How do Thena AI summaries sync with HubSpot? A complete overview

Trying to keep all your customer-facing teams on the same page can feel like a constant battle. When your support team is handling conversations in Slack and your sales team lives in HubSpot, it's easy for important context to get lost in translation. This is why syncing support chats into a CRM is such a common goal, especially for B2B teams. It gives everyone a clearer view of the entire customer relationship.

Tools like Thena AI promise to bridge this gap by syncing conversation summaries from Slack right into your HubSpot records. But how does that actually work? What information gets pulled over, what are the core considerations, and is there a way to further enhance your support workflow within your CRM?

This guide will walk you through exactly how Thena AI's summary sync functions. We'll look at what it does well, how its scheduled updates work, and explore what a more deeply connected AI approach looks like for a modern support team.

Understanding the tools involved

Before we get into the nitty-gritty of the sync, let's do a quick intro to the two platforms we're talking about.

What is Thena AI?

Thena AI is a customer support platform designed to help B2B companies manage conversations happening in places like Slack and email. Its main purpose is to wrangle those unstructured chats into tickets you can actually track, help you build out a knowledge base, and use AI to make the support process a little smoother.

What is HubSpot?

You've probably heard of HubSpot. It’s the industry-leading CRM platform for countless businesses, helping them manage everything from marketing and sales to customer service. At its heart, HubSpot is a mature, reliable ecosystem designed to create a single, unified timeline of every interaction a customer has with your company.

The main question: How do Thena AI summaries sync with HubSpot?

Alright, let's get to the core of it. You have important customer conversations in Slack, and you need that context available in HubSpot. How does Thena AI make the connection? The whole process revolves around its AI generating summaries and then pushing them into HubSpot as reliable historical notes.

How the sync process works

Here’s how it works. Thena’s AI monitors the Slack conversations you have with specific customer accounts. Then, based on a schedule you choose, it bundles up those chats and creates a summary. The key thing to know here is that this happens as a scheduled update to keep your CRM organized.

• Daily: A summary is created at 00:00 UTC, covering all the chats from the previous day.

• Weekly: A summary is created every Monday at 00:00 UTC for the entire previous week.

• Monthly: On the first of the month, a summary is created for the month that just ended.

Once a summary is ready, Thena pushes it into HubSpot, where it appears as a Note on the related Company and Deal records. A helpful detail: these summaries only get attached to deals that are in an active pipeline stage. This ensures that your active deal records in HubSpot stay relevant and up to date.

graph TD A[Slack Conversation] --> B{Thena AI Monitors}; B --> C[Scheduled Summary Generation (Daily, Weekly, or Monthly)]; C --> D{Push to HubSpot}; D --> E[Summary appears as a Note on Company/Deal record];

What's in the summary?

The summaries are more than just a block of text. Thena's AI pulls out structured information to provide helpful context within the HubSpot activity feed.

Field	Description
AI Title	A short, AI-generated headline for the summary.
AI Summary	The detailed breakdown of what was discussed.
AI Tags	Keywords the AI picked out from the conversation.
Participants	The names of everyone involved in the Slack thread.
Sentiment	The AI’s best guess at the mood of the conversation.
Action Items	Any specific tasks or next steps that were mentioned.

Setting up the connection

To get this all working, you’ll need to do a bit of setup and have admin access in HubSpot. You'll install the app from your Thena dashboard, go through the standard HubSpot authentication process, and then tweak the settings. The main step is finding and flipping the "AI Summary Generation" toggle to get the process started. It's a manageable setup that leverages HubSpot's secure marketplace.

Beyond summary syncs: The full integration

The integration does a little more than just sync summaries, and it’s good to understand how it complements your HubSpot environment.

Core data synchronization features

Aside from the AI-generated notes, the integration handles some other basic data syncing.

• Contact and Company Sync: Thena can pull in your contact and company data from HubSpot, and you can map custom fields to make sure the right info lands in the right place.

• Filtered Synchronization: You can create rules to control which contacts or companies get synced, giving you some say over what data moves between the systems.

• Role Mapping: Thena lets you map internal roles, like "Account Owner," to the right user fields in HubSpot so that ownership stays clear.

