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I explained it to the robot six times

October 28, 2026

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If you've ever been handed from a bot to a person and had to explain it all over again, you already know what handoff summaries are for.

I've never worked as a support rep, so I read these HubSpot updates as someone who has received support. It's really frustrating: you explain the problem to a robot, get connected with a human, and start over. "I explained it to the robot like six times. That's why I'm here."

Per HubSpot's update, one reason for the summaries is to avoid asking customers to repeat themselves.

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