Customer Agent — No “Role” Option (Support/Sales/Marketing) and Limited to One Agent

[FMendes2]

Hey everyone 👋

I’ve been experimenting with the Customer Agent, and while watching this HubSpot video (https://www.youtube.com/watch?v=mk9QnP8hij0), I noticed that during setup, it shows an option to select the agent’s role — Customer Support, Marketing Specialist, or Sales Representative.

However, in my current HubSpot account (screenshots below), this “Role” field doesn’t appear anywhere — not when creating the agent, nor under Configuration → General or Manage → Agent Identity.

Also, I can’t delete or recreate the agent to choose a role again, and HubSpot only allows one Customer Agent per account.

This raises a few questions:

1. Is the current Customer Agent supposed to be a single, generic agent that handles all contexts (support, sales, marketing)?

2. If so, how does it determine the context of a conversation — for example, when integrated with different chatflows (sales vs. support)?

3. Wouldn’t it make more sense to allow multiple Customer Agents, one focused on sales/marketing (lead qualification) and another specialized in support?

Even if the intention is to have just one agent, it would be really helpful if it could detect intent automatically (sales vs. support) and follow different logic flows accordingly.

For now, I’m trying to use the Customer Agent in isolation (not within chatflows), but it feels too limited for multi-purpose use cases.

Has anyone else noticed this missing “Role” option, or heard if HubSpot plans to reintroduce it?

[chighsmith]

Hi @FMendes2,

I understand that you're unable to find the "Role" selection option for the Customer Agent as shown in HubSpot's video, and you're concerned about whether the current single-agent setup can adequately handle different contexts (support, sales, marketing). 

I'd like to tag in some of our Top Contributors to take a look -- Hi @gabriel-nextiny and @DGarg Do either of you have any tips for @FMendes2?

Thank you!

Cassie, Community Manager