Customer Agent Reporting and Coaching in Breeze
Thursday, September 10, 2026
What it is
Breeze Assistant can now report on and coach the customer agent from one conversation. Ask how the agent is performing, get improvement recommendations tied to your coaching opportunities, and make configuration changes to the agent without leaving the chat. Public beta, Professional and Enterprise across Marketing, Sales, Service, Content, Data Hub and Smart CRM.
Why it matters
Improving a customer agent used to mean moving between reports, coaching opportunities, knowledge sources and settings, and most admins do not have time to piece that together. Pulling it into one conversation turns agent tuning from an audit into a dialogue, and that is what builds trust in letting an agent handle customers.
The Take
The framing HubSpot chose is reporting, and the show's read is that the lede is buried. The line that matters is make configuration changes. If you can set up and adjust a customer agent through a conversation with Breeze, a lot of people who were never going to open the agent settings are going to set one up. That is a bigger shift than a new report.
The other thing to like is the shape of it. Recommendations broken into discrete pieces you can work through one at a time are far easier for a human brain to act on than a wall of flags in a feed. And the coaching word is the right one: if you are not comfortable with AI, you cannot coach an agent, and this is the first place that puts the how-is-it-doing, why, and what-to-change in one spot. One of the real blockers to agent adoption is visibility. This is visibility.
Watch Us Discuss This
The full segment from the show, us working through this update start to finish.
FAQ
Can Breeze actually change the customer agent's settings?
Yes, that is part of this beta. You can ask Breeze to make configuration changes to the customer agent from the conversation, alongside reporting and coaching recommendations.
What are coaching opportunities?
Customer agent coaching opportunities are the flagged conversations and gaps HubSpot already surfaces for the agent. Breeze now ties its recommendations to those, so the advice points at something specific.
Who gets it?
Public beta for Professional and Enterprise across Marketing, Sales, Service, Content, Data Hub and Smart CRM.
Produced by Value-First Media