BetaGenerate customer agent knowledge from customer interactions

You can use AI to review your resolved tickets, cluster similar questions by topic, and draft FAQ-style question-and-answer pairs for you to review. 

For example, if customers frequently ask about order tracking, the agent might generate "How do I track my order?" with a suggested answer pulled from how your team has handled similar tickets in the past.

Please note: if you're a Super Admin, you can opt into the Customer Agent now generates knowledge from your ticket history beta. 

1. In your HubSpot account, click More, then navigate to Service > Customer Agent. If More doesn't appear in your account, navigate to Service > Customer Agent directly.
2. In the left sidebar menu, navigate to Train > Knowledge. 
3. In the top right, click Add content. 
4. Click Generate knowledge.
5. In the right panel, select Tickets, Inbox, or File upload. 
6. If you selected Tickets, choose the tickets you want AI to analyze: 
   • All tickets: AI will analyze all tickets in the last 90 days. 
   • A specific ticket list: AI will analyze an existing ticket segment. Click the dropdown menu and select a segment. Learn more about creating ticket segments.
     
7. If you selected Inbox, choose the inbox you want AI to analyze: 
   • All inboxes: AI will analyze conversations from the last 90 days. 
   • A specific inbox: AI will analyze conversations from the selected inbox. Click the dropdown menu and select an inbox. 
     
     
     
     
     
8. If you selected File upload, browse your computer for files to upload. Select your files and click Open, or drag and drop them into the upload area.
9. To include or exclude certain topics, toggle the Guardrails switch on. 
   • To include topics, enter a topic in the Include topics field and click Add. 
   •  To exclude topics, enter a topic in the Exclude topics field and click Add. 
     
10. Click Generate knowledge. 
11. A banner will display on the Knowledge page while processing. This typically takes a few minutes depending on your ticket volume. When it's ready, click Review drafts from the banner.
12. Results are organized by topic. Click a topic card to begin reviewing its Q&A pairs. For each pair, you can accept, edit, or decline it. Accepted pairs are imported as knowledge sources and go live in your agent immediately.