What is it?

You now have access to conversation volume estimation when setting up Customer Agent on email or live chat channels. This feature predicts how many conversations the agent will handle based on your configuration, so you can better understand its expected impact before going live.

 

Why does it matter?

Before this, you had to deploy Customer Agent without a clear sense of how much volume it would take on or how configuration changes would affect performance. This created uncertainty and slowed adoption.

Now, you can see estimated conversation volume in real time as you configure the agent. This helps you:

• Make more confident deployment decisions
• Understand expected coverage and workload upfront
• Reduce risk when rolling out to new or existing channels
• Optimize configurations before going live

 

How does it work?

1. Go to Customer Agent → Channels
2. Choose to edit an existing channel or create a new one
3. Connect a Help Desk or Inbox channel
4. Configure:
   • Working hours
   • Conversation coverage
5. View conversation volume estimates, which update dynamically as you adjust settings

• For existing channels: estimates are based on historical activity
• For new channels: estimates are based on similar channel patterns

 

Who gets it?

HubSpot Credits, Content Hub Professional, Content Hub Enterprise, Marketing Hub Professional, Marketing Hub Enterprise, Data Hub Professional, Data Hub Enterprise, Sales Hub Professional, Sales Hub Enterprise, Service Hub Professional, Service Hub Enterprise, Smart CRM Professional, Smart CRM Enterprise