Are you tired of your support team being swamped with repetitive questions, leaving them little time for complex customer issues? Do you dream of providing instant, accurate support 24/7 without hiring a massive support team? The solution is here: HubSpot's AI-powered Customer Agent, driven by Breeze AI.
This step-by-step will walk you through setting it up, so you can reclaim your team's time and boost customer satisfaction.
Prerequisites (Don't Skip These!)
- Service Hub Professional or Enterprise: This feature is exclusive to these plans.
- Live Chat Setup: You need at least one live chat connected to your conversations inbox or help desk.
- Chatflows Permissions: Ensure you have the necessary permissions to create and edit chatflows.
- HubSpot Tracking Code (External Sites): If using the agent on non-HubSpot sites, the tracking code must be installed.
Step-by-Step Guide
- In your HubSpot account, go to Breeze AI > Customer agent > Click Create agent in the upper right.
- Configure general information:
- Name: Give your agent a clear, descriptive name (e.g., "SupportBot").
- Role: Choose the appropriate role (Customer Support is currently optimal).
- Personality: Select a personality that aligns with your brand (Friendly, Professional, etc.).
- Choose content sources
- HubSpot Content: Use the "Add existing content" dropdown to select knowledge base articles, website pages, blogs, and landing pages.
- External Websites: Enter public URLs in the Public URL field. Check Import related URLs to include associated pages.
- Click "Create agent" in the bottom right > Assign Your Customer Agent to a Chatflow:
- Go to Breeze AI > Customer Agent > Overview tab.
- Click Assign agent.
- On the Channels tab, click Assign agent next to your desired chatflow.
- Top Tip: Ensure your chatflow is active before assigning the agent.
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Configure the hand-off settings:
- In the dialog box, use the "If the AI can’t answer, assign to" dropdown to route unanswered conversations.
- Choose No one (unassigned view) or Specific users and teams.
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- Click Assign agent then Next.
- Top Tip: Only paid Sales Hub or Service Hub users can be used in routing rules.
Preview and publish:
- Click Preview to test the agent's responses.
- Toggle the switch on to make the agent live on your website.
Good to know:
You can also add Private Knowledge Base Articles as of March 2025! To do so, follow the same steps as above and when it comes to adding content just click "HubSpot content & links". In the "Sync HubSpot content" field select "Knowledge Base" and all articles including private ones will automatically sync in the background.
Top tip: For these private knowledge base articles you might not want to enable citations in order to keep them private. Follow the steps below to hide them.
- Go to "Breeze" in the main navigation > Customer Agent.
- Click on "Content".
- Select any source.
- You should see a new column "Citations" in the table.
- Flick the toggle on or off.
- The Customer Agent will now only show citations for sources where the Citations toggle is on.
