Currently, only one customer agent can be created. This singular agent is the agent that is assigned across all connected channels. It would be great if we could create multiple different agent profiles. That way, we could further customize the agent for each connected channel.
Following a conversation with your support team (who were very helpful!), I was directed here to post a feature request that is critical for our business and, I believe, for many other HubSpot users.
The Problem: Currently, HubSpot portals are limited to a single AI "Customer Agent." This limitation prevents us from creating distinct, targeted conversational experiences for different audiences visiting our web properties.
Our Use Case / The Business Need: We need to serve two primary, and very different, groups:
Existing Customers: We have a Customer Agent on our knowledge base, trained with in-depth technical information to help our current customers with support issues. This works great for its intended purpose.
New Prospects: We want to place a second AI agent on our main public-facing website. This agent's purpose would be entirely different: to engage with potential customers. It needs to be trained on a completely separate knowledge base focused on sales, marketing information, pricing, and lead qualification.
With the current one-agent limit, we cannot achieve this. We are forced to choose between serving our existing customers or our prospects, or we have to mix sales and support knowledge, which creates a confusing and ineffective experience for both. A prospect doesn't need deep technical support answers, and a current customer seeking help shouldn't be met with sales-focused questions.
Proposed Solution: We propose the ability to create, configure, and deploy multiple, independent AI Customer Agents within a single HubSpot portal.
Each agent should be able to:
Connect to its own, separate knowledge base.
Be deployed independently to different pages or assets (e.g., one on the knowledge base, another on the main website).
The support representative mentioned that this is a feature that is gaining traction and is potentially on the roadmap. Adding our voice here to strongly advocate for it. Implementing this would significantly enhance the value of HubSpot's tools, allowing businesses like ours to build more effective, end-to-end customer journeys for both acquisition and retention.
We need this fuction as we have multiple language sites. The current agent is trained on all our sites but seems to get a little confused referenceing and linking users across different site then they are on.
Totally agree, this is a must-have! We have 3 support channels with very different information resources. Being able to assign individual agents trained with the appropriate content would be a game-changer.
As it stands, due to the diversity of our service, a single customer agent is unusable.
Definetely an upvote! We'd like to use one AI agent on website, and the other one on partner's portal as a tool for them trained with different resources available only for partners.
Agreed that this is a MAJOR need. We'll have to look into alternative AI solutions to serve all of our business needs while HubSpot restricts this to only a single agent. As a B2B SaaS company, we need the Customer Service Agent to reference our knowledge base and handle user questions in-product; we need the Marketing Specialist Agent to reference our PreSales Site, blog, and other marketing content to nurture website visitors; and we need the Sales Representative Agent to reference Plans, Pricing, & Service Agreements to handle lead/opportunity questions. By not giving us the ability to create different agents, our abilities are really limited - and this dilutes the effectiveness of the tool.
Yes we need it urgently as well, need more agents as they are task specific. I feel the AI features in HubSpot overall is behind where it should be compared to the industry right now and your reps don't have enough practice/knowledge with the tools either. Copilot isn't up to par either. I am forced to look for alternative solutions outside of Hubspot to meet our business needs.
@ML899 - Agree! We've been doing a lot of research on AI tools outside of HubSpot, but it's frustrating to have to do so because we use HubSpot to manage most aspects of our business - Website, Lead Nurturing, Sales, Customer Success, Support...It feels absolutely necessary - a complete no-brainer - for HubSpot, as a multi-functional platform, to offer multiple AI agents to service these different tasks.
A brand I'm working with has their website set up with multiple subdirectories. e.g. - company.com/en/, company.com/fr/, company.com/de/
The customer agent has been trained using content from all of these sources, many of the sources being the same page only translated. The issue is that the customer agent will provide links and citations to multiple subdomains in it's response. "Oh you want to do this? Here's a link to /en/information, and a link to /it/informazioni".
The model is getting better, and I'm hoping it will be able to recognise language and only provide links to pages in that language. In the meantime, splitting the customer agent out into multiple would help the brand train each separately and have it never get a chance to share bad links and citations to visitors.
+1 on this. We have different user groups and the content should be separated for each user group to prevent it will give the wrong answer to a miliar subject. Right now we don't see another option that enable one Customer Agent and set up the other flow using an old-school form but this is far from ideal if we want to scale our support operations. Any updates on this from the HubSpot team?
Yes, we need to be able to create multiple customer agents to assign to different websites and subdomains. Please, make that happen as soon as possible!
In the simplest form the ability to assign certain content to a brand would cover some of the gap, but brand voice would also tie into this to provide some differentiation between the various brands. We operate across 5 different brands, who are very different in appearance and clientel and this would certainly provide more flexibility as what is currently available!
Just came to research this exact same issue. The Buyer Intent tools have been great at showing us who is coming to the site, but it isn't until we meet some of them at in-person events that we are able to discover what they were really looking for. Would be nice to have a separate agent and knowledge base that speaks well to the buying committee vs end users and engineers.
+1 for this idea. Just discovered the need for a second Customer Agent today. Without it, we are unable to update the colors of the Chat icon and window to different Brand colors and assign a different Personality that aligns with the Brand tone.
Você deve ser um usuário registrado para adicionar um comentário aqui. Se você já estiver registrado, faça logon. Se você ainda não estiver registrado, registre-se e faça logon.
