Set up customer agent voice

Last updated: September 16, 2026

Available with any of the following subscriptions, except where noted:

Sales Hub Professional, Enterprise
Service Hub Professional, Enterprise

HubSpot Credits required

Please note: if you're a Super Admin, you can opt your account into the Customer agent voice beta.

Please note: you can manage AI feature access in your AI settings and configure what data is shared. Review HubSpot's AI Trust FAQs and AI Model Cards for detailed information on AI security controls, data use, and compliance.

Customer Agent Voice brings the customer agent to your calling channel. When a caller dials your HubSpot-provided phone number, the agent handles the conversation using your connected knowledge sources and CRM data, then transfers to a human rep when needed. This reduces the volume of calls that require a live rep and gives your team more capacity for complex, high-value interactions, including after-hours calls.

Before you get started

Understand requirements

You must have HubSpot credits to use Customer Agent Voice. Billing begins Sept. 16, 2026. Learn more about HubSpot credits.
You must create a customer agent before connecting it to a calling channel.
You must have a Help Desk calling channel or Conversations Inbox calling channel set up before connecting Customer Agent Voice.

Understand limitations & considerations

Customer Agent Voice handles inbound calls only. Outbound calling is not supported yet.
The credit limit configured for the customer agent applies across text-based and voice channels. You can't set a separate limit for Customer Agent Voice.

What Customer Agent Voice can do

The following capabilities are available in the current public beta:

Inbound call handling: receive and manage inbound calls through your HubSpot calling channel.
Automatic ticket creation: every call automatically creates a ticket in Help Desk or Inbox.
Real-time Q&A: the agent answers caller questions using your connected knowledge sources.
Live agent handoff: transfer calls to a human rep or route to your IVR when needed, with transfer summaries.
Customizable greeting: set a default welcome message for callers.
Call transcript with speaker ID: full conversation transcript with multi-participant speaker identification.
Conversation ownership tracking: see whether the customer agent or a live rep owns the ticket at any point.
CRM data integration: the agent can read and write contact properties during a call.
Voice selection: choose from 25+ AI voices, including multilingual options.
Coverage controls: set the percentage of inbound calls Customer Agent Voice handles so you can start small and scale up.

Set up Customer Agent Voice

Use the following sections to set up Customer Agent Voice:

Step 1: Set up your customer agent

Follow the steps in Create a customer agent to configure your agent.

In the Manage tab, configure the following settings:

Agent identity: set the voice tone and personality of your agent.
Knowledge sources: connect knowledge bases, websites, and other sources. These are critical for accurate call handling. See supported knowledge sources below.
Actions & handoff: these settings don't apply to calling channels. Handoff for voice is managed through your calling channel settings.

Step 2: Connect a calling channel

You must have a Help Desk calling channel or Conversations Inbox calling channel set up before completing this step.

In your HubSpot account, click More, then navigate to Service > Customer Agent. If More doesn't appear in your account, navigate to Service > Customer Agent directly.
In the left sidebar, click Channels.
In the top right, click Deploy agent.
In the Channel selection right panel, click the dropdown menu, and select a Help Desk or Conversations Inbox channel.
Click Deploy.

Please note: you don't need to configure a separate handoff setting here. Customer Agent Voice routes transfers based on the hours and teams or reps already assigned to your calling channel in Help Desk or the Conversations Inbox.

Step 3: Set up brand voice (optional)

Follow the steps in Set up brand voice using AI to configure brand voice. While this step isn't required, it improves the accuracy and consistency of the agent's responses by grounding them in your company's tone, messaging, and brand guidelines.

Supported knowledge sources

Customer Agent Voice can answer caller questions using the following knowledge sources:

HubSpot knowledge base
Website URLs
Landing pages
Short answers (manually authored Q&A)

Language and voice support

Customer Agent Voice supports 9+ languages and 29+ voices. After the welcome message, the agent detects the caller's language and responds in it.

To configure your preferred language:

In your HubSpot account, click More, then navigate to Service > Customer Agent. If More doesn't appear in your account, navigate to Service > Customer Agent directly.
In the left sidebar, click Identity.
Click the dropdown menu and select your language.

To select voice options:

In your HubSpot account, click More, then navigate to Service > Customer Agent. If More doesn't appear in your account, navigate to Service > Customer Agent directly.
In the left sidebar, click Channel settings, then select the Voice tab.
Click the dropdown menu and select your voice options.

