Answer every customer. Hand off the rest.
HubSpot Customer Agent, set up by Azend so customers get answers faster.
HubSpot Customer Agent is an AI agent that resolves customer questions across chat, email, WhatsApp, Facebook Messenger and other connected channels, using your knowledge base, website and CRM data, then hands off to your team with full context. Azend sets it up and measures it.
What leaders measure.
The metrics we instrument in HubSpot. Named, never promised.
Every enquiry, one route.
Channels in. The agent answers from your sources. People take what it should not.
TrackedFirst response time
- Knowledge base
- Website
- CRM data
- Past conversations
TrackedResolution rate
- Customer asks for a person
- Handoff phrase
- Guideline or VIP account
- Office hours and market
TrackedHandoff rate and time to resolution
A model, not a result: we baseline each tracked measure in the pilot, then report against it weekly.
WhatsApp connects to HubSpot help desk through a WhatsApp Business account, with Service Hub Professional or Enterprise.
What it knows.
The agent is only as good as its sources. We audit and rewrite them first.
Knowledge base
Articles written to answer one question each, in every language you serve.
Website
Product, policy and pricing pages kept current, so answers stay current.
CRM data
Orders, tickets and account details from one clean customer record.
Past conversations
How your best people already answer, used as reference.
Handoff rules.
Customer asks for a person
Handed off at once, no loops.
Handoff phrases
Words you choose, such as complaint or cancel, route straight to people.
Guidelines
Sensitive topics, VIP accounts and regulated questions go to the right team.
Office hours and markets
Routed to the team, language and time zone that owns the customer.
What HubSpot reports.
- Customer AgentMore tickets closed per month77%
- Customer AgentFaster ticket resolution39%
HubSpot reports these averages for its customers using Customer Agent. They are not Azend client results.
How we deploy it.
Live with one team before it serves every market.
Connect channels
Chat, email, WhatsApp and Messenger into one help desk, with routing by market.
Prepare knowledge
Gaps written, tone and limits agreed with your service leads.
Set handoffs
Phrases, guidelines and owners configured and tested on real questions.
Pilot
One channel, one team. People review answers daily and fix the sources.
Measure
Resolution, handoff and satisfaction reported weekly, then extended or stopped.
Questions.
Which HubSpot subscription do we need?
HubSpot makes Customer Agent available on Professional or Enterprise editions, with HubSpot Credits required for certain features. We confirm the right mix for your channels. Licensing
How are HubSpot Credits used?
HubSpot consumes credits when the agent resolves a conversation without a qualifying handoff. More messages in the same open conversation do not automatically use more credits.
Start with one channel.
A strategy call picks the channel, the questions and the response and resolution times your first Customer Agent should improve.