Imagine having someone on your website who can instantly answer questions, route visitors to the right resources, and hand conversations off to the right people - automatically.
That’s exactly what HubSpot’s new Customer Agent is designed to do. And while it technically lives inside Service Hub, its impact reaches far beyond customer support.
Customer Support and Marketing Are No Longer Separate
One of the biggest misconceptions in growth strategy is that customer support, marketing, and sales are different functions. In reality, they solve the same problems for different audiences.
Your existing customers and your future customers ask the same questions:
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How does this work?
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What does it cost?
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What should I do next?
Customer Agent makes those answers instantly accessible.
What Is HubSpot’s Customer Agent?
Customer Agent is an AI-powered chat experience inside HubSpot Service Hub that:
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Answers questions using your content
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Collects structured inputs from visitors
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Triggers actions and workflows
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Hands off to humans when needed
It’s not a rules-based chatbot - it’s a trained agent powered by your knowledge.
The Most Important Part: Knowledge Sources
Before you ever turn Customer Agent on, you need to build its “brain.”
That includes:
Without this foundation, the agent can’t meet customer expectations.
Pro Tip: You should start building content for Customer Agent months before activation.
Actions: Where Customer Agent Becomes Powerful
Actions allow Customer Agent to do more than answer questions.
Examples include:
Actions can collect inputs, validate responses, and even trigger API calls when configured correctly.
Human Handoff and Lead Conversion
Customer Agent isn’t meant to replace humans - it’s meant to route conversations intelligently.
You can:
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Hand off to live support agents
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Route asynchronously with booking links
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Convert qualified visitors into sales conversations
This is where customer service becomes a growth engine.
Why Most Companies Aren’t Ready Yet
The two biggest challenges with Customer Agent are:
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Creating enough high-quality content
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Defining meaningful actions
Both require strategy, documentation, and testing. But once complete, the payoff is enormous.
The Bigger Picture
Customer Agent improves:
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Customer satisfaction
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Retention
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Referral rates
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Lead conversion
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Operational efficiency
All from a single AI-powered interface baked directly into HubSpot.
Ready to Put HubSpot to Work for You?
At The Gist Inbound, we help businesses set up HubSpot the right way, from automation like this to complete CRM builds and inbound marketing strategies. If you want to scale your growth without adding more to your plate, let’s talk.
Work with us.
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