Customer Agent Suggested Questions Update

What it is

Customer agent now shows suggested questions inside the chat widget itself, below the agent greeting, rather than as a hover state or page overlay before the chat is opened. The new placement appears when a visitor demonstrates clear intent to start a conversation, which makes the prompts feel more useful in context and the experience less cluttered on the page. This is in public beta and available across HubSpot Credits and the Professional and Enterprise tiers of Content Hub, Marketing Hub, Data Hub, Sales Hub, Service Hub, and Smart CRM.

Why it matters

The pre-chat overlay was the kind of treatment that tried to do too much before the visitor had asked anything. Moving suggested questions inside the chat surface lines up with how people actually engage: they open the widget first, then look for a prompt that matches what they need. The bigger pattern worth watching is the steady accumulation of customer agent updates as HubSpot keeps tightening that surface. Customer portals are getting better, customer success rooms are real, and customer agent is getting more capable in the chat itself. The post-sale tooling is getting noticeably more attention.