Verdict
Buy it if you already run support in HubSpot and want a no-code agent you pay for only when it resolves a conversation. The catch is the entry ticket, a Professional or Enterprise subscription with onboarding fees, and an agent that still fails many policy-heavy tasks in independent testing.
Good fit if you are
- Teams already running support in HubSpot Service Hub
- Small and mid-sized companies that want a no-code agent
- Buyers who want to pay only for resolved conversations
Look elsewhere if you are
- Companies whose help desk and CRM are not HubSpot
- Voice-heavy contact centres, since voice is a beta for inbound calls only
- Teams that need deep actions inside back-office systems
Pros and cons
What we like
- You pay $0.50 only when a conversation is resolved; conversations where the customer asks for a human are not billed 1,4.
- One setup deploys to live chat, email, forms, WhatsApp and Facebook Messenger 6.
- No-code setup crawls up to 5,000 website URLs and includes batch testing that costs no credits 5.
- Works on CRM data and takes actions such as password resets, meeting booking and custom actions 4,5.
- Customer data can be hosted in EU, Canadian, Australian or US data centres 18.
What to watch
- Needs a Professional or Enterprise subscription; Service Hub Professional starts at $90 per seat per month plus a $1,500 onboarding fee 2.
- Included credits cover few resolutions: the 3,000 credits in Professional pay for 60 2,3.
- Unused credits expire at the end of each month 8.
- Voice is a public beta, handles inbound calls only and costs $0.50 per minute 1,7.
- G2's hands-on evaluation passed it on 19 of 46 tasks, with 69% accuracy and 67% policy compliance 13.
Key facts
| Made by | HubSpot |
|---|---|
| Pricing | $0.50 per resolution (50 HubSpot Credits) |
| Cost for ~1,000 conversations | $500 a month (1,000 resolutions × 50 credits × $0.01, before included credits and seat fees) |
| Also requires | Needs a Professional or Enterprise HubSpot subscription on any hub (not only Service Hub); voice needs Sales Hub or Service Hub Professional or Enterprise. |
| Channels | Chat, Email, Voice, WhatsApp, Social messaging |
| Languages | All HubSpot-supported languages; voice covers 9+ languages 1,7 |
| Works with | HubSpot CRM, HubSpot Help Desk, Shopify, WhatsApp, Facebook Messenger |
| Security reports | SOC 2 Type II, SOC 1 Type II, SOC 3 |
| Free trial | 14 days of unlimited Customer Agent use with a Service Hub Professional or Enterprise seat |
What Breeze Customer Agent is
Breeze Customer Agent is HubSpot's AI agent for customer service. It sits in HubSpot's Agent Hub, answers customers from your knowledge base, website and CRM data, and hands off to your team with full context 1. It is available on any Professional or Enterprise HubSpot subscription and runs on HubSpot Credits 1,4.
HubSpot moved the agent to outcome-based pricing on April 14, 2026. It used to cost $1 per conversation; it now costs $0.50 per resolved conversation 9. HubSpot says more than 10,000 customers now use it 11.
What it can do
Setup is no-code. You name the agent, pick a tone, point it at your website and knowledge base, write guidelines and set handoff rules 5. Batch testing generates sample questions and runs them without spending credits 5. You then deploy it to live chat, email, forms, WhatsApp, Facebook Messenger or, in beta, inbound phone calls on a HubSpot number 6,7.
The agent answers from synced content and can take configured actions such as password resets, meeting booking, lead qualification and custom actions 4,5. It hands off when its confidence is low, a rule or phrase triggers, or the customer asks for a person 4. Reports show resolution rates, knowledge gaps and how each content source performs 5.
- Actions. Takes configured actions such as password resets, meeting booking, lead qualification, CRM property updates and custom actions 4,5. HubSpot says it can also act in Shopify, for example on order status 1.
- Setup. No-code: name the agent, pick a personality, point it at your website (up to 5,000 URLs) and knowledge base, set guidelines and handoff rules, then batch-test before deploying 5.
- Handoff to people. Hands off with context when its confidence is low, an escalation rule or handoff phrase fires, or the customer asks for a person 4.
- Analytics. Reports resolution rates, performance over time, knowledge gaps and content-source performance, with a 72-hour lag on resolution data 4,5.
