HubSpot Agent Series · No. 02 · Customer Agent

Meet Lumi. Your customers never wait again.

Lumi is HubSpot's Customer Agent, set up and run by Campaign Creators. It answers customer questions on chat, email, WhatsApp and Messenger using your own help content, and hands pricing, renewals and anything sensitive to your team. Day or night.

Get Lumi live in 30 days Run your numbers

You pay only when Lumi solves a conversation. Handoffs to your team cost nothing.

Lumi, a glowing violet speech bubble with big navy eyes and a notification-dot antenna, smiling warmly.

72% solved without a human

HubSpot's average resolution rate across Customer Agent users in mid-2026, up from about 20% a year earlier.

Answers from your content

Your help articles, website, files and CRM. When it isn't sure, it doesn't guess. It brings in your team.

$0.50 only when it solves it

HubSpot charges per resolved conversation. Clarifying questions and handoffs to a person are free.

Lumi, calm and attentive, with a small crescent moon glowing beside it.

So what's an agent?

A chatbotfollows a script and gets stuck off it.

A help centerwaits for customers to find the answer.

An agentunderstands the question, finds the answer, and takes the next step.

Think of Lumi as a support rep who has read every help article you've written, never sleeps, and knows exactly when to bring in a human.

Here's the moment it clicks

One conversation, two outcomes: Lumi solves the routine question and hands the revenue conversation to the right person.

Customer portal chat · Harborline Freight · 4:52 pm

Hi, how do I add two new dispatchers to our account?

Checked Harborline's account · Pro plan · 8 of 10 seats used

LumiYou have 2 open seats, so you're all set. Your admin can add them under Settings → Users. Here's our step-by-step guide. Want me to send it to your admin too?

Perfect, thanks. We'll likely need 15 more seats next quarter. Can someone talk to us about Enterprise?

Upgrade interest · handed to Jordan, their account manager, with the full conversation

What happened

How-to question: solved by LumiAnswered in seconds from your help center and Harborline's account record. No ticket for your team.

$0.50

Upgrade question: handed to the account managerYour rule sends pricing and renewals to a person. Jordan gets the conversation and a heads-up on a likely 15-seat expansion.

Support just found you pipelineA routine question turned into a warm expansion conversation, without anyone on your team lifting a finger.

Illustrative example with a fictional company. Plan and seat details come from the HubSpot company record. Lookups in other systems need a connected action, which we set up in the Launch.

Where does Lumi get its answers?

Help articlesYour knowledge base

Your HubSpot knowledge base, kept in sync as you update it.

Your website and blogPublic pages

Pages and posts you choose, with sections you can include or leave out.

Policies, manuals, price sheetsUploaded files

Documents you add specifically for Lumi to learn from.

Who the customer isYour CRM

Contact and account details to personalize answers, within the access you grant.

Orders, bookings, accountsConnected actions

Live lookups and updates in your systems, only where you've connected and allowed them.

When does Lumi hand off to a person?

Words you chooseYour rules

Pricing, renewal, cancel, legal, or anything else you list.

FrustrationTone

When a customer is clearly upset, a person steps in.

Your most important customersCustomer tier

VIP or enterprise accounts can always go straight to your team.

Not sure of the answerLow confidence

If your content doesn't cover it, Lumi doesn't guess.

You choose whether Lumi transfers right away or keeps helping until a rep is free.

Learns

Reads your help content, website and files. Nothing invented.

Answers

On chat, email, WhatsApp and Messenger, in your brand voice.

Acts

Looks up orders, books meetings, updates records, where you allow it.

Hands off

Brings in your team with the full conversation when it should.

Teams are already seeing it work

Published results from HubSpot Customer Agent customers.

20%→80%+

Canibuildresolution rate (from under 20%), with on-time SLAs up from 85% to 94%

79%

Soundstripeof chat volume handled, with email first response 54% faster

−60%

Flipsnackconversations needing a person, from 7,600 to 3,034

72%

Across customersof tickets resolved without human escalation, per HubSpot

Sources: HubSpot Agent Hub customer stories and HubSpot Q2 2026 earnings call. Your results depend on your help content, channels and ticket mix.

What could Lumi be worth to you?

Move the sliders. The math uses HubSpot's $0.50-per-resolution rate plus our monthly Lumi Ops plan.

Customer conversations each month

Share Lumi resolves

Minutes a person spends per conversation

Loaded support cost per hour

return on Lumi's monthly cost

Conversations Lumi resolves

Team hours freed each month

Value of that time

Monthly cost (resolutions + Lumi Ops)

Estimate only. Counts time saved, not faster answers, after-hours coverage or happier customers. Assumes $0.50 per resolution at list price plus $1,750/month Lumi Ops; included plan credits would lower the cost.