Answer customer questions day and night with the HubSpot Customer Agent
The Customer Agent is one of HubSpot's Breeze AI agents. It answers chat and messaging questions from your own help content. We get that content ready, set the rules for when a person takes over, and test it before customers see it.
Free, 30 minutes, and you'll leave with at least one clear next step.
- Hub
- Any HubSpot hub, Smart CRM or Revenue Hub
- Plan needed
- Professional or Enterprise
- Status
- Generally available
Uses HubSpot credits for each resolved conversation
What questions can the Customer Agent answer well?
The agent does best on questions that already have a written answer somewhere in your business. These are the ones we see most from our clients' customers.
- A shopper asks where their order is, or how to swap a size.
- A prospect asks what's included in each of your service plans.
- A customer asks for your return or cancellation policy.
- A new client asks how to get started and what to send you first.
- A buyer asks which product fits their setup, and your docs cover it.
- A new lead asks to talk to sales, and the agent books the meeting.
How does the Customer Agent work?
You give the agent your content, such as help articles, policy pages and product or service guides. When a customer asks a question on chat, Facebook Messenger, WhatsApp or email, it writes an answer from that content and shows where the answer came from. It can also take actions you set up, like booking a meeting.
When it isn't confident, or a rule says a person should take over, it hands the conversation to your team in the HubSpot inbox or help desk. Your reps see the whole chat, so the customer doesn't have to repeat themselves.
You can also start quietly. The agent can suggest replies to your reps inside the help desk without talking to customers at all. Those suggestions are free, and they show you how good its answers are before it goes live.
How does Customer Agent billing work?
You pay per resolved conversation, not per message. Each one uses HubSpot credits, the usage allowance that comes with your plan. Check HubSpot's credit rate sheet and pricing page for the current rate, what credits cost and whether a free trial is running.
A conversation counts as resolved when the agent answered with a source or finished an action, and the visitor didn't ask for a person within 72 hours. Qualifying or disqualifying a lead also counts.
If your credits run out, the agent stops taking new conversations until your allowance resets or you buy more. Chats then go to your normal handoff process, so customers still reach someone. A voice version is in beta and is charged by the minute.
What should the agent handle, and what should go to your team?
Good for the agent
- Questions with a written answer in your content
- Policies, hours, shipping and returns
- Product, plan and how-to questions covered by your docs
- Booking a meeting with sales
- First questions from new leads, so it can sort them
Send to a person
- Custom pricing and quotes
- Warranty claims, refunds over a set amount and safety issues
- Angry customers or anything legal
- Questions your docs don't answer
- Large accounts that expect their own rep
Start behind the scenes, then go live
You provide HubSpot access, your current help content and the person who knows your customers' questions best. You get an agent that answers from approved content, and a team that knows how to work with it.
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Pull the questions customers ask
We read recent chats, emails and tickets to find the questions customers ask most, and which ones already have a good written answer.
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Fix and fill the content
We update old articles, write missing ones and remove anything that contradicts itself. This is usually the biggest job, and it helps your human team too.
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Start with reply suggestions
The agent drafts replies for your reps inside the help desk. Your team grades the answers, and we fix the content behind any bad ones.
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Set handoff rules
We decide with you which topics and customers always go to a person, and where those chats land in the inbox.
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Go live on one channel
We turn it on for website chat first and watch how many chats it resolves and how many credits it uses. Once it holds up there, we add WhatsApp, Messenger or email.
When to hold off on the Customer Agent
You're on a Starter plan
It needs Professional or Enterprise of a HubSpot hub, Smart CRM or Revenue Hub, plus credits. On Starter, work out first whether the upgrade pays for itself.
Your answers live in people's heads
If nothing is written down, the agent has nothing to read. Writing the content comes first.
Most questions need account data
If customers mostly ask about their own orders or accounts and that data sits in another system, like your store platform or billing tool, the agent can't see it unless that data reaches HubSpot.
You only get a few chats a week
A person can answer those faster than you can set up and maintain an agent.
What did moving support into HubSpot change for one client?
Charlie Hustle moved customer service out of Zendesk and email out of Klaviyo into one HubSpot account. Support and marketing now share the same customer record. A Customer Agent needs that groundwork, because the agent and your reps work in the same inbox with the same history.
What if customers ask about their own orders?
The Customer Agent answers from content you give it. It can't check live order or account status in another system, and you may not want private details in public answers. For those jobs we build custom AI workflows. We can bring that data into HubSpot, or build a private assistant for your sales and service team.
Customer Agent questions
What plan and permissions does the Customer Agent need?
Professional or Enterprise of Marketing, Sales, Service, Data or Content Hub, Smart CRM or Revenue Hub, plus HubSpot credits. It isn't available on Starter. The person who sets it up needs the "Customer agent editor" permission and an assigned seat.
What counts as a resolution?
The agent answered with a source or completed an action, and the visitor didn't ask for a person within 72 hours. Qualifying or disqualifying a lead also counts. Each resolution uses credits.
What happens if it doesn't know the answer?
It hands the conversation to your team based on its confidence and the rules you set. Your rep sees the full chat in the HubSpot inbox or help desk.
Does the Customer Agent work on WhatsApp and email?
Yes. It works on live chat, Facebook Messenger and WhatsApp through the HubSpot inbox or help desk, and on email. A voice version is in beta.
Can we have a different agent for each brand?
Yes. Each brand in HubSpot can have its own Customer Agent. That helps companies that sell under more than one name, like a firm with a separate brand for a second market.
Can it look up a customer's order?
Only if it can reach that information. If order data lives in your store platform, billing tool or back-office system, we either sync it into HubSpot or build a custom step that looks it up.
Who runs the agent day to day?
Usually someone in customer service who knows the questions customers ask. They review handoffs, flag wrong answers and keep the help articles current. We train that person before launch.
Related
Count the questions an agent could answer
Walk us through the questions your team answers most. We'll tell you how many the Customer Agent could handle and what content you'd need first.