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 chatflows 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 will re-assign the conversation to a human agent. 

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 live chat created and connected to the conversations inbox or help desk workspace. Learn more about how to create a live chat.
• Only users with Chatflows permissions can create and edit 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 Breeze AI > Customer agent.
• In the upper right, 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.
    
    
    
• 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 sync your customer agent with an external URL, enter a URL in the Public URL field. 

  Please note: private content cannot be imported as content sources. 

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

Assign your customer agent to a chatflow

Once you've selected the content source for your customer agent, you can assign it to any of your chatflows.

If you don't have a chatflow with live chat created, you'll need to create a chatflow with live chat and connect it to the conversations inbox or help desk workspace.

• Navigate to Breeze AI > Customer Agent. 

• Navigate to the Overview tab. 

• Click Assign agent. 
• On the Channels tab, click Assign agent next to the chatflow. You can click a channel’s name to edit or turn on the chatflow prior to assigning an 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. To update the transfer settings, in the dialog box:
  • Click the If the AI can’t answer, assign to dropdown menu to select which users or teams will 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.

• • Click Assign agent.
    
    
• Click Next.

Preview & Publish

After configuring your customer agent, you can follow the steps in this article to further customize your live chat and add it to your website pages.

When you're done setting up your live chat, in the top right, click Preview to review the responses your customer agent will generate. Toggle the switch on to add it to your website pages.

When your customer agent is assigned to a chatflow that is live 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 will respond to the visitor and provide relevant sources. If the agent doesn’t know the answer, it will 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 

After your customer agent has been created, you can test it, edit its content sources, re-sync URLs, and assign or remove it from live chatflows. 

Test your customer agent 

• In your HubSpot account, navigate to Breeze AI > 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. 

Edit content sources

To add a content source:

• In your HubSpot account, navigate to Breeze AI > Customer agent. 
• Navigate to the Content tab.
• To add a content source, click Add content in the top right. Then, select an option:
  • To sync HubSpot content or import public URLs, select HubSpot content & links. 
    • Click the Sync HubSpot content dropdown menu and select HubSpot content. You can sync knowledge base articles, website pages, landing pages, and blogs. 
    • In the Import public URLs field, enter a public URL. 

• • • Click Add.
  • To use an existing file or upload a file, select Files. In the right panel, search for and select an existing file or to upload a new file, click Upload.
  • To create a short answer, select Short Answer. In the right panel, use the text boxes to edit the question or answer. Then, click Save.

Please note: The customer agent will be automatically re-synced if any updates are made to synced knowledge base articles. Other content sources are not automatically re-synced and must be updated manually by re-importing the URL.

To remove a content source: 

• In your HubSpot account, navigate to Breeze AI > Customer agent. 
• Navigate to the Content tab.
• In the left sidebar, select a source (E.g., Knowledge Base or Website)
• In the table view, select the checkbox next to the source you want to remove, then click Remove as source.

To edit a short answer: 

• In your HubSpot account, navigate to Breeze AI > Customer agent. 
• Navigate to the Content tab.
• In the left sidebar, click Short answer. 
• Click the name of the answer you want to edit.
• In the right panel, use the text boxes to edit the question or answer. 
• Once you're done, click Save. 

Manage live chatflows the customer agent is assigned to

• In your HubSpot account, navigate to Breeze AI > Customer agent. 
• Navigate to the Channels tab.
• To assign the agent to a live chatflow, click Assign agent.
• To remove the agent from the live chatflow, click Unassign agent.
  
  

• To edit the chatflow’s routing rules, click Edit routing. In the dialog box:
  • Click the If the AI can’t answer, assign to dropdown menu to select which users or teams will 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.
• Click Save. 
• Click Assign Agent. 

Configure your customer agent's settings 

Edit your customer agent's profile and customize hand-off messages.

Edit your customer agent’s profile

To edit your customer agent profile: 

• In your HubSpot account, navigate to Breeze AI > Customer Agent.
• Navigate to the Configuration tab. 
• In the Agent 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.

Customize hand-off messages

You can customize the messages visitors see when they're transferred to your team, or if your team is unavailable. To edit your customer agent's hand-off messages: 

• In your HubSpot account, navigate to Breeze AI > Customer Agent.
• Navigate to the Configuration tab. 
• In the left sidebar menu, click Hand-off. 
• In the Availability Messaging section, use the text boxes to enter a message to display when your team is available, away, at max capacity, or outside of working hours. 
• In the Triggers section (BETA), use the text box to enter a word or phrase that will trigger a hand-off. You can add multiple words or phrases, separated by a comma. For example, Cancellation, refund. 

Analyze your customer agent's performance

The Performance tab displays a high level overview of how your customer agent is performing and identify and address any knowledge gaps.

View reports

You can track key metrics, including the total number of resolved and deflected conversations, the number of conversations escalated to a human, agent workload and query volume, and the count of unanswered questions.

• In your HubSpot account, navigate to Breeze AI > Customer Agent.
• Navigate to the Performance tab.

• Conversations Resolved: the count of customer issues resolved by the customer agent over time.

• Conversations Deflected: the count of conversations deflected by the customer agent over time.

• AI to Human Handoff: the count of handoffs from the customer agent to human agents over time.

• Agent Workload: the count of conversations or tickets assigned to the customer agent over time.
• Unanswered Questions: the count of questions the customer agent couldn’t answer.
  
  

View knowledge gaps

You can view a list of questions your customer agent could not answer, helping you identify knowledge gaps. You can then add responses to address and resolve these gaps.

• In your HubSpot account, navigate to Breeze AI > Customer Agent.
• Navigate to the Performance tab.
• In the left sidebar, click Knowledge gaps. 
• In the table, view the topic, number of conversations, and when the last conversation took place. 
• To view more information, click the Topic. Here, you can see the exact question asked, a link to the corresponding ticket, and the date.
• To create an answer for the question, click Create an answer in the top right:
  • In the right panel, you can edit the question and enter an answer. 
  • To preview the answer, click Preview. 
  • To create the answer, click Create. Once created, your answer can be found in the Short answer sidebar on the Content tab. Learn more about editing short answers.