Assign a customer agent to a calling channel

Assign a customer agent to a calling channel to facilitate a Q&A experience that helps callers resolve their issues before reaching a live agent. In the event a resolution is not reached, route the caller to the assigned team or users.

Before you get started

Please note the following before assigning a customer agent to a calling channel:

• You must have HubSpot credits to use the customer agent.
• Review best practices and requirements.
  
• Set up a customer agent.
  

Assign your customer agent to a calling channel

To assign your customer agent to a calling channel:

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Click the Manage tab.
3. In the left sidebar menu, click Deployment & Channels. 
4. In the top right, click Assign.
5. Click the Choose a workspace dropdown menu, then click Inbox or Help Desk.
6. Under Choose a channel to assign the agent, click a calling channel.
7. Click Next.
8. When your customer agent is unable to answer an inquiry or when asked to transfer to a human agent, the call will default to your calling channel routing settings. 
9. Click Assign.

Test your calling channel customer agent

To test your calling channel customer agent:

2. Click the Manage tab.
3. In the left sidebar menu, click Deployment & Channels.
4. In the table, view different calling channels assigned to a customer agent. The phone number will appear below the channel name.
5. On your phone, dial a phone number from the table.
6. The calling agent will answer your call. 

Manage your calling agent

To manage your calling agent:

2. Click the Manage tab.
3. In the left sidebar menu, click Deployment & Channels.
4. In the table, hover over a calling channel, then click Edit handoff.
5. On the Routing tab, you can edit the following:
   1. Channel operating hours: click + Add hours, then customize the day, starting and end time, and timezone.
   2. Routing during operating hours: select the users or teams that this number will route to.
      • Click the Customer agent or users and teams dropdown menu, to select where your call routes to.
      • If the AI can't answer, click the Specific users and teams dropdown menu to select where your call routes to.
      • If the call goes unanswered, click the Choose an audio message dropdown menu to select the voicemail message.
   3. Routing after hours: the call will automatically route to a customer agent. If the call goes unanswered, click the Choose an audio message dropdown menu to select the voicemail message.