Set up the customer agent

Set up a customer agent powered by Breeze, HubSpot's AI, to automatically respond to customer questions using your existing content. This lets the rest of your support team focus on more complex cases.

Once assigned to your support channels, the customer agent responds to customer questions using contextual knowledge and a conversational tone. For example, customers can ask the agent about product offerings or get help resetting their password.

Based on its confidence levels, the customer agent will either generate a response backed by a verifiable source, ask follow-up questions to clarify the visitor’s request, or reassign the conversation to a human agent.

Please note: avoid sharing any sensitive information in your enabled data inputs for AI features, including your prompts. Admins can configure generative AI features in account management settings. For information on how HubSpot AI uses your data to provide trustworthy AI, with you in control of your data, you can refer to our HubSpot AI Trust FAQs.

Before you get started

Before you begin working with the customer agent, learn more about how the agent works, including its requirements, limitations and considerations.

Create the customer agent

Please note: while you can edit or pause the agent at any time, once a customer agent is created, it can’t be deleted.

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Click Set up your agent.
   • In the Agent name field, enter a name for the customer agent.
   • Click the Personality dropdown menu and select an option for how the customer agent sounds and behaves in conversations. You can choose from the following options: Friendly, Professional, Casual, Empathetic, or Witty. If you've set up brand voice, you can also select Use my brand voice so the customer agent adopts the configured voice.

3. Click Next.
4. On the Content page, select the content the customer agent uses to answer questions. Learn more about best practices for adding content sources.
   • Click the Add existing HubSpot content dropdown menu and select the checkbox next to each type of HubSpot content you want the customer agent to use: knowledge base articles, website pages, landing pages, and blogs.
   • To use an existing file or upload a file, click Choose files in the Add files section. In the right panel, search for and select an existing file, or to upload a new file, click Upload.

6. • To sync the customer agent with an external URL, enter a URL in the Public URL field

6. • 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.

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

Configure the customer agent

After creating your customer agent, complete the following steps to configure and deploy it.

Define the customer agent

Define the customer agent’s identity, including its name, avatar, and personality. You can also grant the agent permissions to access and update properties in your CRM.

• Manage the customer agent’s identity
• Configure customer agent permissions to access and update CRM data

Train the customer agent

Add and manage the content sources your customer agent uses to answer questions, set up actions it can perform (such as resetting a password), establish guidelines for how it should respond, and customize its handoff process.

• Add and manage the customer agent's content sources
• Set up actions for the customer agent
• Set up actions to qualify leads
• Set guidelines for the customer agent
• Set up and customize the customer agent handoff process

Test the customer agent

After creating and configuring the customer agent, test how it responds to questions and performs actions before deploying it to live channels. 

Please note: previewing and testing the customer agent does not use HubSpot Credits.

1. In your HubSpot account, navigate to Service > Customer Agent.
2. In the top right, click Test [agent name].
3. To select the channel for previewing the agent's behavior, click the email Email or messages Live Chat icon.
4. To select pre-populated questions to ask the customer agent, click Test questions, and select a question. You can also enter a custom question in the chat widget.
5. To test how the customer agent performs actions, click Actions and select an option. For example, you can see how the customer agent responds to a request to book a meeting.
6. In the right panel, review Testing Insights, such as why the agent responded a certain way, which triggers were activated, and what sources it cited. You can also rate the agent's reply by clicking the thumbs up or thumbs down icon.
7. To improve a response, click Improve response. In the top right, use the dropdown menu to choose how the agent should respond. For example, you could add a handoff trigger or create a short answer. Learn more about knowledge gaps.

Deploy the customer agent

Deploy the customer agent to the channels, workflows, or bots where it will interact with customers. Configure channel settings and use the agent to generate reply recommendations in help desk.

• Deploy the customer agent to channels

• Manage messaging and email channel settings

• Deploy the customer agent to workflows or bots
• Use reply recommendations

Analyze the customer agent

Review how the customer agent performs over time, detect knowledge gaps, and understand which sources are used most frequently to improve accuracy and coverage.

• View performance reports and metrics

• Identify and address knowledge gaps

• Analyze content source performance