Use reply recommendations in help desk

Use reply recommendations to generate responses to customer requests in help desk. 

Reply recommendations are based on the content sources you sync with the customer agent. The agent analyzes both the context from the conversation and your synced content to generate suggested responses in the ticket thread. Support reps can edit the suggestion, use it as-is, or dismiss it. 

For example, your team may receive a high volume of refund-related questions and frequently need to reference the company’s refund policy. By syncing the refund policy with the customer agent, reply recommendations can automatically generate responses with up-to-date, accurate information. This helps your team save time, maintain consistency across responses, and improve overall productivity.

Please note: reply recommendations are now managed in customer agent settings and will be removed from help desk settings on April 20, 2026. You must create a customer agent to continue using reply recommendations, but you do not need to deploy a live customer agent. Learn more about migrating reply recommendations to customer agent settings.

AI assistants provide text guidance based on the language you've configured in your account settings. Learn more about AI-generated content best practices. 

Requirements

• You must have set up the customer agent.
• You must have Generative AI and Customer Conversation Data enabled in your AI assistants settings in HubSpot. Learn more about enabling AI assistants in HubSpot.
• It’s recommended to have at least one published knowledge base article, website page, or blog post when using Reply recommendations. If reply recommendations are turned on but you haven’t synced any content, you’ll only be able to use recommended replies for greetings.
  
• Reply recommendations are generated only when:
  • The ticket is assigned to a user with a Service Seat who is viewing the ticket for the first time.
  • The conversation has not been handed off by the customer agent. Learn more about the customer agent's handoff process.
  • The customer's request is phrased as a question (e.g., What is HubSpot?, How can I upgrade my account?)
  • The question can be answered using information from the conversation history or your selected content sources.
    

Migrate reply recommendations to customer agent settings

Reply recommendations will be removed from help desk settings on April 20, 2026. If you have already created a customer agent, your existing content sources will migrate automatically and you can begin configuring reply recommendations. 

If you have not yet set up a customer agent, you must create one to continue using reply recommendations:

1. In your HubSpot account, click the settings settings icon in the top navigation bar.
2. In the left panel, click Inbox & Help Desk > Help Desk.
3. In the Help desk customization section, click AI tools.
4. In the Reply recommendations section, click Create Customer Agent. Then, follow the steps in this article to create a customer agent. 

Configure reply recommendations 

Turn on/off reply recommendations

Reply recommendations are turned off by default. To turn them on or off: 

1. In your HubSpot account, navigate to Service > Customer Agent.

2. Click the Manage tab. 

3. In the left sidebar menu, click Reply recommendations. 

4. Toggle the Reply recommendations switch on/off. This setting will be applied to all users in the account. 

Select the content your AI uses to answer questions

You can sync HubSpot knowledge base articles, website pages, landing pages, blogs, files,  or import other URLs that the customer agent will use to generate reply recommendations.

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Click the Manage tab.
3. In the left sidebar menu, click Reply recommendations.
4. Click + Training content.
5. In the right panel, follow the steps to add content.

Please note: the customer agent will automatically re-sync if any updates are made to synced knowledge base articles. Other content sources automatically re-sync on a weekly basis.

Edit content sources

Edit, remove, or re-sync content sources. Learn how to edit the content sources your customer agent uses to generate reply recommendations.

Use reply recommendations

1. In your HubSpot account, navigate to Service > Help Desk.
2. Click a ticket name to view the corresponding conversation.
3. If the visitor asks a question that matches the information provided in your content sources, you'll see the reply recommendation in the ticket thread.
   
   
   
4. To view and manage the reply recommendation:
   • Click See more.
   • To edit the reply recommendation, click Edit.
   • To temporarily remove the reply recommendation from appearing in the reply editor, click Dismiss. If you remove a reply recommendation, another may be generated.
   • To see the reply source, click Sources. You can view or copy the content source used to generate the reply.
     
     

     Please note: sources will only show if the Show citations switch is toggled on.