Understand the customer agent

Set up a customer agent powered by Breeze, 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, the customer agent will respond to customer questions with contextual knowledge and a conversational tone. For example, customers can ask the agent about product offerings or get help resetting their password.

Please note: avoid sharing any sensitive information in your enabled data inputs for AI features, including your prompts. Admins can configure generative AI features in account management settings. For information on how HubSpot AI uses your data to provide trustworthy AI, with you in control of your data, you can refer to our HubSpot AI Trust FAQs.

Use cases 

Generate reply recommendations 

Please note: you do not need to deploy the customer agent to channels to use reply recommendations. Reply recommendations do not consume HubSpot credits. 

Use the customer agent to generate AI-powered reply recommendations in help desk without deploying it to live channels.

The agent analyzes the conversation context, references your synced content, and generates suggested responses directly in the thread. Support reps can send the response as-is, edit it, or dismiss it. This is useful if your team handles a high volume of repetitive tickets, to improve response speed and consistency across answers, and if you prefer a set-up where human reps remain responsible for all customer communication.

For example, if your team frequently responds to refund-related inquiries, syncing your refund policy allows the agent to generate accurate, source-backed recommendations for reps to review before sending.

Handle customer queries

Deploy the customer agent to live channels, such as chat or email, to respond directly to customer inquiries. You can control which conversations the agent handles by assigning it to specific channels or using workflows to filter by criteria such as customer tier or issue type.

When deployed, the customer agent answers questions using synced content, performs configured actions (such as resetting a password or booking a meeting), and transfers conversations to a human agent when its confidence is low or escalation rules are met.

This setup is useful if your team wants the agent to handle common or repeatable inquiries while automatically routing more complex or sensitive cases to support reps.

Before you get started 

Before you begin working with this feature, review the following requirements, limitations and considerations.

Requirements

Before you can create and publish a customer agent, you must have:

• At least one Facebook, WhatsApp, or live chat channel created and connected to the conversations inbox or help desk workspace.
• If you’re assigning the customer agent to a chatflow on a website that isn’t hosted with HubSpot, the HubSpot tracking code must be added to those external pages.
• In AI settings, toggle the following switches on: 
  • Give users access to generative AI tools and features
  • CRM data
  • Customer conversion data
  • Files data

Opt in to 28 days of free access 

If you're setting up the customer agent for the first time, you can opt in to 28 days of free access. During the free access period, the customer agent does not use HubSpot Credits. Learn more about opting into 28 days of free access to the customer agent. 

HubSpot credits

Deploying the customer agent to channels requires HubSpot Credits. The agent consumes credits for each separate conversation. Reopening a closed conversation does not consume additional credits. Learn more about how customer agent uses HubSpot Credits.

Conversations automatically close after a period of inactivity:

• Live chat, WhatsApp, Facebook Messenger, and Calling (BETA) conversations close after 24 hours of inactivity.
• Email conversations close after 72 hours of inactivity.

Understand customer agent behavior in chat

When the customer agent is assigned to a chat channel on your website, visitors can start a conversation with it. When the customer agent responds, they will see Powered by AI within the header of the chat widget.

Visitors can quickly engage by clicking on a prompt suggestion. Breeze will automatically detect the page a visitor is on and suggests three relevant questions based on synced content. If no page-specific content has been synced, it will instead display general prompts.

If the customer agent knows the answer, it will respond to the visitor and provide relevant sources. If the agent doesn’t know the answer, it'll ask the visitor to rephrase the question or transfer the conversation to a human agent. If the visitor doesn't reply within 24 hours, the chat will automatically close.