Your support team is probably overwhelmed with the same questions coming in every day. It’s the repetitive stuff—password resets, order status inquiries, and other routine questions—that takes up most of their time.
These questions make up 80% of daily requests, yet they don’t need human intervention. If these repetitive tasks could be handled automatically, your agents could focus on solving the complex, high-value problems that require their expertise.
The Breeze Customer Agent and Knowledge Base Agent are AI support tools that work together to reduce the strain on your team, tackling repetitive requests and continuously updating your knowledge base. Both agents provide a smoother, faster experience for your customers.
Let’s explore how Breeze’s proactive support can reshape your support team’s workflow.
Meet Breeze: Your AI Support Partner
Breeze is HubSpot’s AI solution designed to handle routine tasks that slow down your team. It’s an intelligent team member that learns, adapts, and scales with your needs.
Breeze includes five agents: Customer Agent, Knowledge Base Agent, Content Agent, Social Media Agent, and Prospecting Agent. Each one plays a different role, helping teams reduce manual work and focus on higher-value tasks.
This section focuses on two of them: the Customer Agent and the Knowledge Base Agent. These work together to manage repetitive inquiries and keep your help content up to date, freeing your team to handle more complex issues.
The Customer Agent handles support requests 24/7, responding to common questions via Email, WhatsApp, and Facebook Messenger. The Knowledge Base Agent, on the other hand, converts support tickets into helpful articles, ensuring your knowledge base is always current.
With Breeze integrated into HubSpot, your team can work smarter, not harder.
In the next sections, we’ll dive into how each agent improves your support process.
Breeze Customer Agent: 24/7 Frontline Support
Breeze Customer Agent is an always-on team member, handling inquiries across email, WhatsApp, and Facebook Messenger, day or night. It ensures your team never misses a request and can focus on more complex issues.
How Breeze Customer Agent Works
Instant, Personalized Responses: Breeze pulls real-time data from your systems to answer customer questions like “Where’s my order?” immediately, reducing wait times and boosting satisfaction.
Efficient Issue Resolution: Breeze handles up to 90% of support tickets, focusing on repetitive tasks like password resets or order status checks. This frees up your team from handling these common questions.
Smart Escalation: When an issue needs human attention, Breeze smoothly escalates the case to a live agent, ensuring a seamless transition and clear communication for the customer.
Why Routine Questions Deserve a Smarter Answer
Most support tickets aren’t complex; they’re repetitive. Password resets, order tracking, and billing updates. These make up about 80% of requests and take up valuable time.
Instead of pulling your agents into the same conversations every day, Breeze’s Customer Agent handles these routine questions on its own. That way, your team can spend time on the issues that need actual thinking.
How Customer Agent Handles Routine Requests
Works Around the Clock: Breeze responds instantly to common questions like “Where’s my order?” or “How do I change my billing info?”. It connects to your systems and gives clear, accurate answers without delay.
Keeps Queues Manageable: By handling the bulk of repetitive tickets, Breeze helps prevent backlogs. Your team can address high-priority issues without feeling bogged down by questions that can be automated.
Reduces Copy-Paste Work: With Breeze in place, agents no longer waste time copy-pasting standard replies. They don’t have to repeat themselves all day, which keeps the work more engaging and avoids burnout.
But What Happens When Customers Ask Something New?
When customers ask questions not covered by your existing knowledge base, it creates a gap in support. Instead of simply leaving them hanging, Breeze’s Customer Agent flags these gaps, ensuring that the issue doesn’t go unnoticed. Here’s how Breeze handles unanswered questions:
Learns From What It Doesn’t Know: Breeze identifies when a question isn’t covered by your knowledge base. This signals a chance to improve support content moving forward.
The Knowledge Base Agent Picks It Up: When gaps are flagged, the Knowledge Base Agent creates a draft article to fill them, whether it’s a missing FAQ or a new help doc. That way, the next customer who asks gets an answer.
In the next sections, we’ll explore how Breeze’s Knowledge Base Agent works alongside the Customer Agent to maintain up-to-date self-service content.
Breeze Knowledge Base Agent: Scale Support Without Extra Headcount
Breeze Knowledge Base Agent turns resolved support tickets into new help articles. It learns from real conversations and fills in gaps, so your knowledge base keeps growing, without your team having to write everything themselves.
How Breeze Knowledge Base Agent Works
Turns Tickets Into Articles: When a support ticket is closed, Breeze looks for useful patterns. If the same question comes up often, it drafts a help article based on the solution. Your content stays relevant and reflects what customers are actually asking.
Surfaces Unaddressed Issues: If a customer asks something that’s not in your help center, Breeze flags it. This helps you spot missing topics and gives your team a chance to address them before they pile up.
Cuts Down Manual Updates: Instead of agents writing new FAQs from scratch, the Knowledge Base Agent handles the first draft. Your team can review, edit if needed, and publish. It saves time and keeps your self-service options useful and up to date.
Imagine your support team resolves a shipping issue for a customer. The next day, the Knowledge Base Agent drafts an FAQ based on that solution. There’s no need for your team to write it manually, and the next customer with the same issue can self-service it without waiting for an agent.
