Create a knowledge base agent

Create a knowledge base agent with Breeze by HubSpot, to generate articles for your knowledge base. The knowledge base agent uses your support tickets to generate article drafts for your knowledge base. Review the article's content, make edits, and publish. 

Please note: you can manage AI feature access in your AI settings and configure what data is shared. Review HubSpot's AI Trust FAQs and AI Model Cards for detailed information on AI security controls, data use, and compliance.

Before you get started

Before you begin working with this feature, make sure to fully understand what steps should be taken ahead of time, as well as the limitations of the feature and potential consequences of using it. 

Understand requirements

• A knowledge base created using the latest knowledge base tools is required.
• You must have at least five closed ticket records created in the account.

Understand limitations & considerations

• The knowledge base agent is available for one knowledge base.
• The knowledge base agent scans one-to-one emails sent from an email address connected to the help desk for closed tickets only.
• The knowledge base agent will generate drafted articles in the primary language for the knowledge base. 

Create a knowledge base agent

Create a knowledge base agent to scan for gaps in your knowledge base and analyze ticket data to create article drafts. To set up your knowledge base agent:

1. In your HubSpot account, navigate to Service > Knowledge Base.
2. On the knowledge base index page, click the Knowledge base agent tab.
3. On the Knowledge base agent tab, click Create Knowledge base agent.
4. Click the Knowledge Base dropdown and select the knowledge base.
5. To filter your tickets, click the Pipelines dropdown menu and select the pipeline. The knowledge base agent will pull information from closed tickets in the selected pipelines.
6. When finished, click Finish in the bottom right. 

Review generated articles

After the knowledge base agent drafts your articles, review the drafted articles, including checking sources and editing the articles. 

1. In your HubSpot account, navigate to Service > Knowledge Base.
2. On the knowledge base index page, click the Knowledge base agent tab.
3. To see what tickets and knowledge gaps contributed to the drafted article, click View sources. 
4. To edit the article, click the name of the article. This will open the article draft in the knowledge base article editor. Learn more about editing knowledge base articles.
5. To dismiss a drafted article, click the name of the article. In the article editor, click Dismiss suggestion in the top right. In the dialog box, select the checkbox next to the reason for dismissing and then click Yes, dismiss.

Please note: editing the drafted article will move the article from the Knowledge base agent tab to the Manage tab.

Manage knowledge base agent settings

After your knowledge base agent has been created, you can edit its filters.

1. In your HubSpot account, navigate to Service > Knowledge Base.
2. On the knowledge base index page, click the Knowledge base agent tab.
3. On the top right, click Configure agent. 
4. To change the knowledge base, click the Knowledge Base dropdown menu, then select the knowledge base.
5. To change the pipeline filter, click the Pipelines dropdown menu, then select the pipeline.
6. When finished, click Finish in the bottom right.