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 blind spots, and honestly, is there a better way to connect your support workflow to your CRM?

This guide will walk you through exactly how Thena AI’s summary sync functions. We’ll look at what it does well, where it falls short, 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 go-to CRM platform for countless businesses, helping them manage everything from marketing and sales to customer service. At its heart, HubSpot is all about creating 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 static 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 isn’t happening in real time. It’s on a delay.

• 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 small but important detail: these summaries only get attached to deals that are in an active pipeline stage. They won’t show up on deals that are already marked "Closed won" or "Closed lost."

What’s in the summary?

The summaries are more than just a block of text. Thena’s AI tries to pull out structured information to give you a bit more context at a glance.

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, but not exactly a one-click affair.

Beyond summary syncs: The full integration

The integration does a little more than just sync summaries, and it’s good to understand the whole picture to see where the gaps are.

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.

Drawbacks of the one-way sync

While having summaries in your CRM sounds useful, the way this integration is built creates some real-world headaches for support teams that need to be quick on their feet.

• It’s a one-way street: Information mostly flows in one direction: from Thena to HubSpot. As one user noted in a review on the HubSpot App Marketplace, the integration doesn’t have a true two-way sync. This means your support agent in HubSpot can read a summary of a Slack chat, but they can’t jump in and reply to the original thread from where they are. It’s more of a logging tool than a true communication bridge.

• Your data is always playing catch-up: The sync runs on a schedule, which can be every 4, 8, 12, or even 24 hours. In the world of customer support, a 24-hour delay is an eternity. The information your account managers are looking at in HubSpot could be a full day old. If a customer has an urgent problem, a summary note that appears tomorrow doesn’t help you solve it today.

• The information is static: The AI summary is just a "Note" in the activity feed. It’s a snapshot frozen in time. It doesn’t update if the conversation continues, and you can’t use it to kick off any real-time workflows or automations in HubSpot. It’s a record of what happened, not a tool to help you act on it right now.

A better alternative: Real-time actions

Static summaries are fine for keeping records, but they don’t help your agents solve problems faster or automate repetitive tasks. The real promise of AI in customer support isn’t just about writing notes; it’s about taking action.

What you really need is an integrated AI agent

The ideal AI tool doesn’t just log data after the fact. It should act as a real-time assistant, working inside the tools your team already relies on. This is the whole idea behind eesel AI. Instead of just pushing delayed summaries, eesel AI works directly within your helpdesk to provide instant, actionable help.

• Go live in minutes, not months: Forget about booking demos and sitting through long onboarding calls. With eesel AI, you connect your helpdesk with a single click and can have a working AI agent running in minutes. It’s a self-serve platform built to get you up and running fast.

• Bring all your knowledge together: Thena’s summaries are based on Slack chats. But what about all the other places your company knowledge is stored? eesel AI connects to everything, from your past support tickets to internal wikis in Confluence and shared guides in Google Docs. This gives it the context to provide answers that are far more accurate and complete.

An infographic showing how eesel AI connects to various knowledge sources, a better alternative to how Thena AI summaries sync with HubSpot.

From passive notes to active workflows

Let’s walk through a common support scenario to see the difference.

With Thena, you might get a note in HubSpot tomorrow morning letting you know that a customer was asking about their order status in Slack yesterday. It’s good information for the account manager to have, but the moment to actually help has passed.

With eesel AI, the workflow is completely different and happens in real-time:

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 with one click or, if you’ve set it up that way, resolves the ticket all by itself.

4. While it’s doing that, it can also tag the ticket as "Order Status," update its priority, and close it out, keeping your helpdesk tidy.

That’s the difference between passive reporting and active, intelligent automation. One gives your team a list of things that happened; the other actually gets the work done.

This workflow illustrates eesel AI's real-time support automation, an active process compared to how Thena AI summaries sync with HubSpot.

Pricing comparison: Thena AI vs. eesel AI

Cost is always part of the conversation, and the two platforms have very different approaches to pricing.

Thena AI pricing

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

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

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

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

eesel AI pricing

eesel AI’s pricing is based on AI interactions, not the number of people on your team.

• 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 powerful features like training on past tickets and creating your own custom API actions.

The biggest difference here is that eesel AI’s pricing doesn’t punish you for growing your team. Your costs are predictable and scale with how much you actually use the AI, not with your headcount.

From summary sync to true automation

So, how do Thena AI summaries sync with HubSpot? They send a delayed, one-way copy of AI-generated notes into your CRM. It’s a decent way to log conversation history so sales and account teams can review it later.

But for any support team that needs to move quickly, the scheduled sync and one-way data flow are major hurdles. Modern customer support is about solving issues the moment they happen, not just logging them after the fact.

The real value of AI lies in real-time, actionable automation that fits right into your existing workflow. If your team is looking to do more than just record conversations, and you want to actually cut down on resolution times, handle common questions automatically, and give your agents instant answers, it might be time to look beyond a simple summary sync.

Ready to see what a truly integrated AI agent can do for your team? You can try eesel AI for free and set up your first AI agent in just a few minutes.