I love your Customer Agent, but I’ve been concerned that some people are going to my website and are using the customer agent as a toy, asking stupid questions over and over. One customer asked about fifteen questions that had nothing to do with our services, so I lost all those credits. I need to figure out how to stop this by making the Customer Agent stop after four questions and do a handoff. Can you set this up for us to implement?
Hi @vonLentz and welcome, it’s a pleasure to have you here!
Thank you for sharing your experience with Customer Agent and highlighting this important concern with the HubSpot Community!
I’d like to share some resources that might be of interest:
- Set ticket capacity limits for users in help desk
- Manage your customer agent
- Configure chat capacity limits for users in your account
- Analyze your customer agent’s performance
I’d love to put you in touch with our Top Experts and Community Members who also use the Customer Agent: Hi @SDietrich9, @CHawkins, @chris305, @ZLyons, @BrettLee1, @stepanhorky, @robertmaclean, @SaraGilstrap, @ZipZapZob and @Jigar_Thakker can you think of workarounds or do you have ideas to help @vonLentz, please?
Have a lovely day and thanks so much!
Bérangère
There are a couple of solutions:
1. You can limit the Customer Agent to only show up for customers via your chat targeting/display settings.
This can also be achieved by limiting the Customer Agent to membership gated content.
2. You can set up a handoff trigger for Customer Agent. If the AI can’t answer the question, it will attempt to handoff the conversation to your team or a specific user. If there is no one available, the Customer Agent will stop engaging.
3. Leverage a 3rd party AI Chat like Expertise.AI that has native HubSpot integration. They do not have limits on conversations so you do not have to worry about being billed for tire kickers or website trolls.