New Customer Agent Coaching Opportunity: Action Gap

What is it?

Action gap is a new coaching opportunity type that automatically analyzes your conversations to identify actions your customer agent needs but doesn't have configured yet.

Why does it matter?

Customer Agent can only resolve conversations when it has the right actions available. But it’s easy to miss gaps, whether an action was never enabled, was built but not published, or simply doesn’t exist yet. When that happens, the agent can answer questions but can’t complete the task, leading to avoidable handoffs. Action Gaps surfaces these opportunities so you know exactly where to improve your agent.

How does it work?

Action gap works automatically in the background, reviewing your conversations and grouping recommendations by gap type, with supporting conversations as evidence.

To find and review your action gaps:

1. Go to Service > Customer Agent > Analyze > Coaching opportunities.
2. Select the Action bar in the chart, or use the Type filter in the table, to view action gap opportunities.
3. Review each opportunity — it explains what action may be missing and how many conversations were affected.
4. Review the supporting conversations, then decide whether to configure the action.
5. Once you've addressed the gap, mark the opportunity as Closed. If you're not ready to act, select Review later to revisit it.

Action gaps now appear in coaching opportunities:

You can filter to only see action gaps:

Who gets it?

Customer Agent is available for HubSpot Service Hub Professional, HubSpot Service Hub Enterprise, HubSpot Sales Hub Professional, HubSpot Sales Hub Enterprise, HubSpot Marketing Hub Professional, HubSpot Marketing Hub Enterprise, HubSpot Content Hub Professional, HubSpot Content Hub Enterprise, HubSpot Data Hub Professional, HubSpot Data Hub Enterprise, HubSpot Smart CRM Professional, HubSpot Smart CRM Enterprise, and HubSpot Credits.