carolan: And this has been wake up customer platform. Now go build something amazing. Great day everybody.