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.
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:
How does this work?
What does it cost?
What should I do next?
Customer Agent makes those answers instantly accessible.
Customer Agent is an AI-powered chat experience inside HubSpot Service Hub that:
Answers questions using your content
Collects structured inputs from visitors
Triggers actions and workflows
Hands off to humans when needed
It’s not a rules-based chatbot - it’s a trained agent powered by your knowledge.
Before you ever turn Customer Agent on, you need to build its “brain.”
That includes:
Website pages
Blog content
Knowledge base articles
PDFs and documentation
Public URLs (for regulatory or reference content)
Short, custom answers for common questions
Without this foundation, the agent can’t meet customer expectations.
Pro Tip: You should start building content for Customer Agent months before activation.
Actions allow Customer Agent to do more than answer questions.
Examples include:
Pricing inquiries
Order status lookups
Password resets
Onboarding questions
Qualification logic for new leads
Actions can collect inputs, validate responses, and even trigger API calls when configured correctly.
Customer Agent isn’t meant to replace humans - it’s meant to route conversations intelligently.
You can:
Hand off to live support agents
Route asynchronously with booking links
Convert qualified visitors into sales conversations
This is where customer service becomes a growth engine.
The two biggest challenges with Customer Agent are:
Creating enough high-quality content
Defining meaningful actions
Both require strategy, documentation, and testing. But once complete, the payoff is enormous.
Customer Agent improves:
Customer satisfaction
Retention
Referral rates
Lead conversion
Operational efficiency
All from a single AI-powered interface baked directly into HubSpot.
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.