Latest / Sidekick's What Just Shipped
HubSpot Customer Agent as live chat backup when no one's free | Shipped Jul 2026
When nobody on your team is available, HubSpot live chat conversations used to sit unassigned until someone triaged them. Now a live chat's assignment settings include a checkbox to hand those conversations to Customer Agent when no users are available or everyone is at capacity. We cover where the setting lives, the trade-off that comes with it, why it matters, two related handoff tools, and a five-step test plan.
Who it's for: support leads and HubSpot admins who run live chat and use, or are considering, Customer Agent.
Our research first covered this on July 27, 2026, and again on August…
The skinny
The skinny isn't ready yet — notes appear once the transcript is processed.