BetaSet up customer agent goals 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: if you're a Super Admin, you can opt your account into the Customer agent now handles all your front office conversations beta.

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, navigate to Service > Customer Agent.
2. Navigate to the Manage tab. 
3. In the left sidebar menu, click Agent goals.
4. In the Generate leads section, click Lead qualification. 
5. In the Qualification criteria field, enter the criteria your customer agent will use to evaluate leads (e.g., Budget is greater than). 
6. In the Expected response field, enter the response leads should provide to trigger qualification.
7. Click the CRM property dropdown menu and select a property the agent should update based on the lead’s response. To create a new property, click Configure new property. Learn more about adding CRM data. 

5. 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. 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.