New: Control When Your AI Customer Agent Joins the Chat

HubSpot just rolled out a smart update for anyone using Rule-Based Chatflows in the Customer Platform–and if you’ve been hesitant about handing over customer conversations to AI, this one’s for you.

What’s New?

You can now add your AI-powered Customer Agent as an action inside Rule-Based Chatflows. In simple terms, you get to decide exactly when and how your AI assistant jumps into a conversation.

Previously, AI Agents operated a bit more independently. While that can be powerful, not every team is ready to hand over full control of live customer interactions to artificial intelligence. This update allows you to test, control and fine-tune your AI’s involvement without disrupting the customer experience.

Why This Matters

AI rapidly transforms customer service, but adoption takes time–especially when managing real-time conversations.
This update is important because:

• It lets you maintain control over customer interactions.
• You can strategically decide when AI should step in, ensuring customers get the right mix of human support and AI efficiency.
•  It’s a great way to build confidence in your AI Customer Agent’s capabilities before leaning on it for more complex conversations.

Think of it as a safety net for the customer experience, allowing you to ease into AI-driven support while preserving your brand voice and service standards.

How It Works

Getting started is simple:

1. Head to your Chatflows tool in HubSpot.
2. Create a new rule-based chatflow or edit an existing one.
3. When adding an action to your flow, you’ll now see a new option: “Send to Customer Agent.”
4. Use this action to transfer the conversation to your AI Customer Agent at the point in your chatflow that makes the most sense for your process.

For example, you might want your AI to handle FAQs or order status updates, but pass complex billing questions to a human. Now you have the power to set those rules within your chatflow.

Who Gets Access

This feature is available for:

• Professional Customer Platform
• Enterprise Customer Platform
• Service Pro
• Service Enterprise

Final Thoughts

AI is reshaping how businesses handle customer conversations–but that doesn’t mean you have to dive in headfirst. HubSpot’s new Customer Agent action for Rule-Based Chatflows gives you the flexibility to start small, test strategically and scale your AI involvement over time.

If your team’s been curious about integrating AI into your support experience but hesitant to give it full control, this update is the perfect middle ground.