AI 'Customer Agent' for Sales, Marketing & Service

• Decide the role your Customer Agent will play:
  - Sales: qualification, routing, booking
  - Marketing: engagement, education, lead capture
  - Service: support, FAQ handling, triage
  
  

• Map typical questions the agent should answer.
• Define the tone and voice to match your brand language e.g. friendly, professional, witty...

• Group content into clear categories (e.g., “Shipping”, “Pricing”, “Support Process”).
• Create a dedicated folder in Files (e.g., FAQs – 2025) and upload reference documents in supported formats: .txt, .pdf, .html, etc.
• Mark all files as Public.

• Go to Customer Agent settings in HubSpot.
• Click Add Content, search for your folder, and attach the relevant files.
• Verify content visibility and permissions.

• Go to Chatflows.
• Choose which pages the Customer Agent appears on:
  • Entire site
  • Homepage only
  • Contact or service-specific pages
• Configure welcome message, branding colours, and trigger settings.

• Disable source citations if you want to protect internal documents.
• This helps you maintain control over proprietary information while keeping the agent informed.

• Go to the Short Answers section.
• Manually add high-priority questions and answers.
• Ideal for:
  • Campaign-specific queries
  • Undocumented updates
  • Tactical response needs

• Run common user scenarios
• Use the Knowledge Gaps report to find unanswered or mismatched queries

Note: this is where the journey begins - So do make sure you keep checking and testing that the right content is appearing in conversations.