Improved Channel Assignment & Human Handoff Experience

What is it?

We’ve improved how Customer Agent is deployed across channels and enhanced the handoff experience when the agent can’t answer a question. These updates make it easier to set up the agent and provide a smoother transition to human reps when needed.

Why does it matter?

These changes give you more control and flexibility over how Customer Agent shows up in your customer experience. With faster setup and better human handoff options, it’s now easier than ever to activate the agent with confidence and ensure customers get the help they need, even when the agent doesn’t have the answer.

How does it work?

Integrated live chat setup

If you don’t have any customer communication channels configured, the deployment flow now guides you through a simple, integrated live chat setup.

Improved human handoff

• Global Configuration - Handoffs are now managed at a global level, giving agent managers a single, streamlined view of how all handoffs are configured across all channels.
• Async Handoff - Even if you don’t have the resources to staff live chat, async handoff makes sure customer conversations aren’t lost, creating tickets for your team to follow up when they’re available.
• Conditional Routing - Agent managers can now configure more complex, conditional routing using Workflows

Who gets it?

HubSpot Credits, Professional Customer Platform, Enterprise Customer Platform, Content Pro, Content Enterprise, Marketing Pro, Marketing Enterprise, Marketing+ Pro, Marketing+ Enterprise, Data Pro, Data Enterprise, Sales Pro, Sales Enterprise, Service Pro, Service Enterprise