Manage the customer agent

After setting up and configuring the customer agent, you can edit its content sources and assign or remove it from live channels. You can also edit your customer agent's profile and customize hand-off messages.

If you have an Enterprise subscription, you can keep track of any create, edit, publish, unpublish, or delete actions in your account's centralized audit log.

Configure your customer agent's settings 

Edit your customer agent's profile

To edit your customer agent's profile:

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Navigate to the Manage tab.
3. In the Agent Name field, enter a name for your customer agent.
4. Click the Personality dropdown menu and select an option for how the customer agent sounds and behaves in conversations. 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.

If you've opted into the Give instructions to your Customer Agent beta, you can also set guardrails on topics the customer agent should avoid and define how it should handle them if they come up. Learn more about managing customer agent expression settings.

Edit content sources

Add, edit, or remove the content sources your customer agent uses to answer questions.

Add content sources

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Navigate to the Manage tab.
3. In the left sidebar menu, click Content sources.
4. Click Add content in the top right.
5. To sync HubSpot content, click From HubSpot.
   • Select the checkbox next to the content you want to add. You can sync knowledge base articles, website pages, landing pages, and blogs.
   • Click Save.
6. To use an existing file or upload a file, click Upload a file.
   
   

   Please note: only .docx, .htm, .xhtml, .cfg, .pptx, .mpg, .conf, .mpeg, .csv, .json, .html, .text, .txt, .mp4, .pdf, .rst, .avi, .mov, .md, .webm, .xml, and .xls., files are supported.

   • In the right panel, search for and select an existing file. Then, click Insert files.

6. • To upload a new file, click Upload.
7. To sync external URLs, click Import from public URLs.
   • In the Import public URLs field, enter a public URL. Then, click Add.

• • To sync all associated pages on a domain, select the Import related URLs checkbox. Up to 5,000 URLs within the domain will be automatically crawled and synced.

8. To create a short answer, select Short answers.
   • Use the text boxes to enter the question and answer.
   • Click Create.

Please note: the customer agent will be automatically re-synced if any updates are made to synced knowledge base articles. Other content sources are automatically re-synced on a weekly basis.

Edit content sources

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Navigate to the Manage tab.
3. In the left sidebar, click Content sources.
4. At the top of the table, navigate between the tabs to select source you want to edit.
5. Click the name of the content source you want to edit. 
6. To remove a content source, in the table view, select the checkbox next to the source you want to remove, then click Remove as source.

5. To prevent the customer agent from citing the content, toggle the citations switch off. If you're using private content, citations will be automatically toggled off.

Manage messaging and email channel settings

Configure settings for the messaging and email channels your customer agent is assigned to.

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 on live chat, WhatsApp, and Facebook Messenger channels.

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. Navigate to the Manage tab.
3. In the left sidebar menu, click Channel settings > Messaging.
4. 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. Navigate to the Manage tab.
3. In the left sidebar menu, click Channel settings > Email.
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 navigate 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.
   • Senders that match the emails or domains on the ignore. list will be automatically transferred to a human agent.
7. In the Inactivity behaviour section, click the dropdown menus to select a time period for when inactive conversations should close.

Manage the channels the customer agent is assigned to

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Navigate to the Manage tab.
3. In the left sidebar menu, click Deployment, then click Channels.
4. To assign the agent to a new channel, in the top right, click Deploy agent.
   • On the Channel selection page, click the dropdown menu and choose whether you want to connect a channel from an inbox or help desk.
   • Select a channel.
     • You can assign the agent to WhatsApp, Facebook, Calling (BETA), live chat, or Email 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. 
   • Click Deploy. 
5. To remove the agent from a channel, hover over the channel and click Remove.

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.

Manage the customer agent's working hours 

Configure when the customer agent is active for each channel it's assigned to. 

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Navigate to the Manage tab.
3. In the left sidebar menu, click Deployment > Channels.
4. In the table, under the Working Hours column, click All hours.
5. In the right panel, 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. Click Save.

Manage customer agent assignment in workflows or bots 

Assign the customer agent to a workflow or rule-based chatbot.

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Navigate to the Manage tab.
3. In the left sidebar menu, click Deployment > Workflows and bots.
4. In the top right, click Assign, then select Workflow or Rule-based chatbot.
5. In the dialog box:
   • To assign the customer agent to a prebuilt workflow or rule-based chatbot, select Create this [x]
   • To create a workflow or rule-based chatbot from scratch, click Create [x].
6. You'll be redirected to the workflow or rule-based chatbot builder.

Learn more about assigning the customer agent to a workflow or rule-based chatbot.

Edit the handoff process

To create custom handoff triggers, control when the agent hands off to a human, and set up routing rules, learn how to configure the customer agent's handoff process. 

Manage customer agent CRM data

Give the customer agent access to specific CRM properties so it can to provide real-time information during customer interactions, and update CRM records with the information customers share. Learn more about allowing the customer agent to access and update CRM data.

Manage customer agent actions

With actions, the customer agent can perform tasks in your external apps based on customer requests. Actions trigger API calls to fetch data, complete tasks, or give personalized responses. For example, you can use actions to check an order status or reset a password. Learn more about setting up actions.

Manage agent goals to qualify leads (BETA)

If you've opted into the Customer agent now handles all your front office conversations beta, you can configure the customer agent to ask qualifying questions, evaluate prospects, score leads based on your criteria, and route qualified opportunities to your sales team. Learn more about setting up customer agent goals to qualify leads.

Preview and test your customer agent

After editing your customer agent, you can test how it responds to questions and performs actions. Previewing and testing your customer agent does not use HubSpot Credits. Learn more about testing your customer agent. 

Analyze your customer agent's performance

On the Performance tab, learn how to analyze how your customer agent is performing and identify and address any knowledge gaps. Learn more about analyzing your customer agent.