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How To Set Up A Customer Agent In HubSpot

HubSpot Customer Agent Setup Guide For AI Chat Automation And Smarter Support Workflows

Creating an efficient customer support system often comes down to how well you equip your agents. HubSpot's Customer Agent tool gives you a way to set up AI-powered assistance that works alongside your human support team. Done right, it helps resolve customer questions faster, reduces manual work, and keeps your support queue moving.

What a HubSpot Customer Agent does

A Customer Agent in HubSpot is an AI-powered tool that automatically responds to customer inquiries in live chat conversations. It pulls knowledge from your HubSpot knowledge base and any connected sources you've enabled. This allows your support team to handle more tickets while still delivering quick, accurate responses.

The Customer Agent handles simple, repetitive questions, freeing your human agents to focus on more complex or sensitive issues. It stays inside your HubSpot platform, which means no switching tools or losing conversation context.

Step-by-step: How to Create Your Customer Agent

Go to your HubSpot Service Hub

  • From your HubSpot dashboard, navigate to Service > Customer Agent.

Start building your agent

  • Click Create customer agent.
  • Give it a clear name that reflects its role.

         Examples:

    • [Your Company Name] HelpBot (ex: FMK HelpBot)
    • [Your Product Name] Assistant / [Your Service Name] Guide
    • Support Assistant
    • Customer Help Bot

Choose where it will work

  • Select which chatflows or channels the agent will respond in (like live chat or website support).

Connect knowledge sources

  • Link your HubSpot knowledge base.
  • Add other data sources (website pages, product documentation, FAQs).

Customize agent behavior

  • Set greeting messages.
  • Choose when it should escalate conversations to a live agent.
  • Customize how it interacts with customers during chats.

For full setup instructions, follow HubSpot's official guide.

Set up Actions to Control the Customer Agent

After you launch your Customer Agent, it needs clear actions to know how to respond. These actions tell it exactly what to do based on what customers ask.

 Provide instant answers

  • Use your knowledge base to automatically pull answers to common questions.

Collect customer information

  • Have the agent ask for name, email, or account details during chats.

Escalate when needed

  • If the agent can't resolve an issue, set it to hand off the chat to a live human agent.

Update your CRM automatically

  • Log every interaction directly into contact records or tickets.

You can configure these actions inside your agent's settings. HubSpot has a full resource on setting up Customer Agent actions.

Example of a Working Customer Agent Scenario

A customer visits your support site and starts a live chat. They type: "How do I update my billing info?"

The Customer Agent instantly pulls the correct answer from your knowledge base and provides step-by-step instructions. The customer follows the steps but hits an error. The agent recognizes it can't solve the problem and seamlessly escalates the chat to a live agent. The human agent jumps in with full conversation history, making the transition smooth.

Meanwhile, the entire chat is logged into the customer’s CRM record.

Why Setting up a Customer Agent Helps

Using a Customer Agent in HubSpot gives your team:

  • Faster first responses.
  • Fewer repetitive support tickets.
  • Smooth AI-to-human handoffs.
  • Always-updated CRM records.
  • Consistent, accurate answers from your knowledge base.

As your knowledge base grows, your Customer Agent keeps improving, handling more types of questions without extra effort.

Get Your Customer Agent Working For You

Setting up your HubSpot Customer Agent isn’t complicated, but getting it right takes a thoughtful approach. We help businesses configure their agents, build strong knowledge bases, and create conversation flows that improve both efficiency and customer satisfaction.