Set up and manage a knowledge base agent

Set up your knowledge base agent (BETA), to generate article drafts and improve existing knowledge base content. The knowledge base agent uses your closed support tickets to identify gaps and generate article drafts, then analyzes your existing articles to surface suggested edits where content may be unclear, outdated, or incomplete. 

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 the knowledge base agent, review the requirements and considerations.

Understand requirements

• A Super Admin must toggle the Customer conversation data switch on in AI settings.

• You must have at least five closed ticket records created in your account.
• A knowledge base must be created.

Understand limitations & considerations

• The knowledge base agent can only be active in one knowledge base at a time. Turning it on in a second knowledge base will automatically turn it off in the original. 
• The knowledge base agent scans all conversation data, including chats, associated to closed tickets.
• The knowledge base agent will generate drafted articles in the primary language for the knowledge base. 

Set up a knowledge base agent

Set up a knowledge base agent to scan for gaps in your knowledge base and analyze ticket data to create article drafts and suggest edits.

1. In your HubSpot account, click More, then navigate to Service > Knowledge Base. If More doesn't appear in your account, navigate to Service > Knowledge Base directly.
2. Click the Suggestions tab.
3. On the Suggestions 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 pipelines. 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 completes the scan, review article suggestions from the knowledge base agent, then generate and publish drafts directly from the Suggestions tab.

1. In your HubSpot account, click More, then navigate to Service > Knowledge Base. If More doesn't appear in your account, navigate to Service > Knowledge Base directly.
2. Click the Suggestions tab.
3. In the left panel, click the Filter dropdown menu and select Create. To sort the suggestions, click the Sort dropdown menu and select an option (e.g., Sources (most)).
4. Click a suggestion (e.g., Create article: [article title]).
5. To dismiss a drafted article, select the checkbox, then click Dismiss. 
6. To generate the article, review the summary in the right panel, then click Generate article.

7. Review the generated article.
   • To see what tickets and knowledge gaps contributed to the drafted article, click Source conversations.
   • To edit the article before publishing, click Save as draft. Learn more about editing knowledge base articles.

Please note: editing the drafted article will move the article from the Suggestions tab to the Manage tab.

Review suggested edits

The knowledge base agent analyzes your existing articles and surfaces edit suggestions where content may be unclear, outdated, or incomplete. Review, accept, or dismiss each suggestion from the Suggestions tab. 

1. In your HubSpot account, click More, then navigate to Service > Knowledge Base. If More doesn't appear in your account, navigate to Service > Knowledge Base directly.
2. Click the Suggestions tab.
3. In the left panel, click the Filter dropdown menu and select Update. To sort the suggestions, click the Sort dropdown menu and select an option (e.g., Sources (most)).
4. Click a suggestion (e.g., Update article [article title]).
5. In the right panel, review the suggested edit. 
   • To accept all suggested edits, click Accept all and publish in the bottom right. 
   • To accept all suggested edits as a draft, click Accept all and save as draft in the bottom right.
   • To accept or dismiss some of the suggested edits, click Accept or Dismiss below each suggested edit. Then click Accept [#] and save as draft or Accept [#] and publish.

Manage knowledge base agent settings

After your knowledge base agent has been created, edit its pipeline filters, add target audiences, guardrails, and additional instructions.

Please note: changes to these settings start a new agent run and are typically processed within 30 minutes.

1. In your HubSpot account, click More, then navigate to Service > Knowledge Base. If More doesn't appear in your account, navigate to Service > Knowledge Base directly.
2. Click the Suggestions tab.
3. In the left panel, click the Settings icon and select Configure agent.

Please note: you can also access these settings by clicking the Settings icon and navigating to Content > Knowledge base. Then, click the Knowledge base agent tab.

4. Review or update the following settings:
   • To turn the knowledge base agent on or off, toggle the Enable KB Agent switch on or off. Suggestions remain visible and are not deleted if the agent is turned off in a knowledge base.
   • To change the ticket pipelines the agent scans, click the Ticket pipeline dropdown menu and select or clear the pipelines.
5. In the Advanced settings section, customize how the agent generates article suggestions. These fields are only available when the agent is turned on:
   • Target audience: enter who the knowledge base is for (e.g., Customers).
   • Guardrails: enter any topics the agent should not generate articles about (e.g., Billing).
   • Additional instructions: enter any additional details about the content or formatting you'd like the agent to follow.
6. When finished, click Save, then choose whether to clear your existing suggestions.