Manage the customer agent's channel settings

Configure channel settings to control how your customer agent behaves across messaging and email channels. These settings determine how the agent collects contact information, replies to conversations, manages inactive threads, and routes certain messages.

Channel settings help you tailor the agent’s behavior to match your support strategy. For example, you may want the agent to ask for a visitor’s email address during a live chat, reply to everyone on an email thread, or automatically hand off messages from specific domains to a human agent. 

Configure messaging channels settings

Manage channel settings for messaging channels, including how inactive threads are handled and when the customer agent should ask for the customer's email address.

If the visitor already matches an existing contact record, for example a returning visitor identified via cookies, the customer agent will not ask for their email again.

1. In your HubSpot account, navigate to Service > Customer Agent.
2. In the left sidebar menu, click Deploy > Channel settings.
3. On the Chat tab, under When should Luma ask for a customer's email address?, select an option.

5. In the Inactivity behaviour section, click the dropdown menus to select a time period for when inactive conversations should close.

Configure email channel settings

Manage the customer agent’s behavior for email channels, including who it replies to, how it handles inactive threads, and which email addresses or domains to ignore.

1. In your HubSpot account, navigate to Service > Customer Agent.
2. In the left sidebar menu, click Deploy > Channel settings.
3. Click the Email tab.
4. By default, the customer agent will apply the signature from your team email settings. To update your email signature, click Inbox or Help Desk to be redirected to those settings.
5. In the Reply behavior section, select an option:
   
   • Reply only to the sender: the agent only replies to the original sender.
   • Reply to everyone on the thread: the agent replies to all participants on the email thread.
6. In the Ignore list section, add emails or domains to the ignore list:
   • In the Add emails or domains field, enter the emails or domains the customer agent should never reply to and press enter after each entry.

1. • Senders that match the emails or domains on the ignore. list will be automatically transferred to a human agent.
2. In the Inactivity behaviour section, click the dropdown menus to select a time period for when inactive conversations should close.