---
title: HubSpot Customer Agent
canonical: https://saasranked.com/software/hubspot-customer-agent/
category: AI Customer Service Agents
points: 57
rank: 6 of 11
facts_checked: 2026-10-09
---

# HubSpot Customer Agent

HubSpot's AI agent for chat and email, billed in credits for each conversation it resolves.

57 points out of 100. #6 of 11 AI customer service agents. Vendor: HubSpot, Inc.. Website: https://www.hubspot.com/

- A resolved conversation uses 50 HubSpot Credits, and credits cost $0.010 each, so 500 resolutions is $250 a month before seats [4].
- Credits are used only when the agent delivers a resolution, not for each message [2].
- The agent needs a Professional or Enterprise subscription; the cheapest Service Professional seat price shown is $90 a month [1][2].
- The 14-day free access starts only after you buy at least one Service Professional or Enterprise seat [1].
- G2's Customer Experience page lists HubSpot Service Hub at 74, marked G2 tested [7]. Its General CX leaderboard lists HubSpot Breeze Customer Agent ninth of 9 agents, with 95 points, 69% accuracy and 67% policy compliance [10].

Verdict: HubSpot Customer Agent suits teams that already run HubSpot's CRM or help desk, because it needs a Professional or Enterprise subscription [2]. Pricing is 50 credits at $0.010 per resolved conversation [4]. The catch is the seat requirement and the lack of any free plan or card-free trial [1]. Voice calling is still in beta [4]. Best for: Teams already on a HubSpot Professional or Enterprise subscription.

## Points

| Criterion | Line | Value | Points | Note |
|---|---|---|---|---|
| Price | Free plan or free trial | none | 0/3 | The 14-day free access requires buying a Service Professional or Enterprise seat [1]. |
| Price | Cost of 500 AI resolutions a month | $340/mo | 6/12 | 500 × 50 credits × $0.010 = $250 [4], plus the $90 Professional seat the agent requires [1][2]. |
| Price | Pay only for resolved conversations | Yes | 3/3 | Rate sheet lists 50 credits to resolve one conversation; credits are used only on a resolution [2][4]. |
| Channels and integrations | Channels the agent answers on | Email, Live chat, WhatsApp, Facebook Messenger or Instagram | 8/12 | Catalog names chat and email; set-up needs a Facebook, WhatsApp or live chat channel. Calling is beta [2][4]. |
| Channels and integrations | Sold without the vendor’s own help desk | No | 0/2 | Available only with a Professional or Enterprise subscription of a HubSpot hub [2]. |
| Channels and integrations | Works with named help desks | HubSpot Service Hub | 1/4 | Runs in the conversations inbox or help desk workspace of HubSpot's own hubs, including Service Hub [2]. |
| What it learns from | What it learns from | Help centre or website | 2/6 | Add a website URL; with 'Import related URLs' up to 5,000 URLs on the domain are synced [3]. Not published on the vendor's set-up and overview articles [2][3]. Not published on the vendor's set-up and overview articles [2][3]. |
| Actions and control | Takes actions in connected systems | Yes | 7/7 | You can set up actions the agent performs, such as resetting a password; no beta label shown [3]. |
| Actions and control | Hands over to a human | Not published | 0/3 | Articles describe reassigning to a human agent but not whether the conversation history is passed on [2][3]. |
| Actions and control | Guardrails on answers | Yes | 3/3 | Guidelines set how the agent should respond, and handoff triggers can be added; we count guidelines as required rules [3]. |
| Actions and control | Test before going live | Yes | 5/5 | Test button for email or live chat, testing insights and batch testing before deployment [3]. |
| Actions and control | Versioning or approval of changes | Not published | 0/3 | Not published on the vendor's set-up article [3]. |
| Actions and control | Reporting on the agent | Yes | 3/3 | Performance reports and metrics, knowledge-gap identification and topic analysis [3]. |
| Data protection | SOC 2 Type II or ISO 27001 | Yes | 6/6 | HubSpot says it holds a SOC 2 Type 2 report [5]. |
| Data protection | HIPAA agreement | Not published | 0/2 | Not published on the vendor's security page [5]. |
| Data protection | GDPR data processing agreement | Yes | 2/2 | HubSpot publishes a Data Processing Agreement covering GDPR [6]. |
| Data protection | Choice of data region | Yes | 2/2 | Newer customers can store data in the EU data centre in Frankfurt; otherwise US East [5]. |
| Data protection | Customer data not used to train models | No | 0/2 | Terms say HubSpot may use Customer Data to train its AI models, with an opt-out in account settings [9]. |
| Independent testing | G2 AI CX evaluation | 95 of 200 | 9/20 | G2, October 2026: 95 of 200 (HubSpot Breeze Customer Agent). [11] |

