BetaSet up customer agent actions to qualify leads

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.

Please note: setting up lead qualification does not consume HubSpot credits. However, credits are required to deploy the customer agent to channels. Learn more about how the customer agent uses HubSpot Credits.

Set up the criteria the customer agent uses qualify leads

Define the criteria the customer agent uses to evaluate and qualify leads. The agent uses context from the conversation to assess prospects. When a prospect expresses interest, such as inquiring about pricing or available products or services, the agent begins evaluating the lead against the defined qualification criteria.

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 > Actions.t
3. In the Lead qualification section, click Edit:
4. In the Trigger instructions section, enter the guidelines the agent should follow to qualify a visitor as a lead. For example, instruct the agent to qualify a visitor as a lead when they ask questions about pricing, such as How much does it cost?
   
   
   
   
   
   • Click itthe Property filter dropdown menu and scroll or type to search, then select the property for which to set criteria. (e.g., Subscription).
   • Select an operator (e.g., is equal to, is known). Learn more about operators available for property filters.
   • Enter or select the property value. (e.g., Enterprise, Professional)
     
     
     
5. To create a new property, click Configure a new property. Learn more about adding CRM data.
6. To add additional criteria, click + Add qualification criteria.

Set up lead routing rules

Based on your defined criteria, the agent categorizes leads as Qualified, Partially qualified, or Not qualified. The values are stored in the Customer Agent Lead Status property

In the Lead routing rules section, set up routing rules for each lead category:

1. To have the customer agent book a meeting:
   • Click the Route to dropdown menu and select Book a meeting.
   • Click the Meeting link dropdown menu and select a meeting link.
2. To update the lifecycle stage:
   • Click the Route to dropdown menu and select Update the lifecycle stage in the CRM.
   • Click the Lifecycle stage dropdown menu and select a Lifecycle stage.

3. Once you’re done, click Save or Publish in the top right.