Deploy Customer Agent to Custom Channels

What is it?

Businesses can now deploy the Customer Agent to a variety of channels like SMS, Instagram, Telegram, LINE, WhatsApp, and Slack. You can build your own channel integration with the Custom Channels API or click here to discover which marketplace apps offer this out-of-the-box, with more integrations on the way.

Why does it matter?

To provide truly omni-channel customer service, companies need to be able to connect with their customers on their preferred channels, whether those preferred channels be popular or niche. Historically, those channels were limited to the ones that HubSpot directly maintains (like Live Chat, Email, WhatsApp). Now customers have even more choice over the communication channels the can offer to their own customers.

How does it work?

Discover which marketplace apps add messaging channels to Inbox or Help Desk via this link.

If you have already installed a custom channels app and are using the channel, skip to the next set of steps. If you first want to find and install new channels:

1. Install the app of your choice from the HubSpot App Marketplace. To connect apps to your HubSpot account, you must be a super admin and/or have App Marketplace access permissions.
2. If you had previously installed the app, you might need to re-authorize it so that you can grant it access to the Custom Channels API scopes.
3. Navigate to Settings -> Inbox & Help Desk -> Help Desk (or Inbox) -> Channels
4. Click 'Connect a Channel'
5. You will see the channel from the app you just installed as an available option (in addition to standard HubSpot options like Email, Live Chat).
6. Follow the prompts of the setup wizard, and also from the documentation of your app.
7. Receive and send messages on your new integrated channel in the same was as any other HubSpot channel.

Customer Agent assignment:

1. In your HubSpot account, navigate to Service > Customer Agent.
2. Navigate to the Manage tab.
3. In the left sidebar menu, click Deployment & Channels.
4. In the top right, click Assign.
5. On the Channel selection page, click the dropdown menu and choose whether you want to connect a channel from an inbox or help desk.
6. Select a channel.

NOTE - deploying Customer Agent on any channel does consume HubSpot Credits.

Who gets it?

HubSpot Credits, Professional Customer Platform, Enterprise Customer Platform, Sales Pro, Sales Enterprise, Service Pro, Service Enterprise

Learn More:

Learn more on the Knowledge Base