Key Features of the Customer Agent and Knowledge Base Agent
Breeze’s Customer Agent and Knowledge Base Agent work together to reduce manual tasks, handle repetitive support work, and keep your help content current. Each plays a different role but contributes to faster responses and fewer tickets.
Customer Agent
Breeze’s Customer Agent handles common support questions automatically, so your team can focus on the work that needs a human.
Contextual, Real-Time Answers: The Customer Agent understands intent and pulls data from your systems to accurately answer questions like shipping status or billing updates instantly.
Available Across Channels: Responds on email, Facebook Messenger, WhatsApp, and more, so your customers get help wherever and whenever they ask.
Learns from Unstructured Info: The Customer Agent trains using documents like PDFs, chat logs, or emails. You don’t need to spend hours organizing training material; it picks up patterns and learns as it goes.
Smart Handoff System: Knows when to hand off to a human agent and makes the switch smoothly, without frustrating the customer.
Knowledge Base Agent
The Knowledge Base Agent keeps your help content up to date by turning real support conversations into searchable answers.
Drafts Articles from Tickets: The Knowledge Base Agent transforms resolved tickets into help articles automatically. After resolving a customer issue, it captures the key details, drafts an article, and adds it to your knowledge base.
Prioritizes Based on Volume: The Knowledge Base Agent scans for recurring queries, allowing it to prioritize which issues to address first. If multiple customers ask the same question, the agent flags it for content creation, ensuring the most common issues are covered first.
Flags Gaps and Outdated Content: It also keeps track of the knowledge base’s content health. If an article is outdated or if there’s missing information, the Knowledge Base Agent flags it so your team can fix it before it causes confusion.
Builds Self-Service Content: Every ticket solved helps grow your FAQ and expands your self-service offerings. Customers find answers faster, and your team handles fewer repetitive requests.
Works With Your Existing Systems: Breeze doesn’t require complex migrations or major setup. It works out of the box with your current systems.
Step-by-Step: How to Set Up Breeze Customer Agent
If your support team keeps answering the same questions, Breeze Customer Agent can take over the repetitive ones. It’s built to handle FAQs using your existing content, so your team can focus on work that actually needs a human. Here’s how to get Breeze Customer Agent running.
What You’ll Need Before You Start
Make sure these are ready before you set up the agent:
A connected messaging channel: You need at least one: Facebook Messenger, WhatsApp, or HubSpot’s Live Chat. Connect it to your Conversations Inbox or Help Desk Workspace. The agent can’t respond unless it’s tied to a channel.
Chatflows permissions: Only users with Chatflows access can create or manage the agents. If you don’t see the option, check your permissions or ask your HubSpot admin.
HubSpot tracking code (for non-HubSpot websites): If your website isn’t hosted on HubSpot, you’ll need the tracking code installed. This lets the chat widget appear and function properly on external pages.
Create the Breeze Customer Agent
Most teams can do this in under 15 minutes. But how you set it up impacts how useful it actually is.
In your HubSpot portal, go to Breeze AI > Customer Agent, then hit Create Agent.
Name your agent. Pick something your team will recognize quickly.
Assign a role. Choose Support, Sales, or Marketing. This helps shape how the agent responds. If it’s a support agent, it’ll focus on resolving customer issues.
Set a personality. You can pick traits like Friendly, Professional, Casual, Empathetic, or Witty. This controls tones, so choose what fits your brand.
Choose your content sources. The agent can only answer based on what it’s allowed to “read.”
HubSpot content: Knowledge base articles, blogs, website pages, and landing pages already in your portal.
Internal files: Upload PDFs, slide decks, or internal guides.
Public URLs: Add links to your help center or documentation. To scan all sub-pages, check “Import related URLs.”
Click Create agent.
That’s the foundation. You can customize its avatar to match your brand or team later.
Tip: Don’t overload it with every file you have. Use clean, structured content like FAQs and step-by-step guides. Skip outdated or vague documents.
Assign Your Agent to a Channel
Once it’s built, the agent needs somewhere to interact with customers.
Go to Customer Agent > Assignment tab.
Choose from Live Chat, Facebook, WhatsApp, Calling, or Email.
Connect it to an Inbox or the Help Desk Workspace. This is where conversations will go if the bot needs to hand off to a person.
Define Handoff Rules
Decide what happens when the agent doesn’t know the answer.
Handoff to a human: Route it to a specific user or team. Requires paid Service Hub or Sales Hub seats.
Leave it unassigned: Let it land in the “Unassigned” view so your team can respond to it later.
Stay assigned: The bot stays on the thread and sends a message like: “I’m not sure I have the answer. Let me connect you to someone who can help.”
Choose based on your team’s availability and how confident you are in your content.
Preview and Test
Before going live, test how the agent responds.
Go to Breeze AI > Customer Agent > Overview.
Ask sample or custom questions.
See what it pulls, how it phrases answers, and where it gets stuck
If it can’t answer something, HubSpot may suggest adding or improving your content. You can fix issues before customers ever see them.
