HubSpot AI agent
Every contact in HubSpot gets its first answer
from an assistant trained on your knowledge.
With the HubSpot AI agent you assign a trainable AI agent, trained on your own content, to your WhatsApp and Telegram lines. A message arrives, the contact is matched or created in HubSpot, and the agent answers from your price list and your website; it also writes that answer to the contact record. If it is unsure, or the customer asks for a person, it stops; the conversation goes to the contact owner.
Your own number, by QR code · No monthly AI subscription · 500 credits free in the trial
The contact is created in HubSpot, the answer is written to the contact record,
your team makes the decision
HubSpot has an assistant; this one works somewhere else
HubSpot's Breeze assistant can be trained on a knowledge base and works in HubSpot's own channels (live chat, email, the official WhatsApp API); it requires a higher plan and credits. HubSpot has no assistant that works on your own WhatsApp number connected by QR code, or on Telegram. This page explains that gap.
On your own number
It works on the number you use today, with no official API application and no message fee. Your Telegram account connects to the same assistant.
It leaves a trace in the timeline
Every answer the assistant gives is logged as a note on the contact record's activity timeline, just like an incoming message. The conversation appears in full in HubSpot reports.
Handoff to the contact owner
The conversation owner is the contact owner in HubSpot. When the assistant stops, the conversation waits with that person, both in the panel and in the conversation card on the contact record.
Three steps, without touching HubSpot
If your HubSpot connection is already in place, the assistant is live in five minutes. Nothing changes in your HubSpot settings.
Define the agent
You write the name, personality, goal, rules and model (GPT-5 family); for example 'Give the price only as a range and leave the appointment to a consultant'. Details: all agent settings.
Add knowledge
Crawl your website, upload PDFs, enter question and answer pairs. In the test area of the panel, write like a customer and see the answer and its source.
Assign it to a line
On the AI Settings tab of the HubSpot page, pick an agent next to each WhatsApp and Telegram line. The sales line gets a sales agent, the support line a support agent.
Each line gets its own agent;
the assignment stays even if the channel drops
The contact is matched, the assistant answers, the answer is written to the contact record
Nothing changes on the HubSpot side: contacts, owners and deals work as always; only the first reply is written by the assistant.
Technical details: suggestion mode and agent control
The suggestion sits inside the conversation
In suggestion or semi-automatic mode the draft appears above that conversation in the panel; the agent sends it with one click, edits it or discards it. A new draft replaces the old one.
Draft on request
Even when the assistant does not answer automatically, an agent can ask for an AI suggestion in the conversation; the assistant writes a draft from the conversation history.
The takeover race is closed
If an agent steps in while the model is preparing an answer, the answer is canceled before it is sent; two answers never go out for the same message, and the credit is charged once.
The assistant's reply and yours
both stay in the activity timeline
What the assistant writes goes into HubSpot reporting
Unlike the other CRMs, in HubSpot every message is written as a note on the contact record's activity timeline, and so are the assistant's answers. The conversation card on the contact and deal records opens the whole conversation history live, and the agent carries on from the same place.
Technical details
- The assistant's reply is stored with the sender 'AI' in the panel and on the record; it does not count toward agent performance reports
- The note for an incoming message carries a 'Reply in FlexInbox' link; even on a screen without the conversation card, you take over in one click
- When the conversation owner changes, the contact owner in HubSpot changes too; the assistant never changes the owner (HubSpot integration)
PDF, website, questions and answers, text:
HubSpot uses the same knowledge base
HubSpot trainable AI: you provide the sources, it writes the answers
Text, a website crawl, question and answer pairs and files. For every question the most relevant parts are found and the answer is built from them. If you correct an answer you did not like in the reports, the correction is written into the knowledge base and the assistant uses it next time.
