HubSpot AI summarize records: A complete overview for 2025

It feels like every business is under pressure to adopt AI, especially inside the tools we use every single day, like HubSpot. But if you’ve spent any time on forums like Reddit, you’ve probably seen the mixed reviews. Some people find the native AI features genuinely useful, while others feel like they’re just getting "AI glitter", shiny features that look cool but don’t have a real impact.

This post is for anyone trying to figure out where HubSpot AI Summarize Records fits into that picture. We’re going to take an honest look at what it is, how it works, and what it’s supposed to do. More importantly, we'll dig into the limitations that growing teams often hit when they try to rely on it for real work.

What is HubSpot AI Summarize Records?

So, what are we talking about here? Essentially, HubSpot AI Summarize Records is a feature baked into the platform (you might see it called Breeze AI or CoPilot) that creates quick summaries of your CRM records. Think contacts, companies, deals, and support tickets.

The goal is to save your sales, marketing, and service teams from having to manually dig through long histories. Instead of reading every note, email, and call log to get up to speed, they can just glance at a summary and get the gist. This tool pops up in a few different ways: as a permanent summary card on a record, as a summary you can request on the spot, or as a step you can add to an automated workflow.

How it works: Key features

To really get a feel for what this feature can (and can't) do, it helps to understand the three main ways you’ll interact with it.

The Breeze record summary card

This is the one you'll probably see most often. It’s a little AI-generated summary that lives as a card right on your record views. It pulls together a brief overview of the record's recent activities, notes, and who owns it.

According to HubSpot’s own documentation, this summary is generated automatically, and you can’t customize it. That means its usefulness is completely dependent on how much good data your team logs in HubSpot. If your team lives and breathes in the CRM, it can be a handy snapshot. But if important context is stored somewhere else, this card might not be telling the whole story.

On-demand summaries with Breeze assistant

You can also ask for a summary manually. By clicking "Summarize" from a record's action menu, you open up the Breeze Assistant panel. This summary is usually a bit more detailed than the static card, often including a table with key info like lifecycle stage, owner, and last activity date, plus a paragraph pulling from recent notes.

This is great for a quick catch-up on a specific deal or ticket, but it’s a reactive tool. Your team has to remember to click the button every time they need context, which doesn’t always scale well when things get busy.

Automated summaries in workflows

For fans of automation, this is where things get a bit more interesting. HubSpot’s workflow builder has a "Summarize record" action that lets you generate a summary automatically based on a trigger. For example, you could set up a workflow to create a summary whenever a deal moves to the "closing" stage or a high-priority support ticket comes in.

As some HubSpot consultants have noted, you can then pass that summary to other steps in the workflow. You could automatically send it in an internal email or a Slack notification to the account owner. It’s a pretty neat way to keep everyone in the loop, but again, the quality of that summary is totally limited to what the AI can see inside HubSpot.

Limitations of HubSpot AI Summarize Records

While HubSpot's summarization features are a convenient starting point, many teams find themselves hitting a wall, especially as their support and sales operations grow. The core issues usually come down to where the AI gets its information and how much say you have over what it does.

Limited knowledge sources create information silos

The biggest weakness of HubSpot's AI is that it only learns from data that lives inside HubSpot. It can see CRM properties, notes, and logged activities, but that’s pretty much it.

For most companies, the truly important customer knowledge is scattered all over the place. You’ve got internal wikis in Confluence or Notion, technical specs in Google Docs, quick troubleshooting chats in Slack, and years of detailed solutions in help desks like Zendesk or Freshdesk. HubSpot’s AI is blind to all of that. This results in summaries that are often superficial and miss the deep context your team actually needs. It can't answer a detailed "how-to" question if the answer is buried in a Google Doc.

This is a stark contrast to modern AI platforms like eesel AI, which are built specifically to connect all that scattered knowledge. eesel AI links up with your other sources, Confluence, Google Docs, past tickets, and more, to provide summaries and answers that are based on your company's complete knowledge base, not just what's logged in the CRM.

This infographic shows how eesel AI connects with multiple knowledge sources, unlike the siloed approach of HubSpot AI Summarize Records.

Lack of customization and control

HubSpot gives you very little control over the AI's tone, personality, or even the information it decides to include in a summary. The output is generic, and you can’t tweak it to focus on what really matters to your team.

