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Coach the agent, coach the process: customer agent reporting and coaching in Breeze

October 29, 2026

6:41

Improving a customer agent usually means hopping between reports, coaching opportunities, knowledge sources and settings. HubSpot's update says Breeze Assistant now handles customer agent reporting and coaching in one conversation.

Here's how I see it: coaching the agent is "basically indirect coaching about your process."

Then I asked whether you can even build one report that puts customer agent next to every other channel. Trisha Merriam: "I don't know and I don't want to try." My answer was that you shouldn't have to. Ask Breeze.

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The next step

That's the moment. Here is how you make it yours.

Build something realTake what you learned and build something concrete. valuefirstagent.com is where your build becomes a working agent.valuefirstagent.com(opens in a new tab)

And then, the rest of the path:

  1. Join the conversationainativehumans.org(opens in a new tab)
  2. Practice with peersvaluefirstcollective.com(opens in a new tab)
  3. Teach the next personthe Academy