Use reply recommendations in help desk

Use reply recommendations to help generate responses to customer requests in help desk. Using AI, reply recommendations analyze thread context and relevant knowledge base articles and website pages to suggest responses to customer questions. Reply recommendations save your team time, allowing them to focus on delivering a high-quality customer experience and improving overall productivity.

AI assistants provide text guidance based on the language you've configured in your account settings.

Learn more about AI-generated content best practices.

Please note: Avoid adding URLs which contain sensitive information. Results are generated using AI and may be inaccurate. To provide and improve the product, HubSpot logs and stores user prompts, generated language, and usage metrics when you are using AI chatbots. HubSpot shares user prompts with OpenAI to enable your use of the AI Chatbot. Our OpenAI accesses user prompts and generated output for content moderation purposes. By using this tool, you agree to comply with OpenAI’s Usage Policies, Content Policy, and Sharing & Publication Policy.

Requirements 

Reply recommendations are turned on by default in accounts with a Service Hub Professional or Enterprise subscription. The following requirements must be met to adjust settings and use reply recommendations:

• Users must have an assigned Service Hub Professional or Enterprise seat to use reply recommendations.
• Only users with Account Access permission can edit Reply recommendations settings.
• 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.

Enable or disable reply recommendations

Reply recommendations are turned on by default, but users with the Account Access permission can turn them off or back on if previously disabled.

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. Toggle the Reply recommendations switch off to turn off reply recommendations for all users in the account.
5. Toggle the Reply Recommendations switch on to turn recommendations back on for all users in the account.

Select the content your AI uses to answer questions

You can select HubSpot knowledge base articles, website page, and blog posts, or import other URLs that AI will use to generate reply recommendations.

To add content for your 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 Content Sources section, click Add content.
5. To select a HubSpot-hosted article, page, or blog:
   • Click Content in HubSpot.
   • Select the checkboxes next to the articles, landing pages, websites or blogs you want to sync.
   • Click Add. Reply recommendations will be automatically populated with the most up-to-date information in the selected articles or pages.
6. To import website pages or external URLs:
   • Click Public URLs.
   • Enter a Source URL and click Add.
   • These content sources aren't automatically re-synced, and must be updated manually by re-importing the URL. Learn more about editing content sources.
   • To sync all associated pages on a domain, select the Import related URLs checkbox. All URLs within the domain will be automatically crawled and synced.
     
7. Review any new content you’ve added, then click X in the top right.
8. In the Content Sources table, the status of each content type will appear. If the status is Synced, the content is ready to be used in reply recommendations. Click the viewDetails View content icon to view the synced content.
   

Remove or refresh synced content

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 Content Sources section, select the checkboxes of content you’d like to remove or refresh.
5. To stop the content syncing to recommendations, at the top of the table, click Remove as source. The source will no longer be used in reply recommendations. 
6. To refresh the content, click Refresh. The content will be re-synced.

Use reply recommendations

Once you've added content sources and enabled reply recommendations, you can start using AI-generated content to send suggested replies to customer questions.

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 which matches the information provided in your content sources, you'll see the reply recommendation in the reply editor.
4. In the reply editor, view and manage the reply recommendation:
   • To edit the reply recommendation, click edit Edit.

• • To temporarily remove the reply recommendation from appearing in the reply editor, click the remove remove icon. If you remove a 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.