Set up and use the closing agent

Create a closing agent powered by Breeze, HubSpot's AI, that uses contextual files to answer users' questions on quotes.

The closing agent is assigned to a chatflow as a live chat channel. It'll answer questions about a quote using knowledge provided to it. Different people involved in the buying process can ask the agent about the quote when viewing it.

Based on its confidence levels, the closing agent will either generate a response backed by a verifiable source or ask follow-up questions to further clarify the visitor’s request. If the closing agent recognizes the need for human assistance, it'll re-assign the conversation to the quote owner, or assigned teams, based on the handoff rules.

The closing agent will respond in English.

Please note: don't include sensitive information in your inputs. The closing agent uses artificial intelligence to generate responses and these may contain errors.

Best practices

When working with the closing agent, use content sources that:

• Contain common user queries, comprehensive information, and are regularly updated. For example, FAQs and knowledge base articles.
• Use clear headers and subheaders to break down content into sections.
• Include bullets and lists for easier readability.
• Use simple language and avoid overly complex sentences.
• Incorporate common search phrases that users are likely to use.

• Use variations of common search phrases to improve the accuracy of responses and cover more user search terms.

Please note: by using this tool, you agree to comply with OpenAI’s Usage Policies, Content Policy, and Sharing & Publication Policy. You can learn more about the way Breeze features leverage data at behindhubspotai.com.

Create and activate the closing agent

Set up and activate the closing agent for use on quotes.

Create the closing agent

1. In your HubSpot account, navigate to Commerce > Closing Agent.
2. Click Create agent.
3. In the Agent name field, enter the agent name.
4. Click Next.
5. A handoff inbox is needed to direct users to, if the agent can't answer questions. 
   • To use an existing inbox in your account, click Choose an existing inbox, click the Choose an inbox dropdown menu, and select an inbox.
   • To create a new inbox, click Create a new chat inbox. In the Inbox name field, enter the inbox name. 
6. Click Next.
7. Knowledge sources provide your agent with the information it needs to respond to users of the agent. At least 1 knowledge source is required. 
   
   

   Please note: files containing sensitive information may not be used.

   • Click Add files.
   • In the right panel, use the search bar to search for a file that is already uploaded to the files tool. Once found, click the file to select it, then click Insert files to add them to the quote.
   • Under Recently updated, click the checkboxes next to files you'd like to add. Click View all to view all files. Click Insert files to add the files to the quote.
   • Click Upload to upload files from your device. Click Insert files to add the files to the quote.
8. In the Add public URLs field, add a URL of a public source (e.g., your support articles, or FAQs), and click Add URL. 
9. Click Create agent.

Activate the closing agent

Once the agent has been created, activate the agent for use on quotes.

1. In your HubSpot account, navigate to Commerce > Closing Agent.
2. Click Activate agent.
3. Click Activate closing agent.

Edit the closing agent settings

Edit and update the closing agent's identity, knowledge sources, handoff rules, and message defaults.

Edit the agent identity

1. In your HubSpot account, navigate to Commerce > Closing Agent.
2. At the top, click the Manage tab.
3. Click Agent identity.
4. Click the avatar to change the avatar image.

   • In the right panel, click the image to add it to the template.

   • To add an image from a URL, design an image with Adobe Express, or design an image with Canva, click the down do down arrow on the Upload button and select an option.
     
     

   • To add an image from your device, click Upload, then add an image from your computer.

5. In the Agent name field, enter the name for the agent. 
6. Click Save.

View, edit, and delete knowledge sources

1. In your HubSpot account, navigate to Commerce > Closing Agent.
2. At the top, click the Manage tab.
3. Click Knowledge sources.
4. Existing knowledge sources will be displayed in the table.
   • Use the search bar to search for content. 
   • In the upper right, click All categories to filter by categories (files, URLs, or knowledge base articles).
   • To delete knowledge sources, select the checkboxes next to the knowledge sources and click Remove as source at the top of the table.
     
     
5. To add content, in the upper right, click Add content to add more knowledge sources.
   • Click Knowledge base to add content from your knowledge base.
   • Click Files to add content from the files tool.
     • In the right panel, use the search bar to search for a file that is already uploaded to the files tool. Once found, click the file to select it, then click Insert files to add them to the quote.
     • Under Recently updated, click the checkboxes next to files you'd like to add. Click View all to view all files. Click Insert files to add the files to the quote.
     • Click Upload to upload files from your device. Click Insert files to add the files to the quote.
     • Click Public URLs to add a URL of public content.
       • In the Add public URLs field, enter a URL.
       • Click Add URL.

Configure handoff rules

When the agent recognizes the need for human assistance, it'll hand off to the quote owner, or your chosen teams. 

To configure your handoff rules:

1. In your HubSpot account, navigate to Commerce > Closing Agent.
2. Click Handoff rules.
3. To set who the agent hands off to, under Assignment, click the Assign handoff to dropdown menu and select an option:
   • Quote owner: the agent will assign the handoff to the quote owner.
   • Specific teams: the agent will assign the handoff to a team. 
     
     • Click the dropdown menu.
     • Enter the name of the team and select it from the list.
4. To set the messages that visitors see when the quote owner or teams are unavailable, under Messages to the buyer:
   • In the If the quote owner or any chosen teams are unavailable, show this message field, enter the message you'd like to display to visitors when the quote owner or teams are unavailable.
   • In the If all representatives are unavailable, show this message field, enter the message to display to visitors when representatives are unvailable.
5. Click Save.

Configure agent messaging defaults

Set the agent messages and quick replies for the closing agent.

1. In your HubSpot account, navigate to Commerce > Closing Agent.
2. Click Messaging defaults.
3. To set the welcome and first action messages of the agent, under Agent messaging:
   • In the Welcome field, enter the message the agent will send to introduce itself.
   • In the First action field, enter the message the agent sends as its first action to visitors (e.g., I can answer questions about this quote).
4.  To set the quick replies visitors can choose when using the agent under Visitor's responses:
   1. Click the Quick replies dropdown.
   2. Select a quick reply.
5. Click Save.

Deactivate the closing agent

1. In your HubSpot account, navigate to Commerce > Closing Agent.
2. Click Agent activation.
3. Click Deactivate closing agent.

Using the closing agent on a quote

Learn how to use the agent when building your quote.

Next steps

• Set up quotes.
• Set up quote approvals.
• Create and send quotes.
• Manage quotes.
• Manage quote approvals.