Create and manage customer agents for multiple brands

If you've created brands in HubSpot, create a customer agent for each brand to manage settings independently, including tone, knowledge sources, and configuration. This prevents overlap between brands and provides a specific experience for different audiences.

Use case

Sprocket Supply Co. operates two brands: Sprocket Storefront and Sprocket Wholesale Warehouse Inc. Sprocket Storefront sells sustainable office supplies to individual customers, and Wholesale Warehouse Inc. is focused on bulk wholesale orders for businesses. Instead of using a single agent, they create two customer agents, one for each brand. 

The Retail agent is configured with a friendly tone and trained on content like shipping, returns, and product details for individual buyers. The Wholesale agent uses a more professional tone and is connected to content about bulk pricing, contracts, and account management.

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 another customer agent 

Please note: you must have created brands in HubSpot to create multiple customer agents. 

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

2. In the top left, click the Customer Agent, [Name] dropdown menu. 

3. Click add Create another agent. 
   
   

   

4. In the pop-up box, enter the following information: 

   • 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. (confirm)
   • Click the Brand dropdown menu and select a brand. 
   • In the public URL field, enter a URL your agent can use to answer questions. Learn more about editing and managing customer agent content sources. 
   • 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.
   • Click Create. 

Configure the customer agent 

Once the agent is created, configure its individual settings. 

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

2. In the upper left, click the Customer Agent, [Name] dropdown menu and select the agent to configure.

3. Continue setting up the customer agent.