HubSpot Breeze Customer Agent — in plain English

• Breeze Customer Agent is an AI teammate that answers customer questions, does simple actions, and hands off to humans when it should. It runs across your Marketing, Sales, and Service touchpoints and learns from your approved content and CRM data. (hubspot.com)

• Teams using it report that the agent resolves a big chunk of conversations on its own—often in the 50–65%+ range—so your people can focus on high‑value work. (hubspot.com)

Why it matters for a solid Back Office

• Always‑on coverage without extra headcount: 24/7, instant responses on chat, email, WhatsApp, Facebook Messenger, and even voice, so queues don’t pile up overnight or on weekends. (hubspot.com)

• One source of truth: The agent runs on HubSpot’s Smart CRM and taps your Data Hub to use clean, unified data—so answers are consistent in every channel. (hubspot.com)

• Operational discipline built in: You set guardrails, brand voice, and escalation rules in Breeze Studio, then track results with built‑in analytics. It’s automation with control, not a black box. (hubspot.com)

• Ecosystem ready: HubSpot’s marketplace now includes 2,000+ apps, so your back office can connect billing, logistics, telephony, and more without brittle custom builds. (community.hubspot.com)

What Breeze Customer Agent actually does

• Answers with confidence: Uses only your approved knowledge (KB, website, PDFs, blogs) and can show citations, which builds trust with customers and internal teams. Trusted, cited answers are part of the design. (hubspot.com)

• Takes real actions: Looks up order status or renewal dates, resets passwords, creates tickets, updates CRM records, and routes to humans with full context when needed. (hubspot.com)

• Works across the funnel: Welcomes visitors and promotes content, helps buyers with pricing and product questions, and supports customers post‑purchase—so it’s not just a help‑desk bot. (hubspot.com)

Real‑world outcomes you can expect

• Many orgs see the agent resolve over half of incoming conversations; HubSpot’s listing highlights “up to 65%.” That translates into fewer tickets and faster SLAs. (hubspot.com)

• Teams using Breeze report shorter response times (for example, a 30% drop in service response time in one case study), plus more capacity for proactive work. (hubspot.com)

How it fits in your HubSpot stack

• Smart CRM + Service Hub: Every interaction is logged, searchable, and reportable, keeping your back‑office metrics clean. (hubspot.com)

• Data Hub (formerly Ops): Cleans and unifies scattered data so the agent answers with complete and accurate context. Less copy‑paste, fewer data conflicts. (hubspot.com)

• Other Hubs (Marketing, Sales, Content, Commerce): One platform means fewer silos and easier governance across the journey. (hubspot.com)

Pricing and availability (as of 2025)

• Breeze Customer Agent is available to Pro and Enterprise customers and billed via HubSpot Credits (usage‑based). A conversation on text channels consumes credits; you can plan usage monthly. Availability expanded on June 2, 2025. (hubspot.com)

Getting started (fast and practical)

• Prep your sources: Centralize policies, FAQs, product docs, and how‑tos in your knowledge base and Content Hub. Mark what’s “approved.” (hubspot.com)

• Connect channels: Turn the agent on for chat, email, WhatsApp, and social messaging where your customers already are. (hubspot.com)

• Define guardrails: Set brand voice, restricted topics, escalation paths, and what actions the agent can take. Manage all this in Breeze Studio. (hubspot.com)

• Measure and tune: Track deflection rate, time to first response, CSAT, and handoff quality; iterate weekly. (hubspot.com)

What “good” looks like for Back Office leaders

• KPIs that move: Higher self‑serve resolution (50–65%+), faster first response, lower backlog, and stable CSAT even as volume grows. (hubspot.com)

• Cleaner operations: Fewer swivel‑chair tasks, consistent data in CRM, and clear audit trails on every conversation and action. (hubspot.com)

• Future‑proof foundation: As HubSpot adds more Breeze Agents (prospecting, knowledge base, data, and more), your automation can expand without re‑platforming. (hubspot.com)

Quick recap

• Breeze Customer Agent gives you 24/7, on‑brand, action‑oriented support across channels, powered by your own data and guardrails. It plugs right into Smart CRM and Data Hub, helping your back office run leaner, faster, and more reliably—and scale without chaos. (hubspot.com)

If you want, I can tailor this into a one‑page internal brief (roles, SLAs, enablement checklist, and first‑90‑days plan) for your team.