Customer agent hand-off

Service Hub Tips, Tricks & Best Practices
,
1

Hi, HubSpot community! I want to launch the AI customer agent for multi-language chatflows (UK, France, US, global chatflows). Each chatflow is currently connected to its own dedicated inbox, and we want to keep it that way so that conversations continue routing to the correct teams.

Here’s the challenge:
I’d like to enable live human handoff for all chatflows except the Global chatflow - for Global, the AI agent should stay assigned with no human escalation. At the same time, ideally each chat would be routed to the correct inbox.

However, it looks like HubSpot only allows one Customer Agent configuration, meaning all chatflows must share the same handoff settings across all deployment channels.

I tried to mave all chatflows to one inbox and notify the correct team with a workflow - but this still doesn’t solve the issue of needing diiferent hand off behavior for different chats.
Is there any workaround for that? Any advice or creative solutions would be greatly appreciated!

2

Hi, @AKuznechikova!
First of all, welcome to the HubSpot Community.

This is an excellent use case - I’m going to tag in a couple of our top experts, @Deepakgarg and @gabriel-nextiny to see if they have discovered any clever routing tricks for this specific multi-language setup.

I am seeing that there are currently plans to support multiple brands with customer agent, but there’s not a specific date yet for when this will be available. With that said, we will share more updates here as soon as any more details are available.
I’ll keep an eye out to see if our champions have other suggestions.