Introducing a New Testing Experience for Customer Agent

What is it?

We’ve launched a redesigned testing experience that makes it easier to test, improve, and confidently deploy your Customer Agent. Testing experience will not consume credits

Why does it matter?

Before going live, you need to know your agent can deliver real value. The new testing experience helps you build trust—by showing how the agent performs with your real customer questions and making it easy to improve its answers.

How does it work?

Click the Test button in the top-right corner of the Customer Agent app to explore the new experience.

With the new testing flow, you can:

• Ask real questions your customers would ask and see how the agent responds
• Evaluate and improve responses in real time—fill gaps with short answers, create actions, or add handoff triggers for questions better suited to humans
• Test with confidence—no credits are used during testing

What’s inside

• Conversation thread (left panel): Ask questions and view the full conversation as it unfolds
• Message insights (right panel): See how the agent thinks—its reasoning, knowledge sources used, triggered actions, and handoff logic

This update makes it easier than ever to ensure your agent is ready for the real world—before you hit publish.

Who gets it?

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