BetaSet guidelines for the customer agent

Guidelines define how the customer agent communicates. By configuring guidelines, you control the agent’s persona, tone, response style, formatting, and behavioral boundaries.

For example, you can specify topics the agent should avoid, define how it structures answers, provide reusable scripts for common scenarios, and set clear 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.

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. In the left sidebar menu, click Train > 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 them.

Test and publish customer agent guidelines 

1. In your HubSpot account, navigate to Service > Customer Agent.
2. In the left sidebar menu, click Train > Guidelines
3. To test how your customer agent will apply the new guidelines, click Test Draft in the top right.
4. After you've finished testing, on the Guidelines page, toggle the Draft switch on to set your changes live.