Troubleshooting HubSpot · Take-home resource

The AI Access page, decoded

There are more toggles here than you'd think, and the combinations matter. This walks through what each one does, so you can decide what to leave on, what to turn off, and what that actually affects. Everything here was tested in a real portal, not pulled from the docs.

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AI Access

AI settings apply to everyone using AI tools and features in your account.

▾Give users access to generative AI tools and features

Allow all users to access tools and features that use generative AI.

Access to specific data categories
What generative AI is allowed to look at.
↩ still off

CRM data

Contacts, companies, deals, tickets, notes.

↩ still off

Customer conversation data

Call transcripts, emails, chats.

↩ still off

Files data

Files in the files & documents tools.

Give users access to Breeze Assistant

Allow all users to use Breeze Assistant.

⚠ Turned off too — separate card!

AI Model Training

Off by default. Independent of everything above.

Troubleshooting AI

AI Access Settings → AI

Toggle 01 — The master switch

One switch,
three gotchas.

  • 1Turn it off and everything below turns off too, including "Give users access to Breeze Assistant," which isn't even in the same box. So that's a little confusing.
  • 2Turn it back on and they don't come back. CRM, conversation, and files stay off, so whatever mix you had, you've lost it. That's more confusing.
  • 3And if the section's collapsed when you do it, you can't even see they reset. That's the one that'll actually bite you.
Click the master toggle, turn it back on, then collapse the arrow. Watch the data toggles.

Toggle 02 — CRM data

It still writes the email.
It just knows nothing.

Ask Breeze to draft an email with CRM data off and you'll get something pretty generic. Turn it on and it pulls in her role, her company, her history, and works that into the draft. Same ability to write; very different information behind it.

TemplatesSequencesDocuments
ToPriya Raghavan
SubjectQuick introductionConsolidating quoting & renewals before Q4

Hi Priya,

I wanted to introduce what we do — we help teams work more efficiently, and I'd love to show you how.

Would you be open to a quick chat? Best, [Your Name]

Hi Priya,

I saw you're VP of Revenue Operations at Northwind Logistics. Teams juggling a CRM, a separate quoting tool, and spreadsheets for renewals feel it most heading into Q4 planning — so I wanted to reach out.

We help RevOps leaders fold those into one workflow, with multi-team dashboards and quote approvals.

Worth a short call before your six-week evaluation window closes? Best, Kyle

It still uses her name either way. Breeze can always see the page you're on, so even with the toggle off it grabs whatever's visible, off the record or the "To" line. It's a scrappy little problem solver.
BI🔗Send
Toggle CRM data in the panel to insert / remove the personalization.

Toggle 03 — Customer conversation data

Off, but it can still
read the page you're on.

This gates background access to transcripts and timelines. But Breeze can always read whatever's on the page in front of you. So turn it off, then change where you're standing and ask the same question.

Breeze Assistant
When did I last talk to this contact?
…
Conversation data is off here. Switch where you're standing and watch the answer change.

Toggle 04 — Files data

The quietest toggle.

Most of what this does is invisible. With it on, HubSpot reads the files in your file manager and writes a description and keyword tags for each one. Search "pictures of cats" and you'll actually get the cats, even if the file's named reddit-download-1234. Turn it off and the only data is the data you give it.

Files & documents
Q3-forecast.pdffinanceforecastQ3— fill in manually
reddit-download-1234.jpgcatwindowsillsunlit— fill in manually
brand-guidelines.pdfbrandstyle guide— fill in manually
Note: turn it off and files you already tagged keep their tags. And a file you attach to a chat still works, since that's input you handed it. This governs files stored in the tools.
Toggle Files data to turn AI tagging on and off.

Toggle 05 — Breeze Assistant

The button vanishes.
The "/" doesn't.

This one's specifically the Breeze Assistant sidebar, the button in the top nav. Turn it off and that button disappears; users can't open the assistant at all. But your other AI stays intact. The slash menu in the email composer still drafts for you, and the only thing that removes that is the master switch up top.

SearchHelpSettings✦ Breeze Assistant
Type "/" to ask Breeze Assistant to generate a draft…
Still here. Only the master switch kills the slash menu. You can also restrict Breeze Assistant per user in Settings → Users & Teams.
Toggle Breeze Assistant and watch the nav button disappear, while the "/" stays.

Toggle 06 — AI Model Training

This one's up to you.

It's a privacy choice, not a feature switch. Turning it off never costs you a single AI feature. On, HubSpot may use your data to improve its own models: some tuned just to you, some that help every customer.

Your records stay yours

They're never shared with other customers or stored inside the model, and the outside AI providers never train on your data at all.

Portal has sensitive-data protection
Training toggle: free to set
Flip sensitive-data protection on and the Model Training toggle locks. How HubSpot uses your data to train its models →
Customer Agent
Can you update my phone number?
Sure, let me pull up your account…
Sorry, I can't reach your account right now. Please try again later.
CRM data off

A worked example

Why won't my agent
do its job?

Someone built Customer Agent an action to read and update contact info. It's published. A customer asks, and this is the call you'll get.

Symptom: Customer Agent fumbles an action

The action exists and it's published, but every time a customer asks, the agent tries and fails. Even the person who built it can't get it to run, with no explanation why.

Cause: CRM data is off

With it off, granting the agent property access throws a clear error, but nothing stops the action being built or published. So the agent believes it can do this, and keeps trying.

Fix: Turn CRM data back on

You don't touch the action or any setting inside the agent. Flip the one toggle and it works from then on.

Take this with you

When AI misbehaves, start here.

Symptom
Likely cause
Fix
AI features vanished for everyone
Master switch is off
Turn it back on — then re-enable the three data toggles by hand (they don't come back).
Breeze Assistant is gone from the nav
Breeze Assistant toggle off (or master off)
Re-enable in Settings → AI. Check per-user access in Users & Teams.
The "/" draft option disappeared
The master switch is off
Only the master removes the slash menu. Turn generative AI back on.
An agent won't run an action you built
The data category it needs is off
Enable CRM / conversation data. The builder won't warn you.
Drafts & replies ignore the record
CRM / conversation data off
Turn on the relevant data category.
Works on a record, fails from the index page
Data off; on the record it just read the screen
Enable the data category for real background access.
AI file tagging stopped
Files data off
Enable Files data (manual chat uploads are unaffected).
A toggle change "didn't work"
Stale page
Refresh — settings changes need a reload to show.