Once live on your site, the agent shows a “Powered by AI” label in chat. If a visitor goes quiet for 24 hours, the chat thread closes automatically.
Best Practices for Better Answers
Once your agent is live, your work isn’t done. To keep it useful, you’ll need to give it the right content and track how it’s performing.
Give It the Right Content
The agent can only answer based on what you give it. Here’s how to make sure it has what it needs:
Use real questions: Don’t just upload product pages or internal docs. Use FAQs, step-by-step guides, and answers to common support questions, especially the ones your team answers often, like how to reset a password or update billing info.
Keep it current: If a feature changes, update the related content. Outdated steps lead to bad answers and frustration.
Format for scanning: Use clear headers, short sentences, and bullet points. Long paragraphs make it harder for the bot to find the key idea.
Include different phrasings: People don’t always ask the same way. One might say “cancel account,” another says “close profile.” Cover common variations in your content.
Use real customer language: Check chat logs and support tickets to see how customers actually phrase questions. Use those terms in your headers and FAQs.
These steps help the agent match user intent and give clearer, more accurate answers.
Use Metrics to Track What’s Working
The agent’s Performance tab shows how well it’s doing and where it’s falling short.
Resolved conversations: These are chats the bot handled end-to-end. A high number means the content is working. A low number might mean the bot is confused or escalating too often.
Deflection rate: Shows how often the bot prevented a ticket from reaching your team. Steady numbers are good. Spikes or dips may signal content issues or changing customer behavior.
Escalation trends: Frequent handoffs could mean certain topics (like billing or new features) need clearer documentation.
Knowledge gaps: Breeze flags questions it couldn’t answer. Use these alerts to guide what articles to update or create.
Customer feedback by channel: If one platform gets worse ratings, look into the experience there. Don’t just watch the numbers, look for patterns.
What This Means for Your Support Team
Breeze’s Customer Agent and Knowledge Base Agent take care of repetitive tasks so your team can focus on more complex work. Here’s how Breeze can transform your support operations.
More Time for Real Support: Instead of answering the same basic questions all day, your team can focus on issues that need a human touch, like troubleshooting, escalations, or account-specific help. The bot handles the routine, so your team has more time for meaningful conversations.
Faster Onboarding for New Support Agents: New hires can hit the ground running. With an up-to-date, searchable knowledge base, they can find answers without relying on tribal knowledge or outdated docs. It shortens ramp-up time and builds confidence early.
Better Customer Experience: When customers get fast, accurate answers, satisfaction goes up. Breeze keeps responses consistent and content current, so customers don’t wait or get sent in circles.
Easier to Scale Support: As ticket volume grows, your team doesn’t have to work longer hours to keep up. Breeze takes on the high-volume, low-complexity questions, freeing agents to handle the rest without burnout.
Empower Your Support Team with Breeze’s Smart Automation
Breeze’s Customer and Knowledge Base Agents are more than just automation; they’re proactive team members who make support smarter.
They don’t just handle routine questions. They also give visibility into your support flow. You can see what customers are asking, where the AI steps in, and where it hands off. This helps you spot patterns and gaps, whether it’s outdated content or a process that needs fixing.
Breeze also surfaces signals you might miss, like repeated questions that never become tickets but still show confusion. By taking on repetitive work, Breeze frees up your team’s time, reduces burnout, and helps customers find answers on their own. That means less pressure on agents and better focus on complex issues.
Because it works in the background, your team doesn’t need to constantly monitor it. It flags what needs attention and gives you the context to act without extra effort.
In short, Breeze Customer Agent and Knowledge Base Agent are your support systems that get smarter over time, without your team having to manage them constantly.
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Frequently Asked Questions (FAQs)
Are Breeze Customer Agent and Knowledge Base Agent free?
No. These agents are included with the Service Hub Professional and Enterprise plans. Pricing varies based on your team’s size and needs. It’s best to contact Breeze directly for a quote based on your requirements.
Which languages do Breeze Customer and Knowledge Base Agents support?
Breeze supports multiple languages, including English, Spanish, French, and German. Available languages may vary depending on your plan and setup.
Is the Customer Agent the same as a chatbot?
No, while both serve automated functions, Breeze’s Customer Agent is more advanced than a traditional chatbot. It uses AI to provide highly accurate, context-aware responses and integrates with your help center and knowledge base to ensure continuous learning and improvement. Chatbots, on the other hand, typically follow preset scripts and have limited learning capabilities.
Do I need technical expertise to set up Breeze’s AI agents?
Setting up Breeze’s Customer and Knowledge Base Agents is straightforward, especially if you’re familiar with HubSpot’s Service Hub. Breeze provides clear documentation and support to guide you through the setup process. However, if needed, your HubSpot account manager or a technical expert can assist with more advanced configurations.
Can I customize the responses given by the Breeze agents?
Yes, you can tailor the responses of both the Customer and Knowledge Base Agents to fit your brand’s voice and tone. Breeze offers flexibility to ensure the answers are in line with your business’s communication style.
