Set up customer agent

Set up a customer agent powered by HubSpot's AI, to automatically respond to customer questions using your existing content. This lets the rest of your support team focus on more complex cases.

Once assigned to your support channels, customer agent responds to customer questions using contextual knowledge and a conversational tone. For example, customers can ask the agent about product offerings or get help resetting their password.

Based on its confidence levels, customer agent will either generate a response backed by a verifiable source, ask follow-up questions to clarify the visitor’s request, or reassign the conversation to a human agent.

To build more efficient support processes with AI, learn how to scale 24/7 support.

Please note: you can manage AI feature access in your AI settings and configure what data is shared. Review HubSpot's AI Trust FAQs and AI Model Cards for detailed information on AI security controls, data use, and compliance.

Before you get started

Before you begin working with customer agent, learn more about how the agent works, including its requirements, limitations and considerations.

If you're setting up customer agent for the first time, you can opt in to 14 days of free access. During the free access period, customer agent does not use HubSpot Credits.

Create customer agent

Please note: while you can edit or pause the agent at any time, once a customer agent is created, it can’t be deleted.

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. Click Continue to agent setup.
   • In the Agent name field, enter a name for customer agent.
   • Click the Personality dropdown menu and select an option for how customer agent sounds and behaves in conversations. You can choose from the following options: Friendly, Professional, Casual, Empathetic, or Witty. If you've set up brand voice, you can also select Use my brand voice so customer agent adopts the configured voice.

3. Select the content customer agent uses to answer questions. Learn more about best practices for adding content sources.
   • Click the Existing Knowledge dropdown menu and select existing HubSpot content.
   • In the Sync Website Pages field, enter your site's URL.
     • To sync all associated pages on a domain, toggle the Import related URLs switch on. Up to 5,000 URLs within the domain will be automatically crawled and synced.
     • To manage which pages are crawled, click the Which pages to import dropdown menu and select an option:
       • All pages on this domain: crawls the domain and subdomain. For example, blog.zenplant.com/help includes zenplant.com, help.zenplant.com.
       • Pages matching this path: crawls only pages under the specified URL path. For example, zenplant.com/help includes zenplant.com/help/guides, zenplant.com/help/faqs.
       • This subdomain only: crawls only that subdomain. For example, help.zenplant.com excludes zenplant.com and blog.zenplant.com. 
     • In the Path filtering section, add paths to include, such as /support/ or exclude, such as /blog/.
4. After adding your content sources, click Create. You'll be redirected to the Overview page, where you can review and refine agent guidelines and handoff settings, then test and deploy your agent. 

If you've created brands in HubSpot, you can create a customer agent for each brand to manage settings independently, including tone, knowledge sources, and configuration. Learn more about creating multiple customer agents. 

Configure customer agent

After creating your customer agent, complete the following steps to configure and deploy it.

Define customer agent

Define customer agent’s identity, including its name, avatar, and personality. You can customize a customer agent for different audiences using segments and grant the agent permissions to access and update properties in your CRM.

• Manage customer agent’s identity
• Segment customer agent audience 
• Configure customer agent permissions to access and update CRM data

Train customer agent

Add and manage the content sources your customer agent uses to answer questions, set up actions it can perform (such as resetting a password), establish guidelines for how it should respond, and customize its handoff process.

• Add and manage customer agent's content sources
• Set up actions for customer agent
• Set up actions to qualify leads
• Set guidelines for customer agent
• Set up and customize customer agent handoff process

Test customer agent

After creating and configuring customer agent, test how it responds to questions and performs actions before deploying it to live channels. 

You can also automatically generate questions and test the agent at scale using Batch testing. Learn more about testing and improving your customer agent with batch testing.

Please note: previewing and testing customer agent does not use HubSpot Credits.

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 top right, click Test [agent name].
3. To select the channel for previewing the agent's behavior, click the Email or Live Chat icon.
4. To test customer agent as specific contact or segment:
   •  Click the Unknown down carat icon.
   • To test as a list of contacts, click Test as a segment. Then, select your segment. 
   • To test as a contact, select Test as CRM contact. Then, in the pop-up box, select the contact and click Select.
5. To test how customer agent responds to attachments, click the Attach icon and select a file. The file can be up to 10MB.
6. Enter a question in the chat widget.
7. To test how customer agent performs actions, click Actions and select an option. For example, you can see how customer agent responds to a request to book a meeting.
8. To review testing insights and coach the agent, in the top right corner of the chat widget, click the enlarge enlarge icon.
   • In the right panel, review Testing Insights, such as why the agent responded a certain way, which triggers were activated, and what sources it cited. You can also view any records that were created or updated. 
   • To rate the agent's reply, click the thumbs up or thumbs down icon.
   • To improve how your agent responds, click Coach your agent.
   • In the right sidebar, navigate between the Knowledge, Actions, Handoff, and Experience tabs to edit how the agent should respond or behave. For example, you could add a handoff trigger or create a short answer.

Deploy customer agent

Deploy customer agent to the channels, workflows, or bots where it will interact with customers. Configure channel settings and use the agent to generate reply recommendations in help desk.

• Use customer agent deployment recommendations

• Deploy customer agent to channels

• Manage messaging and email channel settings

• Deploy customer agent to workflows or bots
• Use reply recommendations

Analyze customer agent

Review how customer agent performs over time, detect knowledge gaps, and understand which sources are used most frequently to improve accuracy and coverage.

• View performance reports and metrics

• Identify and address knowledge gaps

• Use topics to analyze customer interactions

• Analyze content source performance