Technical details
- Sources: text, a single page or a whole site, FAQ pairs, files (PDF, txt, md, csv, json)
- Text inside a document is passed only as data; an instruction embedded in a document cannot change the assistant's rules
- One knowledge base can serve several agents, and one agent can use several knowledge bases
- The reply language follows the customer's language and the agent's rules; it sees the last 12 messages as context
Included in the line subscription; you pay only for the AI credits you use
The assistant needs no monthly subscription and no HubSpot plan upgrade; you can assign an agent to every connected line. It spends AI credits only for the messages it handles. You do not need an OpenAI account; the infrastructure is ours, you top up the credits. Details on the pricing page.
- One answer (GPT-5 mini, short)
- ≈ 3 credits (≈ $0.015)
- One answer (GPT-5)
- ≈ 14 credits (≈ $0.07)
- Starter pack 10,000 credits
- $50
When credits run out the assistant stops and the conversation stays with its owner; the customer is not left without an answer.
What you should know up front
The assistant writes nothing to HubSpot but notes
Its answer is logged on the contact record, but it never changes a contact field, an owner or a deal stage. It informs, then hands off.
It answers text messages only
On this path, messages with a voice note, a photo or a document go to the owner, not to the assistant. Voice and image understanding exists today only on the Bitrix24 Open Channel path.
Follow-up messages are not on this path yet
The timing of 'remind the customer an hour later if there is no reply' works today in the Bitrix24 Open Channel assistant; it is next in line for WhatsApp and Telegram lines.
No queue at handoff
When the assistant stops, the conversation is not routed to another agent; it waits with the contact owner in HubSpot, who is the conversation owner. If the contact has no owner, it goes to the line owner.
Wrong answers are not zero
A good knowledge base lowers the rate but does not bring it to zero; suggestion mode, handoff rules and report feedback exist for this. We recommend reading the answers during the first week.
The provider is OpenAI, the key is on the platform
To produce an answer, the message text is sent to OpenAI. You do not need to connect your own OpenAI account, and it is not possible.
About the HubSpot AI agent
Why this assistant when HubSpot has Breeze?
Breeze works in HubSpot's own channels (live chat, email, the official WhatsApp API) and requires a higher plan plus credits. HubSpot has no assistant that answers from your knowledge base on your own WhatsApp number connected by QR code, or on Telegram. FlexInbox adds that assistant to the line connected to HubSpot, and writes its answers to the contact record's activity timeline as well.
What is the HubSpot trainable AI trained on?
Text, your whole website or a single page, question and answer pairs, and files (PDF, txt, md, csv, json). Answers you correct in the reports are also added to the knowledge base as FAQ entries.
Are the assistant's answers visible in HubSpot?
Yes, in two places: as an outgoing message note on the contact record's activity timeline, and live in the conversation card on the contact and deal records. HubSpot reports see the whole conversation.
Is a contact created in HubSpot when the assistant answers?
Yes, before the assistant runs. The number is looked up in HubSpot; if it is not there, a Contact or a Contact plus Deal is created according to the mode you chose, and the contact owner becomes the conversation owner.
What happens when the assistant hands off?
It stops, and the conversation waits with its owner, the contact owner, in the panel and in the conversation card on the contact record. The moment an agent writes, the assistant stops for good in that conversation; it keeps working in conversations with new customers.
Can I try suggestion mode first?
Yes. In suggestion mode the assistant prepares a draft and shows it to the agent in the conversation; nothing goes to the customer on its own. When you trust it, you switch to semi-automatic or automatic mode.
Do I need to upgrade my HubSpot plan?
No. The assistant runs on the FlexInbox side; which HubSpot plan you are on makes no difference. Writing notes to the timeline works on every HubSpot plan.
Is there a monthly AI fee?
No. The assistant is included in the line subscription; it only consumes AI credits for the messages it handles ($0.005 per credit). The trial comes with 500 free credits.
Assign an assistant to your HubSpot line today
Five minutes if HubSpot is connected: set up the agent, scan your website, pick the line. We prepare the knowledge base together during setup.
No credit card required · 500 free credits