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Use AI assistants in the conversations inbox

Last updated: May 9, 2024

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In HubSpot, you can use AI assistants to help you generate responses to customer requests. Using artificial intelligence, you can edit existing text or generate text by opting to rewrite, shorten, expand, or change the tone of the text in the composer of the conversations inbox.

The AI assistant provides text guidance based on the language you use in the composer of the conversations inbox. Learn more about HubSpot's language offerings in this article.

Please note: Please avoid sharing any sensitive information in your prompts. To improve the product, HubSpot logs and stores your prompts, generated language, and usage metrics when you use AI assistants. HubSpot shares your prompts with OpenAI in order to enable your use of this tool and OpenAI will store your prompts for content moderation purposes. Your prompts will be attributable to you. 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.

Understand AI-generated content best practices

  • Proofread and edit your AI-generated content before publishing it.
  • Edit AI-generated content to maintain your brand's voice and style.
  • Balance the use of AI-generated content with content written by a human.
  • While HubSpot has security measures in place, AI assistant may occasionally generate incorrect, biased, offensive, or misleading information. Verify the accuracy of the output's content, especially any statistics or facts.
  • The large language model that powers AI assistants tends to produce inconsistent results in non-English languages. HubSpot is working on better supporting these languages in the coming months. For now, use extra care in checking non-English content for accuracy and clarity. 

Turn on AI assistants in the conversations inbox

AI assistant features in tools that involve customer data, such as the conversations inbox, are turned off by default. 

To turn on AI assistants in the conversations inbox: 

  • In your HubSpot account, click the settings settings icon in the main navigation bar.
  • In the left sidebar menu, navigate to AI Assistants.
  • Read through the terms of use for AI assistants, then select the checkbox. You cannot use AI assistants with this checkbox cleared. 
  • To turn on AI assistants for analyzing customer data, click to toggle the Customer analysis checkbox on. 

Generate responses based on existing text

Once you understand how to work with AI-generated content, you can start using AI to refine your responses to customer requests:

  • In your HubSpot account, navigate to CRM > Inbox.
  • In the left panel, click a conversation to open it.
  • In the reply editor, begin composing your response. Then, highlight the text you entered, then click the dynamicFilterAIAI assistant icon and select a highlight command
    • Rewrite: generates a different wording of the highlighted text. 
    • Expand: elaborates on the content of the highlighted text. 
    • Shorten: condenses the highlighted text.
    • Change tone: rewrites the highlighted text in a particular tone that you select: Friendly, Heartfelt, or Professional
  • Click Draft a message to generate a new version of the prompt or Insert to add the generated content.

Please note: you can only generate content 30 times each minute and 1,000 times each day. 

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