Set guidelines for the customer agent

Guidelines provide instructions for how the customer agent communicates. By configuring guidelines, you influence the agent's persona, tone, response style, formatting, and behavioral boundaries.

For example, you can specify topics the agent should avoid and how it should handle them, 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: while guidelines influence how the customer agent responds, AI-generated responses may not always exactly match the specified formatting or wording. For the best results, use clear, specific instructions and test your guidelines before publishing.

Set guidelines for your customer agent

1. 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.
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 specify 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, click More, then navigate to Service > Customer Agent. If More doesn't appear in your account, navigate to Service > Customer Agent directly.
2. In the left sidebar menu, click Train > Guidelines
3. In the right panel, test how your customer agent will apply the new guidelines.
4. After you've finished testing, on the Guidelines page, click Publish set your changes live.