HubSpot | Add HubSpot AI ‘Customer Agent’ to Sinch Channel (help desk)

A Customer Agent in HubSpot is an AI-powered assistant built into HubSpot’s CRM platform. It’s designed to handle customer conversations directly within the Conversations Inbox, Service Hub, and across other Hubs.

By connecting a Customer Agent to the HubSpot Help Desk (or Conversations Inbox), the Sinch channel can automatically respond to customer questions. This allows common queries to be handled instantly, while still giving users control over when to hand off the conversation to a human agent by configuring the Customer Agent.

Customer Agent knowledge, replies and context

Customer Agent responses are based on knowledge supplied to the agent. This knowledge can come from:

• Text

• Public URLs

• Files

Conversation and context layer

• Breeze Agents operate on HubSpot’s CRM and conversation layers.

• Help Desk agents can view emails, chats, and previous conversations for a contact before replying because HubSpot Help Desk surfaces CRM record history and timeline context.

• The Sinch integration logs conversations to the HubSpot contact timeline, so Customer Agents will also be able to reference Sinch conversation history as those messages are linked to the same contact identity.

HubSpot Customer Agent Configuration

1. Create a Customer Agent by clicking on Service from the left-side navigation bar and then on the Manage tab.

2. Click on Agent identity and fill in the required fields (Agent name, Role, Personality).

   

3. Click the Save button.

4. Feed the knowledge base by providing the content and data sources.

   

5. Click the Create Agent button.

6. Configure and customize the customer agent's handoff process.

   

Connect Sinch as a channel to a customer Agent

1. Navigate to Channels from the left-side menu.

2. Click Deploy agent.

   

3. Choose the correct workspace i.e. Help Desk.

4. From the list of available channels, select Sinch (SMS & MMS) and click Deploy. You’ll need to make sure you’ve already added SMS as a channel to Help Desk first.

   You can find more information about managing the channels the customer agent is assigned to in this HubSpot support article.

   

After connecting a Customer Agent to the Help Desk:

• When a question arrives e.g. via text message, the Customer Agent replies by referring to the connected knowledge base. 
• If triggered, the agent notifies the HubSpot user and assigns the conversation.