Sunset - Handoff Fallback Routing in Rule-Based Bots

Note

This record includes updates regarding current development efforts for our existing or new products or services. These updates are not intended to be a promise or guarantee of future availability of products, services, or features but merely reflect our current plans based on factors currently known to us. They also are not intended to indicate when or how particular features will be offered or at what service tier(s) or price. These planned and future development efforts may change without notice.

What is it?

We are sunsetting Customer Agent fallback routing within the Rule Based Bots "Send to Customer Agent" module.

After April 27, 2026, any remaining fallback routing rules on this module will be removed and all Customer Agent actions will follow global human handoff rules instead.

Customer's without the "Send to Customer Agent" module or "Send to Customer Agent" modules without the fallback are not impacted.

Why does it matter?

Customers using Rule Based Bots with a Customer Agent Handoff module that still has a fallback routing rule configured (i.e., a fallbackRoutingRule set on the module). These portals have been showing an in-app deprecation warning banner for several months.

How does it work?

What does migration look like?

Affected customers do not need to recreate their entire RBB — only the Customer Agent Handoff module needs to be updated. We're also shipping an "Update this module" button inside the deprecation warning banner that will call the module update endpoint to remove the fallback rule automatically.

What should customers do before April 27?

Open the affected chatflow in RBB
Click "Update this module" in the warning banner on the Customer Agent Handoff module — or manually delete and recreate just that module
Confirm their global human handoff settings are configured correctly under handoff settings

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, Smart CRM Professional, Smart CRM Enterprise