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HubSpot Customer Agent in Chat

HubSpot Customer Agent

Overview


Customer Agent is HubSpot’s AI-powered support assistant that helps your customers get fast, accurate answers, 24/7. It uses content from your knowledge base and other configured sources to respond to common questions, guide users through tasks, and reduce the workload on your support team.

The assistant is embedded in your customer-facing experience (for example, your support widget or portal) so customers can self-serve while still having an easy path to your human team when needed.

 

Key benefits


Customer Assistant helps you:

- **Deflect repetitive tickets**  
  Automatically handle common “how do I…” and “where do I…” questions so agents can focus on higher‑value work.

- **Improve response times**  
  Provide instant answers around the clock, even outside your team’s normal business hours.

- **Increase content ROI**  
  Put your knowledge base and documentation to work by using them as the source of AI-generated replies.

- **Keep answers on-brand and accurate**  
  Responses are grounded in the content and sources you configure, helping maintain consistency and reduce risk.

- **Create smooth handoffs to humans**  
  When a question is too complex or sensitive, the assistant can route the customer to live chat, submit a ticket, or surface other contact options.

Where customers see Customer Assistant

Depending on how you configure it, your customers may see Customer Assistant in:

- **Website support widget / chat launcher**  
  Embedded on key pages (e.g., Help Center, product pages, in-app).

- **Knowledge base or help center**  
  As a “Ask a question” or chat-style interface alongside your articles.

- **In-app support panel**  
  Inside your product, so users can ask questions without leaving their workflow.

- **Other connected channels** (where supported)  
  For example, specific messaging channels or portals you connect to HubSpot.

The exact placement and branding depend on your portal’s configuration and theme settings.

Example use cases

Here are common ways teams use Customer Assistant:

- **Product troubleshooting**  
  - “Why can’t I log in?”  
  - “How do I reset my password?”  
  - “What does this error message mean?”

- **How‑to guidance**  
  - “How do I connect my email?”  
  - “Show me how to create a ticket.”  
  - “How can I update my billing details?”

- **Policy and process questions**  
  - “What is your refund policy?”  
  - “How long does shipping take?”  
  - “How do I cancel my subscription?”

- **Onboarding support**  
  - Step‑by‑step guidance for new users based on your existing onboarding articles or guides.

In each case, Customer Assistant looks at your configured content, finds the most relevant information, and generates a concise, conversational answer.

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## Basic requirements

To use Customer Assistant effectively, you’ll typically need:

- **A supported HubSpot subscription**  
  - Access to Service Hub and any AI/assistant entitlements required for your portal and region.
- **Published knowledge base or help content**  
  - Well-structured articles that cover your most common questions.
  - Clear titles and headings to help the assistant find the right content.
- **Configured support channels**  
  - A connected chat widget, in-app help panel, or other customer-facing surface where the assistant can appear.
- **Admin permissions**  
  - A user with the right permissions to configure AI features, channels, and knowledge base settings.

Feature availability and limits can vary by subscription tier and region.

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## Setup: high-level steps

The exact steps in your portal may differ slightly, but at a high level you will:

1. **Confirm access and permissions**  
   - Verify that your subscription includes Customer Assistant and that you have permissions to manage AI and support channels.

2. **Prepare your content**  
   - Identify your top contact drivers (most common questions).  
   - Create or update knowledge base articles that answer those questions clearly.  
   - Use descriptive titles and headings so the assistant can match user questions accurately.

3. **Enable Customer Assistant in your chosen channel(s)**  
   - Go to your service or channel settings.  
   - Select the relevant inbox, chatflow, or channel where you want to add the assistant.  
   - Turn on the Customer Assistant or AI reply option, if available.

4. **Configure behavior and tone**  
   - Choose the content sources (e.g., specific knowledge base categories).  
   - Adjust the assistant’s tone and answer style, where supported, to align with your brand.  
   - Define when to escalate to a human (e.g., for billing, account changes, or sensitive topics).

5. **Test the experience**  
   - Use preview or test mode to ask common customer questions.  
   - Confirm that answers are accurate, concise, and grounded in your content.  
   - Refine or add articles where the assistant struggles to answer well.

6. **Roll out to customers**  
   - Publish changes to your live widget or help center.  
   - Monitor performance (deflection, satisfaction, handoff rates) and iterate on your content.

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## Managing Customer Assistant

### How to turn Customer Assistant on

In most configurations, you will:

1. Open your **Service** or **Inbox** settings.  
2. Choose the **channel** (e.g., live chat or help widget) where you want to use the assistant.  
3. Look for an option such as **Customer Assistant**, **AI-powered help**, or **AI chat assistant**.  
4. Toggle the feature **On** and complete any required setup steps (content sources, behavior, tone).

The exact naming and path may differ based on product updates and your subscription.

### How to turn Customer Assistant off

If you need to temporarily or permanently disable the assistant:

1. Go back to the same **channel** or **assistant** configuration screen.  
2. Toggle the Customer Assistant setting **Off**.  
3. Save and publish your changes so customers are routed to your standard chat or ticket options instead.

You can usually re-enable it at any time using the same controls.

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## Best practices

To get the most from Customer Assistant:

- **Invest in your content**  
  High-quality, up-to-date articles are the foundation of accurate AI answers.

- **Start with a limited scope**  
  Begin with a few high-volume topics, evaluate performance, then expand coverage.

- **Define clear escalation rules**  
  Decide what the assistant should and should not answer, and when to hand off to agents.

- **Monitor and iterate**  
  Regularly review conversation logs, identify gaps, and update your knowledge base.

- **Align with your brand**  
  Configure tone and guardrails so answers reflect how you want to speak to your customers.


If you share your current subscription tier and where you want the assistant to appear (e.g., website, in‑app, knowledge base), a more tailored setup checklist can be outlined for your specific portal.