Bot Configuration Options

After you create a bot, you can configure its settings from the Your Bots page. Click the settings icon next to your bot to access the configuration page. Changes are saved per section, and you can test configurations before deploying using the Quick Test feature.

Deployment Settings

This section controls how your bot operates and who it interacts with.

Deployment Mode

• DISABLED: The bot is off and will not respond to any conversations.
• SILENT: The bot generates responses as internal notes in HubSpot that only your team can see. Use this for testing with real conversations.
• ENABLED: The bot is live and responds directly to customers.

Bot Sender

Select which HubSpot user the bot sends messages as. This determines the name and avatar customers see.

Handoff

Configure what happens when the bot needs to escalate a conversation to a human:

• Handoff Users: Select the team members who should receive escalated conversations.
• Handoff Message: The message the bot sends to the customer when it escalates.
• Notification Type: Choose when agents get notified: all messages, only unresolved conversations, or custom rules.

AI Mode Settings

Fine-tune how the bot's AI operates:

• Include Historic Conversation Data: Toggle whether the bot should consider previous conversation history when generating responses. Useful for returning customers.
• Model Selection: Choose between the standard model (more accurate, slightly slower) and the fast model (quicker responses, good for high-volume channels).

Language Settings

Set the default language for your bot's responses. The bot will respond in this language unless it detects the customer is writing in a different language, in which case it adapts automatically.

Knowledge Settings

Select which knowledge sources your bot should use to answer questions. You can assign individual sources or entire knowledge folders. Check the boxes next to the sources you want included.

Only knowledge sources that have been processed and indexed will appear here. See Adding Knowledge to Bots for details.

Sales Actions

Configure actions the bot can offer to customers during conversations:

• Action Name: A descriptive name (e.g., "Book a Demo", "Request a Quote").
• Offer When: A description of when the bot should offer this action (e.g., "When the customer asks about pricing or wants to see the product in action").

The bot uses these descriptions to decide when to proactively suggest an action. You can configure multiple sales actions, and the bot will choose the most relevant one based on the conversation context.

Conversation Closure

Enable automatic conversation closure to let the bot close conversations that have been resolved. When enabled, the bot will:

1. Detect when a customer's question has been fully answered.
2. Ask the customer if there's anything else they need.
3. Close the conversation in HubSpot if the customer confirms they're satisfied.

This reduces manual cleanup and keeps your inbox tidy.

Ticketing

Enable automatic ticket creation when the bot hands off a conversation to a human agent:

• Enable Ticketing: Toggle ticket creation on handoff.
• Pipeline: Select which HubSpot pipeline to create tickets in.
• Stage: Choose the initial ticket stage.

This ensures every escalated conversation becomes a tracked ticket in your HubSpot service pipeline.

Chatting with Your Bot

Once your bot is configured, you can chat with it directly from the Your Bots page by clicking the chat icon next to any bot. This allows you to:

• Test the deployed configuration: Chat with your bot using its current live settings.
• See how customers will experience it: The chat uses the exact configuration that's deployed.
• Quick access for all team members: Both admins and members can chat with bots from this page.

This is different from the Quick Test feature available on the bot configuration page, which allows admins to test different configurations before deploying them.

Always Save

Remember to Save each section after making changes. Unsaved changes will be lost if you navigate away.