Configure an AI chatbot to respond to live chatflow conversations (BETA)

Create an AI chatbot in your HubSpot Account that uses your knowledge base and website pages to answer users' questions. The AI chatbot can then be assigned to one of your chatflows and will respond to support questions with contextual knowledge and a conversational tone, allowing the rest of your support team to focus on more complex cases and tasks.

 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 in beta, you agree to comply with HubSpot’s Beta Terms as well as OpenAI’s Usage Policies, Content Policy, and Sharing & Publication Policy.

Requirements

Before you can create an AI Chatbot, the following must be true:

• You must have at least one live chat created and connected to the conversations inbox or help desk workspace. Learn more about how to create a live chat.
• Only users with Chatflows permissions can create and edit AI chatbots.
• If you're adding the AI chatbot to a website that isn't hosted with HubSpot, the HubSpot tracking code must be added to your external pages. The bot will not appear if the tracking code isn't installed.
• You must be a user in a Service Hub Professional or Enterprise account to sync your AI Chatbot with your knowledge base. 

Choose the content your AI uses to answer questions

You can select HubSpot knowledge base articles or import URLs that your bot will use to generate responses. To configure your AI chatbot based on your knowledge base or website content:

• In your HubSpot account, navigate to Automations > AI Chatbot.
• In the upper right, click Setup Now.
• On the Content sources page, select a content source for your AI chatbot: 
  • If your account has a Service Hub Professional or Enterprise subscription, you can sync your AI Chatbot with your knowledge base. 
  • Click the Choose the content your AI uses to answer questions dropdown menu to select a published knowledge base, then click Save. The AI Chatbot will be automatically re-synced if any updates are made to the selected knowledge base articles. 

• To sync your chatbot with your website pages or external URLs:
  • Under Import URLs, enter a Source URL, then click Save. 
  • These content sources are not automatically re-synced and must be updated manually by re-importing the URL. 
    
    

• When you have added all of your content sources, click Next.

Assign your AI chatbot to a chatflow

Once you've selected the content source for your AI chatbot, you can assign it to any of your chatflows:

• On the Live Chat page, select a live chatflow.
  

• If you don't have a chatflow with live chat created, you’ll be notified that the AI chatbot has been created. To start using the AI Chatbot, you'll need to create a chatflow with live chat and connect it to the conversations inbox or help desk workspace. 

• Click Next.

Set your welcome message and assign conversations

On the Settings page, customize the chatbot behavior and create a welcome message to greet your visitors.

• To customize the message that appears when a visitor first starts a chat, enter text in the Welcome message text box.
  

Please note: If your AI chatbot responds to a conversation, within the header of the live chat widget there will be an updated status message that notifies the visitor that they are speaking to an AI chatbot.

• If your AI chatbot can’t answer a question, it'll transfer the conversation to a human. Click the If the AI can’t answer, assign to dropdown menu under to select which users or teams will receive the conversations the AI chatbot can’t answer: 
  • Specific users and teams: select the users and teams the incoming conversations should be routed to. 

Please note: only users with assigned Sales Hub or Service Hub paid seats can be included in your routing rules. Learn more about the additional requirements for automatically routing conversations.

• • No one: the conversation will be sent to the Unassigned view in the inbox or help desk for your team members to triage.

• Click Assign to live chat.

Preview & Publish

After configuring your AI Chatbot, you'll be redirected to the Build tab of the live chat setup. You can follow the steps in this article to further customize your live chat and add it to your website pages.

When you're done setting up your live chat, in the top right, click Preview to review the responses your AI will generate. Toggle the switch on to add it to your website pages.

Manage your AI Chatbot 

After your AI Chatbot has been created, you can edit its content sources, re-sync URLs, and assign or remove it from live chatflows. 

Edit content sources

To add a content source:

• In your HubSpot account, navigate to Automations > AI Chatbot. 
• To add a content source, click Import URLs in the top right and enter a Source URL. You can import knowledge base articles, website pages, or re-sync a content source by manually re-importing the URL.
• Click Save.

Please note: The AI Chatbot will be automatically re-synced if any updates are made to synced knowledge base articles. Other content sources are not automatically re-synced and must be updated manually by re-importing the URL.

To remove a content source: 

• In your HubSpot account, navigate to Automations > AI Chatbot. 
• In the table view, hover over the source you want to remove, then click deletUnsync.

To remove multiple content sources:

• In your HubSpot account, navigate to Automations > AI Chatbot.
• In the table view, select the checkboxes next to the sources you want to remove, then click delete Unsync Sources.

Manage live chatflows the AI chatbot is assigned to

• In your HubSpot account, navigate to Automations > Chatflows.
• Hover over the live chatflow then, click Edit.
• Click Automatically assign tickets to expand the section, then click the Assign incoming tickets to dropdown menu.
• To assign the AI Chatbot to the live chatflow, select AI Chatbot.
• To remove the AI Chatbot from the live chatflow, select No one, Contact owner, or Specific users and teams.