HubSpot Customer Agent handoffs your support team can trust | Shipped Sep 2026

Sidekick's What Just Shipped · Oct 31, 2026 · 7m · transcript

Your customer explains everything to the chatbot, gets passed to a human, and has to start over. This episode walks through how HubSpot's Customer Agent hands off conversations: the three default triggers, custom handoff guidelines (like any mention of Refund or Cancellation), live vs. async vs. no handoff (set separately for chat and email), routing to an inbox, help desk, or ticket-based workflow, the Team only setting that hands off even when nobody is available, auto-translated handoff messages, the Reassign Tickets workflow template, and the Customer Agent ticket status property. Then we…