HubSpot
Connect your AI support agent to your HubSpot account and existing HubSpot live chat widget on your website.
You can now integrate your AI support agent directly into HubSpot for a seamless AI experience.
The HubSpot integration is available on all paid plans, see pricing.
What are the benefits of using My AskAI within HubSpot?
There are several reasons why you should use your My AskAI within HubSpot:
While HubSpot has its own AI agent (called "Breeze or BreezeAI"), it is basic in its functionality (we also think ours is smarter, but we'll let you be the judge!)
You can add more knowledge to your AI agent in addition to your website and HubSpot help center by using our connections, live data or file uploads.
You don't have to add any code to your site to get your agent live, just connect our app and you're ready to go.
Every AI answer is provided with "References" to the sources used to answer the question.
As well as an AI agent, you get all our other features like Improve, Insights, Email Assistant, Site Search, Private (Internal) mode, Integrations with Slack and more.
How to use your AI agent within HubSpot
How to connect your AI agent to HubSpot
You must be a Super Admin to install an app in a HubSpot account, however the AI agent app doesn't get Super Admin rights.
The only scopes or permissions the app obtains are:
conversations.read
conversations.write
Login to your Dashboard and go to Channels.
Once enabled you will see "Live Chat apps" appear, click on the HubSpot icon.
Then click the "Connect your HubSpot account" button.
If you're not logged into HubSpot, this will open an authorizations/permissions screen. Click "Sign in to your HubSpot account".
Select your HubSpot account and click "Choose Account", you'll then be asked to confirm the connection and be redirected back to My AskAI.
Your AskAI is now connected to HubSpot and will be providing "note" responses, that only agents can see. You can set the AI agent to reply directly to customers.
How can I use my AI support agent within HubSpot?
There are 2 ways you can use your AI support agent within HubSpot:
How to set up and activate the fully automated AI support agent
Toggle conversational replies "on" by going to your Dashboard then Channels > HubSpot clicking the "Reply directly to customers" toggle.
(Highly Recommended - but optional) - Disable your “Knowledge base search” within any “Chatflows”
(Recommended - but optional) - Change your chat to show as "available 24/7" and don't show "Typical reply time", you can get to this from: Conversations (drop down) > Inbox > Inbox Settings > Channels: Chat > ‘Edit’
That's it! Your Hubspot live chat will now automatically respond to user queries using your AI agent's knowledge.
How to enable draft AI support replies for agent within HubSpot
You can set the AI agent to automatically create AI note responses for your agents to use instead of replying directly to the user.
Toggle note replies "on" by going to your Dashboard then Channels > Hubspot clicking the "Reply with 'notes' for admins" toggle.
That's it, now when someone talks with your HubSpot you will see the AI response appear as a note you can use to help with your reply.
How can I stop draft notes from being generated for a conversation in HubSpot?
To stop draft notes from being generated for a conversation, just add a comment to the conversation with:
Stop writing AI notes
This must be written as a 'Comment' and not a 'Reply', otherwise the customer will see this.
You can create this as a Snippet in HubSpot
How does human handover work when using the HubSpot integration?
If, at any time, the user wishes to be passed over to a person to continue the conversation, all they need to do is say so, saying "Talk to a person" (or similar words to that effect).
Once the conversation is passed over to the human, the AI will not respond again until the agent hands back control to the AI or the ticket is closed.
When the AI agent cannot answer a question, it will also prompt the user to type "Talk to a person" to make it obvious they can speak to a person.
As part of the handover, the chatbot will summarize the conversation so the agent can pick up where the user left off so there is no repetition or frustration.
In the HubSpot inbox you will be shown this note at the point of handover, saying that the User requested to speak to a person:
How can I take control from the AI support agent in HubSpot?
You can give control or take back control from the AI at any time, here's how:
To take control of a conversation
To stop the AI responding to a conversation in HubSpot, just add a note to the conversation with:
"Stop AI replies"
The AI will then stop responding.
How can I add my support agent as part of a triaged chatflow in HubSpot?
Turn on the toggle switch for chatflow/Triage settings
Decide on a trigger phrase to use for your AI chatflow handover button, type it into the field below the toggle switch and include this as the text in a button in your chatflow (example chatflow for "Chat with AI assistant" as the trigger phrase)
This phrase must exactly match the pre-defined button you are going to use in your chatflow message.
"Disable open responses" in your initial welcome message chatflow.
Your AI assistant will now only begin responding after the AI chat button has been pressed.
How can I stop the AI agent from replying to a specific phrase in HubSpot?
To stop your AI agent from replying to a specific set of phrases, share with us a list of the phrases you would like to block via chat and we will update your bot with these.
(Available on Pro accounts and above).
Will the AI agent reply to messages in other HubSpot channels e.g. Facebook, WhatsApp or via email?
By default your AI agent in HubSpot will reply to messages sent to all channels in your HubSpot.
However, you can also select for it to only reply to specific channels, this could be Live Chat, Facebook Messenger, Email, WhatsApp, SMS or your Customer Portal Thread.
To update the channels your AI agent responds to, go to Dashboard > Channels > HubSpot and then select your active channels under "Activate & configure your AI agent".
How can I pause or temporarily turn off AI replies or notes in HubSpot?
To pause or temporarily pause AI replies or notes in HubSpot go to Channels > HubSpot then scroll to the toggle for "Pause AI agent".
When you are ready to turn it back on, just toggle the Pause button once more and it will start responding again.
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