Set up a welcome message

Set up a welcome message to begin Customer Agent calls. The agent speaks the message in the language you selected in your Identity.

In your HubSpot account, click More, then navigate to Service > Customer Agent. If More doesn't appear in your account, navigate to Service > Customer Agent directly.
In the left sidebar menu, click Channel settings, then select the Voice tab.
Write your welcome message in the text box.

How call handoff works

Voice calls are synchronous, so a handoff either happens during the call or it doesn't. There's no asynchronous handoff (where a human picks up a conversation hours later) as exists in chat or email channels.

When Customer Agent Voice determines a transfer is needed, it routes the call based on:

The teams and reps assigned to your Help Desk or Inbox calling channel.
The hours of operation configured for that channel.

If no live agents are available (for example, after hours), the call routes to the voicemail configured for your calling channel. IVR handoff is also supported. The agent can transfer calls into your existing IVR routing tree.

FAQs

What's the difference between Customer Agent Voice and a regular customer agent?

Customer Agent Voice is the calling channel for the customer agent. A regular customer agent handles text-based conversations (live chat, email). Customer Agent Voice applies the same AI-powered capabilities to phone calls, using your knowledge sources to answer questions and handing off to a live rep when needed. Setup and knowledge sources are shared; the channel is different.

Do I need a separate phone number?

No. Customer Agent Voice connects to your existing HubSpot calling channel, the same number already set up in your Help Desk or Inbox. You don't need to provision a new number.

Can I control what percentage of calls Customer Agent Voice handles?

Yes. Coverage controls let you set the percentage of inbound calls routed to Customer Agent Voice. You can start with a smaller percentage (for example, 20%) to test the agent before scaling up.

How does billing work? Am I charged if the call is transferred to a human rep?

You're charged for the minutes Customer Agent Voice is active on the call, including the portion before a transfer. Once the call is handed off to a live rep, you're no longer charged for agent minutes. Call duration rounds up to the nearest whole minute.

Can I set credit limits specifically for Customer Agent Voice?

No. The credit limit configured for the customer agent applies across text-based and voice channels. You can't set a separate limit for Customer Agent Voice.

What happens to calls outside of business hours?

Customer Agent Voice can handle calls 24/7. Outside of business hours, if the agent determines a live transfer is needed, the call routes to the voicemail configured for your calling channel.

Can I use Customer Agent Voice for sales calls or lead qualification?

The current public beta is optimized for inbound support use cases, including Tier 1 support deflection and after-hours coverage. Lead qualification is in development and planned for a future release.

Can Customer Agent Voice read or update CRM information during a call?

Yes. The agent can read and write contact properties in HubSpot CRM during a call (for example, look up caller information or update a field based on the conversation). Set this up in the Permissions tab in the customer agent. More advanced CRM actions and external system integrations are on the roadmap.

What voice options are available?

You can choose from 25+ AI voices when configuring your agent, including multilingual options. Learn how to select a language and voice.

How do I test Customer Agent Voice before going live?

Use the customer agent tester to interact with the agent before deploying it to a live calling channel. This lets you validate knowledge source responses and agent behavior without exposing the agent to real callers.

How does Customer Agent Voice handle callers who speak a different language?

After the welcome message, the agent detects the caller's language and responds in it. For the switch to happen without delay, add the language. If the language isn't in your identity settings, the agent asks the caller to confirm before switching.

Does Customer Agent Voice work with third-party phone systems?

Call forwarding is available. You can forward phone numbers from a third-party phone system to Customer Agent Voice.

How does call transfer work?

Customer Agent Voice handles the call first. When a transfer is needed, it routes the call to a human agent based on the hours and team assignments in your calling channel. Once a human agent takes the call, that agent owns the conversation.

What happens if no human agent is available when a transfer is needed?

Customer Agent Voice creates a ticket for every call. If no human is available at the time of transfer, the ticket is routed to Help Desk for follow-up.

Does the transcript appear on the ticket after a call?

Yes. Customer Agent Voice creates a transcript for every call and attaches it to the ticket in Help Desk or Inbox. Call recordings are also captured. Access both from the ticket record after the call ends.

How do I monitor performance?

Voice-specific performance data is available under Customer Agent Calling Reports. In your HubSpot account, click More, then navigate to Service > Customer Agent. If More doesn't appear in your account, navigate to Service > Customer Agent directly. In the left sidebar menu, click Reports. At the top, click the Calling tab. Performance data will appear. Learn more about analyzing customer agent performance.

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