Last updated: October 1, 2026
Available with any of the following subscriptions, except where noted:
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Marketing Hub
Professional, Enterprise
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Sales Hub
Professional, Enterprise
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Service Hub
Professional, Enterprise
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Data Hub
Professional, Enterprise
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Content Hub
Professional, Enterprise
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Smart CRM
Professional, Enterprise
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Revenue Hub
Professional, Enterprise
Use AI to generate knowledge sources from your resolved tickets, inbox conversations, or uploaded files. AI will group the content into topics and generate FAQ-style question and answer pairs for you to review and approve as customer agent knowledge sources.
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. You can then use this knowledge to help customer agent answer customer questions more accurately and consistently.
Generate knowledge sources
- 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.
- In the left sidebar menu, navigate to Train > Knowledge.
- In the top right, click Add content.
- Click Generate knowledge.
- In the right panel, click Tickets, Inbox, or File upload.
- 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 segment: AI will analyze an existing ticket segment. Click the dropdown menu and select a segment. Learn more about creating ticket segments.
- 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.
- 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.
- 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.
- Click Generate knowledge.
Review and approve generated knowledge sources
- After generating knowledge sources, a banner will appear on the Knowledge page while processing. This typically takes a few minutes depending on your content volume. When it's ready, click Review drafts in the banner.
- Results are organized by topic. Click a topic card to begin reviewing its Q&A pairs.
- Click the question or answer to edit it.
- Click Accept, Skip, or Decline. Accepted pairs are imported as knowledge sources and are used by customer agent immediately.
Learn more about managing customer agent knowledge sources.
