Deploy the customer agent to channels

Once you've created, defined, trained, and tested the customer agent, you can assign it to Facebook, WhatsApp, calling (BETA), live chat, or email channels. The agent will be assigned to any new incoming conversations routed to those channels during its working hours. It’ll handle customer inquiries based on the content sources it was trained on, as well as its configured actions or guidelines.

For example, you can assign the agent to a live chatflow on your website, where it can serve as the first point of contact and answer customer questions. If the agent is unable to resolve a query, it'll reassign the conversation to a human agent according to your configured handoff process.

You can also turn off the customer agent at any time to prevent conversations from being routed to it.

Before you get started

HubSpot Credits 

HubSpot credits are required to deploy the customer agent to channels. The customer agent consumes HubSpot Credits for each separate conversation. Learn more about how customer agent uses HubSpot Credits.

Best practices

• Before deploying the agent, ensure that you have:
  • Defined the agent’s identity and permissions.
  • Configured actions and guidelines.
  • Trained the agent using content sources that follow best practices.
  • Set up handoff triggers to route conversations to a human agent when necessary.
  • Previewed and tested its responses.

• You can deploy the agent to a single channel and analyze its performance before expanding to additional channels. This allows you to review escalations, identify knowledge gaps, and make adjustments to content sources or handoff rules as needed.
• When deployed directly to a channel, the customer agent handles all incoming conversations routed to that channel. If you need more control over which conversations the agent manages (for example, based on customer tier, issue type, or other properties), deploy the agent using a workflow or rule-based chatbot to define routing criteria.

Assign the customer agent to a channel

Once you've set up the customer agent, you can deploy it to Facebook, WhatsApp, calling (BETA), live chat, or email channels.

1. In your HubSpot account, navigate to Service > Customer Agent.
2. In the left sidebar menu, click Deploy > Channels.
3. In the top right of the table, click Deploy agent.
   
   
   
4. In the right panel, click the dropdown menu and select an inbox or help desk channel:
   • You can assign the agent to WhatsApp, Facebook, calling (BETA), live chat, email channels, or custom channels.
   • If you've opted into the beta Deploy Customer Agent to Custom Channels, you can assign the customer agent to custom channels. Learn more about connecting custom channels to help desk and the conversation inbox.

5. In theWorking Hours section, select an option:
   • All hours: the agent responds to new conversations at all times.
   • During specific hours: set a specific time zone, days and hours when the customer agent should respond.
   • Only outside specific hours: set specific time zone, days and hours when the agent should not respond. The agent will respond only outside of the specified hours.

6. If you selected During specific hours or Only outside of specific hours use the dropdown boxes to set your working hours and configure assignment rules for when the agent isn't available.
7. Click Deploy.

Once deployed to a channel, conversations assigned to the customer agent will appear in the conversations inbox or help desk.

Manage the channels the customer agent is assigned to

1. In your HubSpot account, navigate to Service > Customer Agent.
2. In the left sidebar menu, click Deploy > Channels.
3. To remove the agent from a channel, hover over the channel and click Remove.
4. To edit the channels operating hours, under theWorking Hours column click All hours, During specific hours, or Only outside specific hours. Then, in the right panel, configure the customer agent's working hours. 
5. To edit handoff behavior, under the Handoff behavior column, click Edit human handoff. You'll be redirected to the Human handoff settings page. Learn more about customizing the customer agent's handoff process. 

Turn the customer agent on/off

The customer agent uses HubSpot Credits. If your credits run out, the agent will temporarily stop being assigned to new conversations across all connected channels until your next reset date or until you purchase more credits. If you've purchased additional credit capacity packs, your credits may be automatically upgraded if your usage exceeds your current allotment. Learn more about automatic upgrades.

You can also manually pause customer agent assignment by turning it off. This can be useful when updating or reviewing content sources or making changes to the agent's configuration.

To turn on/off the customer agent: 

1. In your HubSpot account, click your account name in the top right corner, then click Account & Billing.
2. Click the Usage & Limits tab.
3. In the Credit Agent usage section, toggle the switch on/off.

If you turn the customer agent off, it'll continue to handle existing threads until the conversation is resolved, but won't be assigned to any new threads. New conversations will be assigned based on the rules you've configured on the Handoff page.

Please note: once customer agent assignment is turned off, visitors will no longer see Powered by AI within the header of the live chat.