Considerations for the one-way sync

While having summaries in your CRM is a great way to maintain visibility, it's helpful to understand the specific workflow this integration supports.

• Historical logging: Information mostly flows in one direction: from Thena to HubSpot. This means the integration acts as a powerful logging tool. While you can't jump in and reply to the original Slack thread directly from the HubSpot note, it provides a consistent record of what was discussed for your sales and account teams.

• Scheduled updates: The sync runs on a schedule, which can be every 4, 8, 12, or even 24 hours. This approach is designed for comprehensive reporting rather than real-time chat. It ensures that HubSpot remains a stable system of record where information is consolidated periodically.

• Reliable static records: The AI summary is a "Note" in the activity feed, creating a permanent snapshot of the interaction. This is useful for audit trails and long-term account tracking, serving as a solid foundation for your team's historical context.

A complementary option: Real-time actions

Static summaries are excellent for keeping records, and they can be even more effective when paired with tools that help agents solve problems in real-time. The real promise of AI in customer support is about both logging history in HubSpot and taking immediate action for the customer.

What you can use as an integrated AI agent

Many teams look for tools that act as a real-time assistant, working alongside the robust data already in your HubSpot records. This is where a tool like eesel AI can complement your workflow. Instead of only providing delayed summaries, eesel AI works within your support environment to provide instant, actionable help.

• Quick implementation: You can connect your helpdesk with a few clicks and have an AI agent running in minutes. It’s designed to be a self-serve platform that gets you up and running fast.

• Unified company knowledge: While summaries are based on Slack chats, eesel AI can connect to everything, from your past support tickets to internal wikis in Confluence and shared guides in Google Docs. This provides a wide range of context that complements your HubSpot data.

From records to active workflows

Let's walk through a common support scenario to see how these tools work together.

With Thena, you get a reliable note in HubSpot that provides historical context for your account managers. It’s a great way to ensure the sales team is aware of what happened in a customer's support journey.

With a complementary tool like eesel AI, you can add a real-time layer to this workflow:

1. The AI agent immediately sees the customer's question about an order.

2. It uses a secure custom action to look up the order status directly from your Shopify store or another backend system.

3. It then either drafts a perfect, accurate reply for a human agent to approve or, if you've set it up that way, resolves the ticket instantly.

4. While it's doing that, it can also tag the ticket, keeping your HubSpot service desk organized and tidy.

This combination allows you to have both a mature system of record in HubSpot and an active, intelligent automation layer to get work done.

Pricing comparison: Thena AI vs. eesel AI

Cost is always part of the conversation, and both platforms offer different approaches to match your team's needs.

Thena AI pricing

Thena uses a standard per-user, per-month pricing model.

• Free: Good for up to 10 users and 1,000 tickets/month, with essential features.

• Standard: Starts at $79/user/month (when billed annually), which adds AI features and web chat.

• Enterprise: $119/user/month (billed annually) for advanced support like Microsoft Teams.

eesel AI pricing

eesel AI’s pricing is based on AI interactions rather than seat count, which some teams prefer for scalability.

• Team: Starts at $239/month (billed annually) and includes up to 3 bots and 1,000 AI interactions.

• Business: Starts at $639/month (billed annually) for unlimited bots, 3,000 AI interactions, and features like training on past tickets and custom API actions.

This model is designed to be predictable, scaling with your actual AI usage rather than your headcount.

From summary sync to true automation

So, how do Thena AI summaries sync with HubSpot? They provide a scheduled, one-way copy of AI-generated notes into your CRM. It’s a reliable way to log conversation history so that your sales and account teams can review it within HubSpot's powerful interface.

For support teams that want to maximize HubSpot's capabilities, adding real-time automation can be a game-changer. Modern customer support is about both maintaining a strong system of record and solving issues the moment they happen.

The real value of AI lies in combining these two approaches. If your team is looking to record conversations while also handling common questions automatically and giving agents instant answers, you can build a very powerful stack by leveraging HubSpot's ecosystem.

Ready to see how an integrated AI agent can work with your setup? You can try eesel AI for free and set up your first AI agent in just a few minutes.