## Plans

| Plan | Price | Per month (USD) |
|---|---|---|
| Customer Agent credits (pay as you go) | $0.010 per credit; 50 credits per resolved conversation [4] | - |
| Service Hub Professional seat | $90 or $100 per seat a month [1] | $90 |
| Service Hub Starter seat | $7 or $20 per seat a month [1][2] | - |

The pricing page shows $90 and $100 for a Professional seat without saying which is the annual price; $90 is used [1]. Professional includes 3,000 credits a month, which are not deducted here [1]. The pricing page says the Professional seat price does not include a required one-time Professional Onboarding fee of $1,500 (Enterprise: $3,500) [1].

## Strengths

- Bills per resolution: credits are consumed only when the agent delivers a resolution [2].
- Syncs website pages as a knowledge source, up to 5,000 URLs on one domain [3].
- Test button, testing insights and batch testing run before deployment, and testing does not use credits [3].
- Performance reports, knowledge-gap and topic analysis are available [3].
- Offers a GDPR data processing agreement and an EU data centre option [5][6].

## Limits

- Needs a Professional or Enterprise subscription in a HubSpot hub, so it is not sold alone [2].
- The free trial requires buying a Service Professional or Enterprise seat first [1].
- Calling is listed as beta in the product catalog, so voice is not counted [4].
- HubSpot's pages describe no version history or approval step for agent changes [3].
- Professional seats carry a required one-time onboarding fee of $1,500 on top of the seat price [1].

## Concerns

- HubSpot's incident page says an employee account was compromised on March 15, 2022, and contact and user data was exported from a small number of customer accounts on March 17 and 18, 2022 [8].

## Sources

1. [HubSpot Service Hub pricing](https://www.hubspot.com/pricing/service), HubSpot, accessed 2026-10-09
2. [Understand the customer agent](https://knowledge.hubspot.com/customer-agent/understand-the-customer-agent), HubSpot Knowledge Base, accessed 2026-10-09
3. [Set up the customer agent](https://knowledge.hubspot.com/customer-agent/set-up-the-customer-agent), HubSpot Knowledge Base, accessed 2026-10-09
4. [HubSpot Product and Services Catalog](https://legal.hubspot.com/hubspot-product-and-services-catalog), HubSpot, accessed 2026-10-09
5. [HubSpot security](https://legal.hubspot.com/security), HubSpot, accessed 2026-10-09
6. [HubSpot Data Processing Agreement](https://legal.hubspot.com/dpa), HubSpot, accessed 2026-10-09
7. [Customer Experience evaluations](https://ai.g2.com/evaluations/customer-experience), G2, accessed 2026-10-08
8. [March 2022 security incident](https://hubspot.com/en-us/march-2022-security-incident), HubSpot, accessed 2026-10-09
9. [HubSpot Customer Terms of Service](https://legal.hubspot.com/terms-of-service), HubSpot, accessed 2026-10-09
10. [AI CX Agent Evaluations: General CX leaderboard](https://www.g2.com/categories/ai-agents/agent-evaluations), G2, accessed 2026-10-08
11. [AI CX Agent Evaluations, General CX leaderboard](https://www.g2.com/categories/ai-agents/agent-evaluations), G2, accessed 2026-10-08