The Solution: HubSpot’s new Customer Agent. This isn't just a chatbot; it’s an autonomous team member. It doesn’t just read your knowledge base—it can securely access your CRM data and external systems to resolve issues without human intervention.
Why this is a game-changer: In the video, we break down features that transform this from a simple support tool into a revenue-saving engine. Here is what makes it so powerful:
1. It Can Read & Write CRM Data (Beta)
This is the feature most people miss. You can grant the agent permission to update properties on a contact record.
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Example: A customer chats in to change their billing address or update their preferences. The Agent verifies their identity (via email match) and updates the field for you. No ticket needed.
2. It Takes Action (API Integration)
You can configure "Agent Goals" that allow the AI to check external systems.
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Example: If a client asks, "Where is my order?" the Agent can trigger an API call to your fulfillment system and provide the tracking number instantly.
3. It Knows When to Quit (Smart Handoffs)
You don't want an AI arguing with an upset client. You can set specific Sentiment Triggers. If a customer uses words like "angry," "human please," or "frustrated," the Agent immediately hands the chat off to a live rep.
4. It Teaches You (Knowledge Gaps)
The "Knowledge Gaps" report is a goldmine. The Agent will tell you exactly which questions it couldn't answer.
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The Hack: It prompts you to write a short answer or KB article right there, instantly making the bot smarter for the next person.
Watch the Video to Set This Up
Configuring the security settings, data permissions, and "personality" of your agent takes a few specific steps.
Watch the full video below to see exactly how we build a Customer Agent that handles tickets so your team doesn't have to.
By Chris Grant
