Customer Agent Embedded Testing Experience for Guidelines, Actions, & Lead Qualification

What is it?

Draft Mode provides a safe workspace for testing Customer Agent guideline configurations before they go live. Embedded Testing brings transparent, inline testing directly to the Guidelines, Actions, and Lead Qualification configuration pages. Make changes, test immediately with inline insights showing sources and reasoning, and publish confidently knowing exactly how your agent will behave.

Why does it matter?

Every configuration change immediately affects live customers, creating anxiety that prevents experimentation. Testing feels divorced from configuration, forcing you to constantly switch between “what I configured” and “what it produces.” You’re left guessing whether changes will work—and hoping nothing breaks in production.

Draft mode eliminates the anxiety of breaking production by giving you a safe space to iterate. Embedded testing creates a tight feedback loop between your configuration and validation, so you can see cause-and-effect in real-time. Together, they let you:

• Experiment fearlessly without risk to live conversations
• Understand immediately how configuration changes impact agent behavior
• Iterate faster with transparent insights showing why agents respond the way they do
• Publish confidently knowing your changes have been thoroughly validated

How does it work?

Available under Train

• - Guidelines
• - Actions
• - Custom Actions & Lead Qualification

Draft Mode - Guidelines

1. Navigate to Train and then Guidelines
2. Toggle to Draft: Switch to draft mode to make changes safely (visible in the top navigation)
3. Test thoroughly: All your changes stay in draft—live traffic is automatically blocked
4. Publish when ready: Click “Publish Changes” to deploy your configuration to live customers

Guidelines (Beta) with embedded test preview

Embedded Tester

1. Test inline: Type a test message directly on the configuration page you’re working on
2. See transparent insights: Expand any response to viewWhich knowledge sources were used (with snippets)Reasoning for how the agent arrived at the responseWhen automations trigger (handoffs, actions, lead qualification)
3. Iterate immediately: Edit your configuration → Test again → See the difference instantly

    

Lead qualification — Setup tab (Qualification criteria)

Lead qualification — Preview tab with Testing Insights panel

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