Set up actions for the customer agent

Actions are tasks that the customer agent can perform using your external apps, which are triggered by specific customer requests. For example, check an order status or send a password reset email.

After creating the customer agent, you can set up actions that enable the agent to make API calls to your external apps to retrieve data, perform tasks, and provide personalized responses, reducing repetitive manual work for your support team.

You can also set up actions to qualify leads (BETA).

Set up actions for the customer agent

Please note: for security reasons, actions involving sensitive account information (such as account access or credentials) should only send secure links or instructions, and should not make those changes directly within a conversation. 

1. In your HubSpot account, navigate to Service > Customer Agent.
2. In the left sidebar menu, click Train > Actions.
3. If this is your first time creating an action, click Add an action. Or, if you've already created actions, click Add action in the top right of the table.
4. In the Describe the action section, define how and when the customer agent should perform the action:
   • In the Name field, enter a name for the action.
   • In the Description field, enter a brief explanation of what the action does.
   • To verify a visitor's identity before performing an action on their behalf, click the Action protection level dropdown menu and select an option:
     • None: the customer agent runs the action without verifying the visitor's identity.
     • Match email: the customer agent verifies that the visitor's email matches the email on their HubSpot contact record before performing the action.
     • Verify email: the customer agent sends a verification link to the visitor and only performs the action after they click the link. If the visitor is already recognized as verified (for example, if they are logged in or identified through your system, such as using the Visitor Identification API), a verification link may not be required.
   • Under Trigger phrases, enter a word or phrase that'll prompt the customer agent to perform the action (e.g., Reset my password).
     • To add a trigger click add Add trigger.
     • To delete a trigger, click the delete delete icon.

5. In the Define required inputs section, specify the information the customer agent should collect from the customer before performing the action.
   • In the Input name field, enter a name for the input (e.g., Email address).

• • In the Instructions field, enter a description of the expected format or details. For example, Valid email format (e.g., johndoe@example.com).
  • To add an input, click add Add input.
  • To delete an input, click the delete delete icon.

6. In the Configure API section, set up the API requests that the customer agent will use to perform the action.
   • Click the Method dropdown menu and select GET or POST.
   • In the Endpoint URL field, enter the URL of your API endpoint.
   • Click the authentication type dropdown menu and select from the following options: None, Include request signature in header or API key. Learn more about authentication methods in HubSpot.
   • Depending on the Method you selected, enter a key and select a property for your body or query parameters.

7. In the Response Instructions section, enter text to specify what information from the API response the customer agent should include or exclude. You can also add additional instructions as needed to ensure the agent provides the correct response.

Preview & publish customer agent actions

1. Once you’ve set up your actions, navigate to the Preview tab.
2. Click the triggers on the left to test how the customer agent responds and verify that the action is performed correctly.
3. To publish the action, click Publish in the top right.

Manage customer agent actions

1. In your HubSpot account, navigate to Service > Customer Agent.
2. In the left sidebar menu, click Train > Actions.
3. To preview the action, hover over it and click Preview.
4. To unpublish the action, hover over it and click Unpublish.
5. If the action hasn't been published yet, you can edit and delete it:
   • To edit the action, hover over it and click Edit.
   • To delete an action, hover over it and click Delete.

Learn more about managing the customer agent.

Set up customer agent actions to qualify leads (BETA)

Configure the customer agent to perform actions to qualify leads. The agent will 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 actions to qualify leads.