You also can't tell the AI to take specific actions based on its summary, other than the basic workflow steps. There’s no way to write custom prompts to guide the AI on how to handle different types of records or questions. It's a one-size-fits-all approach that doesn't quite fit everyone.

This is a key difference with a tool like eesel AI, which has a fully customizable workflow engine. With eesel AI, you get a powerful prompt editor to define the AI's exact tone and persona. You can also create custom actions, like looking up live order data in Shopify via an API or escalating a ticket with a specific tag. This gives you fine-grained control that makes the AI work the way your business actually works.

A screenshot of the eesel AI interface, where users can set up custom rules and prompts, a key differentiator from HubSpot AI Summarize Records.

No way to test or simulate with confidence

With HubSpot's built-in tools, there's no sandbox or simulation mode. You have to build your workflow, switch it on, and hope for the best with live customer data.

This "build and pray" approach makes most teams understandably nervous about automating anything beyond simple internal notifications. There's no way to predict the quality of the summaries at scale or catch problems before they affect your team's workflow or, even worse, a customer.

This is another area where a dedicated solution really stands out. eesel AI includes a powerful simulation mode that lets you test your AI setup on thousands of your past tickets. You can see exactly how it would have responded, giving you precise forecasts on its performance and resolution rates before you ever turn it on for customers. This lets you roll out automation without the guesswork.

The eesel AI simulation mode, which allows teams to test their AI setup before deployment, a feature missing from HubSpot AI Summarize Records.

Pricing for HubSpot AI Summarize Records

Alright, let's talk money. Understanding the cost of HubSpot's AI is important, because these features aren't on every plan and can come with extra fees based on usage.

Generally, HubSpot AI Summarize Records and other AI tools are included in the Professional and Enterprise tiers. Getting access to them means a pretty significant investment.

Hub	Professional Tier (Starts at)	Enterprise Tier (Starts at)
Marketing Hub	$800 / month	$3,600 / month
Sales Hub	$450 / month	$1,500 / month
Service Hub	$450 / month	$1,500 / month

On top of these monthly costs, HubSpot often has one-time onboarding fees that can run into the thousands (for example, $3,000 for Professional and $7,000 for Enterprise on the Marketing Hub).

It’s also important to get your head around the "HubSpot Credits" system. Some AI actions, like the Breeze data agent in workflows, use up these credits, which can make your costs hard to predict. For example, the Breeze Customer Agent costs 100 credits per conversation. If you have a busy month, your AI bill could be a lot higher than you expected. HubSpot’s tools are powerful, but they definitely come at a premium.

The verdict: Is HubSpot AI Summarize Records enough?

So, where does that leave us? HubSpot's AI summarization is a decent entry-level feature for teams who are all-in on the HubSpot ecosystem and just need basic overviews for internal use. If you're already paying for a high-tier plan, it's a convenient add-on.

However, the downsides are pretty big. The AI operates in a silo, cut off from your most valuable knowledge. It doesn't have the customization needed for more complex workflows, and it offers no way to test before you go live. For any company whose knowledge is spread across different platforms or that needs an AI to do more than just summarize, it falls short pretty quickly.

Which leads to a simple question: What if you could give your AI assistant access to all your company knowledge, customize its every move, and deploy it with total confidence, all without having to switch your existing tools?

Go beyond HubSpot AI Summarize Records with eesel AI

For teams that have outgrown the built-in limitations of HubSpot, eesel AI is the natural next step. It’s designed to solve the exact problems that platform-specific AI tools create.

Here’s how it’s different:

• Unify your knowledge: Connect to Confluence, Google Docs, Slack, Zendesk, and over 100 other sources in just a few clicks. Give your AI the full picture.

• Gain total control: Use a simple, no-code editor to customize AI personas, prompts, and actions that fit your exact needs. Don't settle for a generic, out-of-the-box solution.

• Deploy with confidence: Simulate your AI on your own historical data to forecast performance and ensure accuracy before you ever press "go."

Best of all, eesel AI integrates seamlessly with the tools you already use, including HubSpot. You get all the benefits of a truly powerful and knowledgeable AI assistant without a painful migration process. You can get started in minutes, not months.

Ready to see what a smarter AI assistant can do for your team? Sign up for a free eesel AI trial or book a demo with our team today.