HubSpot Tools to Simplify and Personalize Your Workflows

Many teams still rely on tools that don’t quite match their workflow. Messages come in from email, chat, and social channels, and it quickly becomes hard to keep track. Help desks can become cluttered, and even minor updates can take longer than necessary.

Customizable tools can make a big difference. HubSpot now offers updates that let teams add their own support channels, clean up their workspace, and update records more easily.

This post breaks down a few of those tools and how they can help create smoother, more personalized workflows for both teams and customers.

Why Customization Matters in CX

Customers want to feel seen. Not just another number in the system, but a real person with real needs. That’s why customization is such a big part of good customer experience today.

When tools aren’t flexible, teams can’t adapt, and that leads to one-size-fits-all service. The result? People feel ignored, support feels slow, and satisfaction drops. 84% of consumers say being treated like a person, not a number, is very important to winning their business.

The more a system can align with the way your team works and respond to each customer's needs, the smoother things feel for everyone.

3 Common CX Workflow Challenges (and How to Solve Them with HubSpot Tools)

Even with the best intentions, customer experience can break down when tools fail to meet real-world needs. Messages get missed. Help desks become overwhelming. Minor updates turn into big time-wasters. But it doesn’t have to stay that way.

HubSpot now gives teams more control over how their systems work. With a few simple tools, you can clean up clutter, respond more quickly, and provide customers with the personal attention they expect.

Let’s look at three everyday problems and how to fix each one.

Challenge #1: Juggling Too Many Channels

Customer conversations are everywhere, from email and social media to messaging apps and more. That’s great for the customer, but hard for the team trying to keep up. When every message comes through a different platform, it’s easy to lose track. 

You might miss a question, forget to follow up, or send a reply way too late. This kind of experience can push customers away fast. In fact, 62% of consumers reported losing loyalty to a brand if they didn’t get a personalized experience. 

And part of feeling “personal” is meeting people where they already are, not forcing them to switch platforms just to reach you.

Solution: Use the Custom Channels API to Bring Everything into HubSpot

HubSpot’s Custom Channels API lets you bring outside platforms, like WhatsApp, Telegram, or any messaging app your customers use, into your HubSpot inbox. Your team can stay focused while still giving customers the option to reach you wherever they feel most comfortable.

With a custom channel, messages from other platforms show up alongside live chat, email, or Facebook messages. No need to switch tabs or copy info across systems.

To set this up, you’ll need to create a public app that acts as a bridge between your chosen platform and HubSpot. 

This process is mainly for developers, so you (or someone on your team) will need some technical skills. If you're not a programmer, you'll want to work with someone who can build the integration for you.

Once that app is built, here’s what you can do:

• Register the channel in HubSpot and connect it to your inbox
• Choose how messages behave (e.g., support for rich text, file attachments, or threading)
• Handle incoming and outgoing messages automatically using HubSpot’s API

This setup is handy for companies using region-specific tools or industry-specific platforms that HubSpot doesn’t support out of the box. It gives you the freedom to meet customers where they are, without making your team work harder to keep up.

Challenge #2: Cluttered Help Desks Slow Everything Down

Help desks can get messy fast. Between long ticket lists, too many properties, and details that don’t matter to everyone, it’s hard for support teams to stay focused. Most of the time, they’re not looking for more data. They just need to see what’s relevant to the job in front of them.

When the view is overloaded, it slows everything down. Agents spend more time searching and clicking around than actually helping people.

And customers notice. 71% of consumers feel frustrated when a shopping experience is impersonal, and long wait times or delayed responses can easily give that impression. You need to personalize all aspects of your workflow, including views.

Solution: Use HubSpot’s Customizable Views Sidebar to Simplify What Teams See

HubSpot’s Customizable Views Sidebar helps your team focus by letting you control what shows up in the record preview. You can hide unused fields, organize the cards, and even set up different views for each team. No coding required.

If you have admin access, here’s how to get started:

• Go to Settings → Objects, then choose the object you want to edit (like Contacts or Tickets)
• Click the Preview customization tab
• Add, remove, or rearrange sidebar cards based on what’s most useful
• Create unique views for each team, if needed
• Save your changes and apply them across your help desk

You can even make cards appear only under certain conditions (like showing a “Customer Details” card only for contacts marked as customers). That way, agents only see what they need, when they need it.

Cutting out clutter helps teams move faster, reduce distractions, and stay focused on the work that matters most.

Challenge #3: Slow, Manual Record Updates

Sales and support teams work fast, but outdated systems slow them down. Something as simple as updating a contact’s role or changing the status of a ticket often means clicking into a new page, finding the right field, saving the change, then jumping back. Over time, those small delays add up.

It also increases the chance of mistakes. When teams are moving quickly, switching screens just to make a tiny change creates friction. That friction leads to skipped updates, wrong info, and missed follow-ups. 

And in a world where 80% of consumers are more likely to buy from companies offering tailored experiences, every bit of accurate, up-to-date data matters.

Solution: Use Inline Editing on Association Tables to Save Time

With HubSpot’s Inline Editing on Association Tables, your team can update associated records without leaving the page. That means no more bouncing between screens just to update a job title or change a deal stage.

From the record’s main view, users can click directly into an association table (like the list of deals on a contact record) and edit values right there, just like editing a spreadsheet.

Here’s what makes it helpful:

• You can update fields in real time without opening a new tab
• Validation checks help catch errors as you go
• It keeps the team in their workflow, reducing context switching

If your reps are handling several records a day, this feature can make a big difference. They stay in the zone, get updates done faster, and keep data clean without the usual back-and-forth that slows everything down.

Make CX Work Better for Everyone

Customer experience doesn’t have to be complicated. With the right tools, you can make things easier for your team and more personal for your customers.

HubSpot’s customizable features like the Custom Channels API, Customizable Views Sidebar, and Inline Editing on Association Tables help you solve real, everyday problems. 

They cut down on wasted time, reduce confusion, and let your team focus on what matters most: building real connections.

If your workflows feel clunky or outdated, now is a good time to take a closer look. Even small changes can have a significant impact when the tools are flexible and built to support how your team actually works.

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