Create a customer agent

Create a customer agent powered by Breeze, HubSpot's AI, that uses your HubSpot content and public URLs to answer users' questions. The customer agent can then be assigned to one of your channels and will respond to support questions with contextual knowledge and a conversational tone, allowing the rest of your support team to focus on more complex cases and tasks. 

Based on its confidence levels, the customer agent will either generate a response backed by a verifiable source or ask follow-up questions to further clarify the visitor’s request. If the customer agent is still unable to answer the query, it'll re-assign the conversation to a human agent. 

The customer agent will detect the customer's browser language and respond in that language. Learn more about HubSpot's language offerings. 

Please note: don't include sensitive information in your inputs. The customer agent uses artificial intelligence to generate responses and these may contain errors.

Best practices 

When working with the customer agent, it's recommended that you use content sources that:

• Contain common user queries, comprehensive information, and are regularly updated. For example, FAQs and knowledge base articles.
• Use clear headers and subheaders to break down content into sections.
• Include bullet points and lists for easier readability.
• Use simple language and avoid overly complex sentences.
• Incorporate common search phrases that users are likely to use.
• Use variations of common search phrases to improve the accuracy of responses and cover more user search terms.

Necessary disclosure: By using this tool, you agree to comply with OpenAI’s Usage Policies, Content Policy, and Sharing & Publication Policy. You can learn more about the way Breeze features leverage data at behindhubspotai.com.

Requirements

Before you can create and publish a customer agent, the following must be true:

• You must have at least one Facebook, WhatsApp, or Live chat channel created and connected to the conversations inbox or help desk workspace. 
• Only users with Customer agent editor permission can create, edit and manage the customer agent.
• If you’re assigning the customer agent to a chatflow on a website that isn’t hosted with HubSpot, the HubSpot tracking code must be added to your external pages.

Set up your customer agent

• In your HubSpot account, navigate to Service > Customer Agent.
• Navigate to the Customer Agent, then select Launch. 
• Click Create Agent.
• On the General information page, set up your customer agent: 
  • In the Name field, enter a name for your customer agent. 
  • Click the Role dropdown menu and choose from the following options: Customer Support, Marketing Specialist, or Sales Representative.
  • Click the Personality dropdown menu and assign your customer agent a set of traits and behavior. You can choose from the following options: Friendly, Professional, Casual, Empathetic, or Witty.
    
    
    
• Click Next. 
• Choose the content your customer agent uses to answer questions: 
  • Click the Add existing content dropdown menu to select your HubSpot knowledge base articles, website pages, landing pages, and blogs. 
  • To use an existing file or upload a file, select Choose files. In the right panel, search for and select an existing file or to upload a new file, click Upload.
  • To sync your customer agent with an external URL, enter a URL in the Public URL field. 
  • To sync all associated pages on a domain, select the Import related URLs checkbox. All URLs within the domain will be automatically crawled and synced.

• When you have added your content sources, click Create agent in the bottom right.

Assign your customer agent to a channel

Once you've selected the content source for your customer agent, you can assign it to Facebook, WhatsApp or Live chat channels.

• In your HubSpot account, navigate to Service > Customer Agent.

• Navigate to the Assignment tab. 
• In the top right, click Assign. 
• On the Channel selection page, click the dropdown menu and choose whether you want to connect a channel from an inbox or help desk. 
• Click a channel. You can assign the agent to WhatsApp, Facebook or Live chat channels. 

• Click Next. 
• On the Customer Agent Assignment page, select the checkboxes next to the channel accounts you want to assign your customer agent to. 
• Click Next.

• On the Handoff page, you can choose to keep your agent assigned to the conversation or transfer to a human agent. 
  • Handoff to human agent: if your customer agent can’t answer a question, it'll ask the visitor to rephrase the question, or transfer the conversation to a human agent. 
    • Click the If the AI can’t answer, assign to dropdown menu to select the users or teams that'll receive the conversations the customer agent can’t answer: 
      • No one: the conversation will be sent to the Unassigned view in the inbox or help desk for your team members to triage.
      • Specific users and teams: select the users and teams the incoming conversations should be routed to.

Please note: only users with assigned Sales Hub or Service Hub paid seats can be included in your routing rules. Learn more about the additional requirements for automatically routing conversations.

• • • By default, the chat’s avatar photo will be updated to the newly assigned user. If you don’t want to replace the avatar, clear the Update chat heading avatar checkbox.

• • Stay assigned: if your customer agent can’t answer a question, it'll send the configured Handoff unavailable message and remain assigned to the conversation. Learn how to edit your handoff messages. 
• Click Assign.

Preview and test your customer agent

After configuring your customer agent, you can test how your customer agent responds to questions: 

• In your HubSpot account, navigate to Service > Customer Agent.
• Navigate to the Overview tab. 
• You can select a pre-populated example question to ask your customer agent. Or, enter a custom question in the chat widget.
• If the agent is unable to answer a question, you'll be prompted to add more content to improve its knowledge. Learn more about knowledge gaps. 

When your customer agent is assigned to a live chat channel that's on your website pages, visitors can start a conversation with it. When your customer agent responds, they will see Powered by AI within the header of the live chat widget.

If the customer agent knows the answer, it'll respond to the visitor and provide relevant sources. If the agent doesn’t know the answer, it'll ask the visitor to rephrase the question or transfer the conversation to a human agent. If the visitor doesn't reply within 24 hours, the chat will automatically close. 

Manage your customer agent