Customer Agent Action: Collect ticket and contact properties before human handoff

What is it?

Customer agent can now collect ticket and contact properties during a conversation and write them directly to the ticket before handing off to a human.

Why does it matter?

If you're running multiple support teams, routing handoffs accurately requires context — category, priority, cancellation reason, and so on. Without this, agents either pass incomplete tickets or rely on fragile multi-step workarounds to capture and route that information. Customer agent now handles collection, writing, and routing natively, so tickets arrive at the right team with the right context already attached.

How does it work?

To set up property collection, navigate to Customer Agent > Human Handoff and select Collect ticket properties. You can also configure this through the action library, where you can set up writeable property configuration and enable the action directly.

Once configured:

1. Add the ticket or contact properties you want the agent to collect — there's no limit on how many you can configure.
2. When a handoff is triggered, customer agent asks the visitor clarifying questions as needed to gather the required information.
3. The agent writes the collected values directly to the ticket as properties.
4. Based on those properties, the agent routes the ticket to the appropriate team (for example, billing, retention, or fulfillment). Routing is configured using HubSpot's native workflow solution — no separate workflow setup is required outside of that.

Who gets it?

Customer agent is available for Service Hub Professional and Enterprise, Sales Hub Professional and Enterprise, Marketing Hub Professional and Enterprise, and HubSpot Smart CRM Professional and Enterprise.