HubSpot is improving the capabilities and performance of its AI agents. A recent update now allows the Customer Agent to respond directly to inbound form submissions. It can now generate personalized email replies to form submissions, providing businesses with better automation and helping reduce repetitive manual work.
Here’s how to set it up:
Connect a form to a Help Desk or Inbox workspace as usual.
Assign Customer Agent (CA) to the form channel via routing rules or workflow.
Important: Admins must select a "reply from" email configured on the Help Desk or Inbox Workspace that the customer agent will use.
When a form submission arrives, CA generates a response and sends it as an email to the submitter using the configured reply-from address.
If there is no recipient email or send-from account, CA hands off to a human agent with an explanatory note.
Subsequent customer email replies are handled in the same thread via the existing Customer Agent email pipeline.
Once this is complete, the Customer Agent will review new form submissions and generate a response that’s sent directly to the customer’s email. If a form submission does not include a customer email address or a valid account is unavailable, the conversation will automatically be handed off to a human user with context explaining why.
Any follow-up replies from the customer will continue through the existing Customer Agent email conversation, keeping the entire interaction in one thread.
This update provides faster responses for your customers. When someone fills out a form, they expect a timely response. Delays lead to frustration and loss of trust. This update closes the gap to create a better customer experience with prompt automated responses when it matters most.
By allowing Customer Agent to respond to form submissions, teams can:
Reduce response times for inbound inquiries
Automate common customer interactions
Prevent form submissions from sitting unanswered
Give support teams more time to focus on complex conversations
This update aims to take another step toward making AI-powered customer support more useful within HubSpot.
Customer Agent responses for forms are available for customers using:
Content Hub Professional and Enterprise
Marketing Hub Professional and Enterprise
Data Hub Professional and Enterprise
Sales Hub Professional and Enterprise
Service Hub Professional and Enterprise
Smart CRM Professional and Enterprise
To use this feature, forms must include a required email field, and the connected workspace must have at least one available email account.
With Customer Agent now handling form responses, businesses can create a more responsive support experience while reducing their teams' workload.