Set up and use the closing agent

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

Assign the closing agent to a chatflow as a live chat channel. The agent answers questions about a quote using the knowledge you provide. Anyone involved in the buying process can ask the agent about the quote when viewing it.

Based on its confidence level, the closing agent either generates a response backed by a verifiable source or asks follow-up questions to further clarify the buyer's request. If the closing agent recognizes the need for human help, it reassigns the conversation to the quote owner, or assigned teams, based on the handoff rules.

The closing agent responds in the quote language.

Please note: don't include sensitive information in your inputs. The closing agent uses artificial intelligence to generate responses, which 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 organize content into sections.
• Include bullets and lists for easier readability.
• Use simple language and avoid overly complex sentences.
• Include 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. Learn more about the way Breeze features leverage data.

Create and activate the closing agent

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

Create the closing agent

1. In your HubSpot account, navigate to Breeze > Marketplace.
2. In the search bar, enter Closing agent.
3. Click Closing Agent.
   
   
4. Click Add agent.
5. Click Create agent.
6. In the Agent name field, enter a name for the agent. The name appears in the live chat window.
7. Click Next.
8. Select the handoff inbox to direct users to if the agent can't answer questions. Users can manage responses via the selected inbox: 
   • To use an existing inbox, click Choose an existing inbox. Click the Choose an inbox dropdown menu, and select an inbox. The inbox must have 24/7 availability.
   • To create a new inbox, click Create a new chat inbox. In the Inbox name field, enter the name of the inbox. 
9. Click Next.
10. Knowledge sources give your agent the information it needs to respond to users. At least one knowledge source is required. 
    
    

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

    • Click Add files. 
    • Select how to add your 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.
11. In the Add public URLs field, add a URL of a public source (e.g., your website, knowledge base articles, or FAQs), and click Add URL. 
12. 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. On the left, click Agent identity.
4. Under Avatar, click the current 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, add, and delete knowledge sources

1. In your HubSpot account, navigate to Commerce > Closing Agent.
2. At the top, click the Manage tab.
3. On the left, click Knowledge sources.
4. Existing knowledge sources are displayed in the table.
5. Above the table, 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.
6. To delete knowledge sources:
   
   • Use the search bar to search for content. 
   • Above the table, click All categories to filter by categories (files, URLs, or knowledge base articles).
   • Select the checkboxes next to the knowledge sources and click Remove as source at the top of the table.
     
     

Configure handoff rules

When the agent recognizes the need for human assistance it hands 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. At the top, click the Manage tab.
3. On the left, click Handoff rules.
4. 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 assigns the handoff to the quote owner. Under If there is no quote owner available, assign handoff to specific teams, click the dropdown menu and select a team.
   • Specific teams: the agent assigns the handoff to a team. 
     • Click the dropdown menu.
     • Select a team from the list.
5. Notifications are sent to assignees in-app and via email. To send notifications via other apps (e.g., Slack, Microsoft Teams), under Notifications click an app to connect it to HubSpot. 
6. 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 available, show this message field, enter the message you'd like to display to visitors when the quote owner or teams are available.
   • In the If all representatives are unavailable, show this message field, enter the message to display to visitors when representatives are unavailable.
7. Click Save.

Configure agent messaging defaults

Set the agent’s welcome message, first action, and quick replies.

1. In your HubSpot account, navigate to Commerce > Closing Agent.
2. At the top, click the Manage tab.
3. On the left, click Messaging defaults.
4. To set the welcome and first action messages of the agent, under Agent messaging:
   • In the Welcome field, enter the message the agent sends 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, how can I help?).
5.  To set the quick replies visitors can choose when using the agent, under Visitor's responses:
   • Click the Quick replies dropdown menu.
   • To use existing quick replies, select a quick reply.
   • To create a new quick reply, enter the quick reply text, then click Create option.
6. Click Save.

Deactivate the closing agent

If you no longer want buyers to use the closing agent on quotes, deactivate it from the agent settings.

1. In your HubSpot account, navigate to Commerce > Closing Agent.
2. At the top, click the Manage tab.
3. On the left, click Agent activation.
4. Click Deactivate closing agent.

Using the closing agent on a quote

Learn how to use the closing agent when building a quote.

Next steps

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