Handle customer queries in Customer Agent: what does this AI read, and can you turn it off?
Checked on November 10, 2026 by verification chain vchain-1
This AI is on by default; it can be turned off.
The facts, edition by edition
| All editions | |
|---|---|
| What the AI does | Reply “Deploy the customer agent to live channels, such as chat or email, to respond directly to customer inquiries.” “respond directly to customer inquiries.” “When deployed, the customer agent answers questions using synced content, performs configured actions (such as resetting a password or booking a meeting), and transfers conversations to a human agent when its confidence is low or escalation rules are met.” [1] dated copy |
| Model | Not yet verified |
| What it reads | Not yet verified |
| Where the data goes | Transfers outside the EU “the European Commission’s Standard Contractual Clauses (SCCs) as the mechanism to transfer data from the EU to the U.S..” “HubSpot's Data Processing Agreement includes the EU and U.S. Data Privacy Framework, Swiss-U.S. Data Privacy Framework, UK Extension to the EU-U.S. Data Privacy Framework, and the European Commission’s Standard Contractual Clauses (SCCs) as the mechanism to transfer data from the EU to the U.S..” [2] dated copy |
| Trains on your data | No “We do not permit HubSpot AI service providers that we engage to provide the Subscription Service to use your data for model training.” [2] dated copy |
| On by default | Yes “Keeping access turned on ensures you get the full value of HubSpot’s AI, while still benefiting from strict privacy protections.” “If you’d like to opt out or manage the data processed by these AI service providers, learn how to manage your AI settings.” [2] dated copy |
| Can be turned off | Yes “If you’d like to opt out or manage the data processed by these AI service providers, learn how to manage your AI settings.” “Yes. You can turn off customer agent credit usage at any time from your customer agent credits settings.” [2] dated copy |
| Billing | In credits “Deploying the customer agent to channels requires HubSpot Credits. Credits are consumed only when the agent delivers a resolution.” “Credits are consumed only when the agent delivers a resolution.” [1] dated copy |
| Feature type | Not yet verified |
| Frameworks the catalog links to it | Not yet verified |
All editions
- What the AI does
- Reply “Deploy the customer agent to live channels, such as chat or email, to respond directly to customer inquiries.” “respond directly to customer inquiries.” “When deployed, the customer agent answers questions using synced content, performs configured actions (such as resetting a password or booking a meeting), and transfers conversations to a human agent when its confidence is low or escalation rules are met.” [1] dated copy
- Model
- Not yet verified
- What it reads
- Not yet verified
- Where the data goes
- Transfers outside the EU “the European Commission’s Standard Contractual Clauses (SCCs) as the mechanism to transfer data from the EU to the U.S..” “HubSpot's Data Processing Agreement includes the EU and U.S. Data Privacy Framework, Swiss-U.S. Data Privacy Framework, UK Extension to the EU-U.S. Data Privacy Framework, and the European Commission’s Standard Contractual Clauses (SCCs) as the mechanism to transfer data from the EU to the U.S..” [2] dated copy
- Trains on your data
- No “We do not permit HubSpot AI service providers that we engage to provide the Subscription Service to use your data for model training.” [2] dated copy
- On by default
- Yes “Keeping access turned on ensures you get the full value of HubSpot’s AI, while still benefiting from strict privacy protections.” “If you’d like to opt out or manage the data processed by these AI service providers, learn how to manage your AI settings.” [2] dated copy
- Can be turned off
- Yes “If you’d like to opt out or manage the data processed by these AI service providers, learn how to manage your AI settings.” “Yes. You can turn off customer agent credit usage at any time from your customer agent credits settings.” [2] dated copy
- Billing
- In credits “Deploying the customer agent to channels requires HubSpot Credits. Credits are consumed only when the agent delivers a resolution.” “Credits are consumed only when the agent delivers a resolution.” [1] dated copy
- Feature type
- Not yet verified
- Frameworks the catalog links to it
- Not yet verified
To turn it off
- All editions: Yes “If you’d like to opt out or manage the data processed by these AI service providers, learn how to manage your AI settings.” “Yes. You can turn off customer agent credit usage at any time from your customer agent credits settings.” [2] dated copy
Frameworks the catalog links to it
Linked frameworks will appear once the reference set is published.
- All editions: Not yet verified
Sources
- Understand the customer agent, HubSpot, November 10, 2026
- HubSpot AI Cloud Infrastructure | Frequently Asked Questions, HubSpot, November 10, 2026
Change log
No change since first publication.
This fact sheet says nothing about your setup: the free readout, in French for now, reads it in your tools.