SoftTech AI Registry
HubSpot · Breeze

Customer agent action execution

HubSpot's Breeze Customer Agent selects and invokes published built-in or custom actions in response to customer requests during a conversation. The agent interprets the request, determines whether an action is appropriate, selects the configured action, collects and supplies required inputs, invokes it, and continues the conversation using the configured response instructions. The configured operation itself is not AI reasoning. Documented actions include Update CRM object, lifecycle-stage updates during lead qualification (BETA), workflow enrolment, and custom GET/POST calls to external endpoints.

Recorded characteristics

Function
Boundary: the Customer Agent (Breeze) receives a customer request in a conversation, interprets it, determines whether an action is appropriate, selects a published action (matched using the action name, description and builder-defined trigger phrases), collects required inputs from the customer, supplies those inputs, invokes the action, and uses the configured response instructions when continuing the conversation. Actions come from the Actions library (preconfigured templates such as "Enroll visitor in workflow" and "Update CRM object") or are custom actions. The underlying configured operation is deterministic, not AI reasoning. Workflow enrolment is treated as the agent starting another automation; downstream workflow actions are not attributed to the Customer Agent. Distinct from the existing Data Agent Workflow Actions record, where a workflow starts an AI step and later deterministic workflow steps may act; here the agent itself selects and invokes a published action during a live customer conversation. Excludes CRM Record Summarisation, ordinary workflow execution, generic Breeze functionality, human handoff, lead qualification as a separate capability, and the front-office conversations beta.
Data access
The agent collects required inputs from the customer and supplies them to the action. Custom actions send configured body or query parameters (keys mapped to properties) to the builder's endpoint and read the API response under builder-written response instructions. Customer identity is recorded separately from action authority: the agent may interact with anonymous visitors, visitors matched to CRM contacts by email, email-verified visitors, and visitors already identified/authenticated (e.g. via the Visitor Identification API). Action protection levels (None / Match email / Verify email) are identity and access protection determining whether an action may run for that visitor; they do not establish whose authority performs the action.
Actions
Can take actions
External actions
Unknown
Human confirmation
Not established
Permission basis
Separate permissions
Administrative control
Established controls: Customer agent editor permission is required to set up, edit and manage actions; an assigned seat is required to create, edit and manage the customer agent. Builders create/configure actions (name, description, action protection level, trigger phrases, required inputs, API method, endpoint, authentication, response instructions), test in Preview, and publish or unpublish actions; unpublished actions can be edited or deleted. Builders choose channels (the agent must have a connected Facebook, WhatsApp or live chat channel before publishing; can be deployed to live channels such as chat or email) and can control which conversations it handles via channel assignment, workflows and rule-based chatbots. HubSpot guidance (not documented as technically enforced): actions involving sensitive account information such as account access or credentials should only send secure links or instructions and should not make those changes directly within a conversation. Builder permissions are distinct from the runtime authority of downstream operations.
Default state
Conditional
Availability
Available with Professional/Enterprise tiers of Marketing, Sales, Service, Data, Content, Smart CRM and Revenue Hubs; requires creating and publishing a customer agent, at least one connected Facebook, WhatsApp or live chat channel, configured and published actions, and deployment. Not enabled by default. Lifecycle: capability recorded as active. Lead-qualification actions are labelled BETA by HubSpot, and the "Customer agent now handles all your front office conversations" opt-in is a beta; these labels are not applied to the whole capability. The lifecycle label of the Actions library itself is not publicly established.
Licensing
HubSpot Credits required (for deployment to workflows and rule-based chatbots, credits are consumed when a conversation is resolved). Assigned seat required for agent management.
External model or provider
Not publicly established. HubSpot does not name a fixed model or provider for Customer Agent action selection.
Limitations and uncertainty
Persistent-action basis: Update CRM object (Actions library) and updating the lifecycle stage in the CRM during lead qualification establish persistent HubSpot state changes. External action is UNKNOWN, not "unsupported": HubSpot documents custom actions calling the builder's external endpoint with GET or POST (auth: None, request signature in header, or API key) and gives examples such as sending a password reset email, where the external application is expected to perform the email operation; HubSpot does not state that the Customer Agent itself sends that email, and current first-party evidence does not establish the full chain agent -> action invocation -> outside system -> demonstrated persistent external change. Human confirmation is not established: collecting inputs, Match email, Verify email, Visitor Identification, authentication and human handoff are not runtime approval steps, and no documented confirmation step precedes execution. Permission basis separate_permissions rests on builder-configured custom-action authentication (API key / request signature), separate from the customer's identity; the execution authority of built-in CRM actions is NOT established and it is not claimed that all actions use an API key. Observability: action testing in Preview and conversations in the conversations inbox/help desk; no complete action audit trail is established (selected action, inputs, credential, external effect). Unresolved: built-in CRM action execution authority; whether runtime action confirmation exists; complete persistent external-write example; Actions library lifecycle label; model/provider; detailed action execution logging; human-handoff behaviour (documentation unavailable during review); whether HubSpot itself exposes a Customer Agent email-send action.

Evidence