Last updated: July 24, 2026
Available with any of the following subscriptions, except where noted:
-
Service Hub
Starter, Professional, Enterprise
-
HubSpot Credits required
If you’ve assigned the customer agent to a help desk channel, you can use agent insights to understand, track, and improve its responses. Agent insights show the knowledge sources the agent used, the actions it triggered, and any knowledge gaps, so managers and admins can review and improve agent behavior without leaving help desk.
By continually coaching the agent, you can improve its accuracy, increase the number of customer questions it resolves automatically, and save reps time by reducing the need to answer routine inquiries.
By continually coaching the agent, you can improve its accuracy, increase the number of customer questions it resolves automatically, and save reps time by reducing the need to answer routine inquiries.
HubSpot Credits required HubSpot Credits are required to deploy the customer agent to channels. Credits are consumed only when the agent delivers a resolution. Learn more about how the customer agent uses HubSpot Credits.
Coach the customer agent in help desk
- In your HubSpot account, click More, then navigate to Service > Help Desk. If More doesn't appear in your account, navigate to Service > Help Desk directly.
- In the left sidebar menu, click the Customer agent view.
- Click a ticket where the customer agent has responded.
- On the customer agent message, click the AI icon.
- In the dialog box, review agent insights, including:
- the knowledge sources the agent cited
- the actions or triggers that were activated
- any knowledge gaps that were identified
- You can also rate the agent's reply by clicking the thumbs up or thumbs down icon.
- To improve how your agent responds, click Coach 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.
