Configure Audiences Customer Agent Responds to on Email

What it is

Coming soon and in development, admins will be able to define which contacts Customer Agent responds to on an email channel by selecting from existing HubSpot Lists. This is slated across hubs and tiers, including Starter, Professional, and Enterprise.

Why it matters

This is the update that makes the form-response feature above something you can scope rather than something you flip on for everyone. The smart way to adopt an agent on a credit budget is to point it at a narrow, high-volume, low-risk audience your frontline team can name, and keep the sensitive or high-touch contacts on a human. Doing that with existing lists means the control lives in segmentation you already maintain, which is one more reason to get your segments in order. It is not live yet, but it is the half of the story that controls cost and risk.