Customer Agent can now qualify anonymous visitors without email capture

What is it?

Customer Agent can now qualify anonymous visitors conversationally and route them to the right knowledge segment, without requiring an email address and without creating a contact record. The agent asks up to 2 questions drawn directly from your CRM segment filters, then serves the right knowledge for that conversation.

Why does it matter?

Today, anonymous visitors always fall back to the Default segment even if a more relevant segment exists, because there's no contact record to match against. The main workaround was enabling email capture, which many customers are reluctant to do. Visitor Qualification closes that gap without friction.

How does it work?

1. Make sure you are ungated to the Segments in Customer Agent Beta: here
2. Create a CRM-based or combined segment and map knowledge sources to it
4. Turn on the Visitor Qualification toggle on the segment (note: email capture must be off; the two can't run simultaneously)
   
5. When an anonymous visitor starts a chat, the agent asks the minimum number of questions needed to determine which segment the visitor belongs to, based on the CRM properties in the segment, in segment priority order
6. Once the visitor is matched, the agent answers their original question without asking them to repeat it
7. The agent only serves knowledge relevant to the matched segment
8. Tip: Pair with quick replies when qualification options are discrete (e.g., "Existing customer or new?"), the agent presents them as clickable choices.

Note: When a visitor is identified during the conversation, any contact properties collected through Visitor Qualification are automatically synced to their CRM contact record. Identification is what triggers the write — properties collected before identification are applied retroactively at that moment.

Who gets it?

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