Set up a support agent in HubSpot with the selected sources and pass the conversation to the employee.
Response to a question before handing over to the staff member
The team gets a lot of questions about where to get the instructions for the device. The answer has already been published, but the person does not always find a suitable article. In HubSpot Breeze, this part of the support can be entrusted to the Customer Agent. When configuring, choose sources, including supported pages and knowledge base materials. When the content of the certificate changes, you should check that the agent takes into account the necessary edition.
First, select one section. A narrow set of articles is easier to check than the entire knowledge base along with marketing pages.
Checking two similar requests
In the training example, there is a guide for the old and new model. Ask the usual question about connecting a new model, then repeat it without labeling the model. In the first case, check the applicability of each step. In the second, see if the agent asks for clarification of the desired version. Next, ask a question that is not in the certificate, and check the work of the transfer to the employee.
Think about the situation outside of work time. The user should understand where the next answer will appear and what information he needs to keep if the conversation does not continue immediately.
One channel deployment
Functions and channels depend on the HubSpot plan. The documentation describes the connection of sources, testing and parameters of the dialogue transmission. When connecting real calls, check the HubSpot Credits flow and view a sample of conversations. Independently solved question and the conversation that a person just left, it is useful to analyze on different grounds.
Suitable tasks
- Configure HubSpot Help Answers
- Verify that the dialogue has been transmitted to a person
Strengths
- Sources are specified when setting up
- Separate settings for handing a request to a person
Limitations
- Obsolete instructions make answers worse
- The function uses credits of a suitable subscription
Selection and conditions
- Free access
- Not confirmed
- Trial period
- Not confirmed
- No sign-up required
- Not confirmed
- Russian interface
- Not confirmed
- Local installation
- Not confirmed
- API
- Not confirmed
“Not confirmed” means there is not enough information. The feature may still be available; check the developer’s terms.
- Input formats
- Text, Document
- Result
- Text
Terms
For the test, you will need published sources and rights to configure the agent.From task to first result
Practical example
- Task
- Configure HubSpot Help Answers
- What to prepare
- Authorized test article about the return of the order. The text indicates the deadline for ordinary purchases and a separate exception.
Task brief or prompt
Prepare a reference answer for your regular purchase. Then, in a test conversation, describe the case that is not in the reference and check the transmission of the request to the person.
Expected result
A draft answer from the instruction and an understandable continuation for the treatment that the employee requires.
How to check the result
- Find the rule and exception in the article.
- Make sure that the answer does not promise to return funds or change the order without authority.
An editorial teaching example of a task brief, not the result of hands-on testing of the service. Check that the required mode is available, that you have rights to the source material and that the intended use of the result is permitted.
Check details
Official sources
This description is based on the developer’s material. Features, prices and availability may change; check the primary source before use.
