BetaManage the customer agent's identity and guidelines

Manage your customer agent's core identity, including its avatar, name, and personality and define how it should communicate with customers. You can configure its tone, response style, set guardrails, and provide it with reusable scripts.

For example, you can specify topics the customer agent should avoid, set guidelines for how it should format answers, and provide instructions for how it should respond to frustrated customers.

Please note: if you're a Super Admin, you can opt your account into the You can now give instructions to your Customer Agent beta.

Manage the customer agent's core identity

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Click the Manage tab.
3. In the left sidebar menu, click Agent identity > Core identity.
4. Click the Avatar to upload a new image.
5. In the Agent name field, enter a name for the customer agent.
6. Click the Personality dropdown menu and assign the customer agent a set of traits and behaviors:
   • 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.
7. Click Save.
   
   
   

Set guidelines for your customer agent

With Guidelines, specify how your customer agent communicates; set its tone, response style and provide it with reusable scripts. You can also set guardrails on topics it should avoid and define how it should handle them if they come up.

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Click the Manage tab.
3. In the left sidebar menu, click Agent identity > Guidelines. Then, set up your customer agent's guidelines:

1. • In the Tone field:
     • Describe the tone you want the customer agent to use. This can include attitude, emotion, or communication style.
     • For example, Use a friendly and professional tone in all customer interactions.
       
       
       
   • In the Response style field:
     • Enter guidelines for how your agent should structure and format responses.
     • To use a prebuilt template, click the Apply Template dropdown menu and select an option.
       
       
       
   • In the Scripted responses field:
     • Enter reusable lines, such as greetings, apologies, or follow-ups.
     • To use a prebuilt template, click the Apply Template dropdown menu and select the checkbox next to the template you want to use. You can select up to two templates.
       
       
       

• • In the Guardrails field:
    • Enter topics your agent should avoid and define how it should respond if a customer raises them.
    • To use a prebuilt template, click the Apply Template dropdown menu and select the checkbox next to the template you want to use. You can select up to two templates.

3. Once you're done setting up your agent's guidelines, learn how to test and publish it.

Test and publish customer agent guidelines 

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Click the Manage tab.
3. In the left sidebar menu, click Agent identity > Guidelines.
4. To test how your customer agent will apply the new guidelines, click Test Draft in the top right.

5. After you've finished testing, on the Guidelines page, toggle the Draft switch on to set your changes live.