Set up actions for your customer agent (BETA)

Please note: starting on June 2, 2025, Breeze Intelligence Credits will transition to HubSpot Credits, and Customer Agent will begin consuming HubSpot Credits.

Actions are tasks triggered by specific customer requests that the customer agent can perform using your external apps, such as checking an order status or resetting a password.

After creating your customer agent, you can set up actions to enable it to make API calls to your external apps to retrieve data, perform tasks, and provide personalized responses, reducing repetitive manual work for your support team.

Set up actions for your customer agent 

• In your HubSpot account, navigate to Service > Customer Agent.
• Navigate to the Actions tab. 
• In the top right, click Create action. 
• In the Describe the action section, define how and when the customer agent should perform the action: 
  • In the Name field, enter a name for the action. 
  • In the Description field, enter a brief explanation of what the action does. 
  • Under Trigger phrases, enter a word or phrase that'll prompt the customer agent to perform the action (e.g., Reset my password).
    • To add a trigger click add a Add trigger.
    • To delete a trigger, click the delete delete icon. 

• In the Define required inputs section, specify the information the customer agent should collect from the customer before performing the action.
  • In the Input name field, enter a name for the input (e.g., Email address).

• • In the Instructions field, enter a description of the expected format or details. For example, Valid email format (e.g., [email protected]). 
  • To add an input, click add Add input. 
  • To delete an input, click the delete delete icon. 

• In the Configure API section, set up the API requests that the customer agent will use to perform the action.
  • Click the Method dropdown menu and select GET or POST. 
  • In the Endpoint URL field, enter the URL of your API endpoint. 
  • Click the authentication type dropdown menu and select from the following options: None, Include request signature in header or API key. Learn more about authentication methods in HubSpot.
  • Depending on the Method you selected, enter a key and select a property for your body or query parameters. 

• In the Response Instructions section, use the text box to tell your customer agent what information from the API response should be included or excluded. You can also add additional instructions needed to ensure the agent provides the correct response.
  
  

Preview & publish 

• Once you’ve set up your actions, navigate to the Preview tab. 
• Click the triggers on the left to test how the customer agent responds and verify that the action is performed correctly.
• To publish the action, click Publish in the top right.

Manage actions 

• In your HubSpot account, navigate to Service > Customer Agent.
• Navigate to the Actions tab. 
• To preview the action, hover over it and click Preview. 
• To unpublish the action, hover over it and click Unpublish.
• If the action hasn't been published yet, you can edit and delete it: 
  • To edit the action, hover over it and click Edit.
  • To delete a action, hover over it and click Delete. 

Learn more about managing the customer agent.