Customize Customer Agent

[HenrikHS]

Got two question about useing Customer Agent

1. Can use a customer agent in a chatflow AND covert it to a ticket if not solved? (We dont have a team to answer hand over cases live)

2. Can i give some custom instructions to my Customer Agent? (My main issue is I get response in the wrong language too much, I need it to always answer in Norwegian)

[DHoney · Accepted solution]

Yes, you can use a customer agent in a chatflow and convert it to a ticket if the issue isn’t solved, which is helpful when you don’t have a live team. Additionally, you can give custom instructions to your customer agent, like ensuring it always responds in Norwegian, to avoid language issues. For a site like here , this would make customer interactions smoother and more efficient.

[HenrikHS · Accepted solution]

Hi,
Yes, it works for me by assign incoming tikets to Customer agent and If the AI can´t answer, assign to No one (see image). 

I then get a ticket in my help desk, and I have the option to answer directly in the same chatflow chat, or as an "normal" email. 

 
Hope it helps 🙂 

[JHalmai]

Hi @HenrikHS ,

May I ask how did you solve this issue? I'm struggling with the same... We don't have time to reply to live chats, and whenever the bot asks for the user's email address it does not understand the answer (attached a png).

[MBlock6]

Hi @HenrikHS or @robertmaclean were either of you able to figure out how to create a ticket?

[robertmaclean · Accepted solution]

Yes!

You can do this by selecting the inbox as Help Desk. Then when you go into edit the customer agent from chat flows, in the 'build tab', and in the 'Automatically Assign Tickets' setting, you would assign incoming ticket to the customer agent, then if the AI can't answer, I've got this currently set to no one as we manually assign tickets.

You can test this before releasing, but when the agent answers you, it gives a thumbs up or thumbs down emoji. If you click the thumbs down it gives you two options: 'Transfer' or 'That's All'.

If someone clicks 'Transfer', it will create a ticket.

Just make sure you edit your hand off message!

[HenrikHS · Accepted solution]

Hi,
Yes, it works for me by assign incoming tikets to Customer agent and If the AI can´t answer, assign to No one (see image). 

I then get a ticket in my help desk, and I have the option to answer directly in the same chatflow chat, or as an "normal" email. 

 
Hope it helps 🙂 

[PamCotton]

Hey @HenrikHS, happy Friday!

Yes, you can use a customer agent in a chatflow and set it to create a ticket if the issue isn’t resolved. This ensures follow-up without requiring a live team.

 Regarding custom instructions, you can train your agent by refining its responses and setting language preferences, but if it’s responding in the wrong language too often, you may need to adjust its settings or add language-specific rules.

More information here.

Kindly,

Pam

[HenrikHS]

Thank you, I appriciate it!

I have read the article, but still have some questiones 😅

1. How do I make the hand-off to a tricket? I still can´t find out how i do this... only able to hand over to a live chat.

2. How can I add language spesific rules?
I have no language option, only have this message "The customer agent automatically detects the language used by your customers during the first interaction."

Can i create a instuction document and upload as source? Or will that just be information it use to respond..? 

[robertmaclean]

I second this - the documentation is not clear or straightforward yet for how to set up the hand off to a ticket if you don't have a time that can chat live.

[DHoney · Accepted solution]

Yes, you can use a customer agent in a chatflow and convert it to a ticket if the issue isn’t solved, which is helpful when you don’t have a live team. Additionally, you can give custom instructions to your customer agent, like ensuring it always responds in Norwegian, to avoid language issues. For a site like here , this would make customer interactions smoother and more efficient.

[CArnold1]

How were you able to give custom instructions to the agent? It's not clear where you can do this or where these custom instructions would be used.

[robertmaclean]

Hey - what sort of custom instructions are you looking to give to it?

In my case, I wanted it to route unresolved questions to our support team instead of creating a live chat. 

You can do this by selecting the inbox as Help Desk and in the 'Automatically Assign Tickets' setting within the build tab in chatflows, you would assign incoming ticket to the customer agent, then if the AI can't answer, I've got this currently set to no one as we manually assign tickets.

The issue I'm still having is there's limited customization with the options at the end of the chat. It's just 'Transfer' or 'That's all'. Our customers don't find them intuitive (and I agree). You can't currently change them, but Ive submitted a product request for this.

[CArnold1]

I want a little more freedom in how the response is structured and a little more guidance to the agent in terms of how it should be answering. For example in any other genai tool I would provide these as system instructions. Like if I wanted every response to be in the tone of a pirate I would provide those there. Or if I always wanted the answer to be as detailed as possible versus as succint as possible, I would provide that knowledge in system instructions. Is there any similar place to do that here? I find that without access to those system instructions you get more variability in response and aren't able to control that consistency in formatting and language.

[robertmaclean]

I 100% agree. And I also may need to go build a ChatGPT that responds to me like a pirate, that sounds fun.

As far as I know, you have very limited basic settings for the 'tone' that the customer agent uses. (like 6 options I think).

But I haven't yet found a way to provide a more detailed and specific prompt that the agent uses for all it's trained responses. It appears to be just knowledge sources at the moment, with basic tone options.

[BérangèreL]

Hi @robertmaclean and all,

Thank you for reaching out to the HubSpot Community and for sharing your valuable feedback! It means a lot to us.

I'm sorry to hear about your experience regarding this.

I have shared it internally for more visibility.

For information, I'd like to share these articles and this new Beta that is really interesting and you might want to take a look at:

- Create a customer agent: You can create a customer agent powered by Breeze, HubSpot's AI, that uses your HubSpot content and public URLs to answer users' questions. The customer agent can then be assigned to one of your channels and will respond to support questions with contextual knowledge and a conversational tone, allowing the rest of your support team to focus on more complex cases and tasks. 

- Manage your customer agent: you can edit its content sources and assign or remove it from live channels. You can also edit your customer agent's profile, and customize hand-off messages.

- Set up actions for your customer agent (BETA): you can set up actions to enable it to make API calls to your external apps to retrieve data (such as checking an order status or resetting a password), perform tasks, and provide personalized responses, reducing repetitive manual work for your support team.

And please let me know if there is anything else I can help with. I'll be delighted to do so!

Have a great weekend!
Bérangère