Pricing
Customer Agent costs 50 HubSpot Credits, or $0.50, per resolved conversation, and voice costs 50 credits per minute 3. Credits cost $0.01 each, pay-as-you-go or in $10 packs of 1,000 3. A conversation counts as resolved when the agent cites content or takes an action and the customer does not ask for a human within 72 hours; qualifying a lead also counts 4. You do not need Service Hub specifically, since any Professional or Enterprise hub qualifies, but you do need one of those subscriptions 4. Service Hub Professional starts at $90 per seat per month with a $1,500 onboarding fee and includes 3,000 credits a month, enough for 60 resolutions; Enterprise starts at $150 per seat with 5,000 credits and $3,500 onboarding 2. Unused credits expire each month 8. At 1,000 resolutions a month you pay $500 in credits on top of seats, less whatever your plan includes.
| Plan | Price | Includes |
|---|---|---|
| Customer Agent (messaging) | $0.50 per resolution1,3 | 50 HubSpot Credits per resolved text conversation |
| Customer Agent Voice (beta) | $0.50 per minute1,3,7 | 50 credits per minute of an inbound call, rounded up; billing started 16 September 2026 |
| HubSpot Credits | $0.01 per credit3,8 | Pay-as-you-go, or $10 capacity packs of 1,000 credits; unused credits expire monthly |
| Service Hub Professional | From $90 per seat/month2 | 3,000 HubSpot Credits a month; $1,500 one-time onboarding |
| Service Hub Enterprise | From $150 per seat/month2 | 5,000 HubSpot Credits a month; $3,500 one-time onboarding |
Security and data
HubSpot publishes SOC 2 Type II, SOC 1 Type II and SOC 3 reports, and its SOC 2 scope includes Breeze 15. It also holds a HIPAA attestation, and HIPAA-regulated data needs the Sensitive Data settings offered to Enterprise customers 15,19. Customers can host data in the EU, Canada, Australia or the US 18. HubSpot's AI providers, such as OpenAI, are contractually barred from training on customer data, with zero data retention where possible 17. HubSpot can use your data to improve its own models, and you can opt out 16. Its trust centre lists no ISO 27001 or ISO 42001 certificate 15.
- HIPAA. HIPAA attestation published; HIPAA-regulated data requires the Sensitive Data settings for Enterprise customers 15,19
- Data residency. EU, Canada, Australia, US East and US West 18
- Training on your data. AI providers are contractually barred from training on customer data; HubSpot can use data to improve its own models unless you opt out 16,17
- AI models. Third-party providers such as OpenAI 17
What customers say
Independent reviews of the agent itself are thin: four G2 reviews averaging 4.3 13. G2's hands-on evaluation in August 2026 passed it on 19 of 46 tasks and flagged a serious policy failure in a review-dispute scenario 13. Service Hub, the help desk it usually runs in, holds 4.4 on G2 across nearly 3,000 reviews 14. Named customers include Spanish gym chain Synergym, which built its setup with partner Biatic, along with Sesame HR and ISSA 1,11,12.
G2's newer evaluation page scores HubSpot Service Hub 74 out of 100, third of 14 agents, which sits oddly beside its last place on the General CX leaderboard 20,21.
| Platform | Rating | Reviews | Seen |
|---|---|---|---|
| G2 (HubSpot Breeze Customer Agent)13 | 4.3 / 5 | 4 | 8 October 2026 |
| G2 (HubSpot Service Hub)14 | 4.4 / 5 | 2,918 | 8 October 2026 |
Independent task evaluations
| Evaluation | Result | Accuracy | Policy | Run by |
|---|---|---|---|---|
| G2 Customer Experience agent evaluations (HubSpot Service Hub)20 | 3 of 14 · 74/100 | 73% | 84% | G2 |
| G2 General CX leaderboard (G2 hands-on test, 46 tasks) (HubSpot Agent Hub)21 | 9 of 9 · 19 of 46 tasks | 69% | 67% | G2 |
Seen on G2 on 8 October 2026. G2 asks readers not to compare its own tests with partner benchmarks directly.
What HubSpot claims (not independently verified):
- 70% average resolution rate; top teams hit 90% 1
- Resolves 65% of conversations and cuts resolution time by 39%, across 8,000 customers (April 2026) 9
- 70% autonomous resolution rate, up from 20% a year earlier, and 53% of all AI credits consumed on HubSpot (Q1 2026) 10
- Resolves 72% of support tickets without human escalation (August 2026) 11
- Synergym: 85% of support requests auto-resolved and about 4,000 hours saved a year 12
- Sesame HR: 60% of tickets fully resolved without human escalation 11
- ISSA: first response time cut from 7.5 hours to 4 1
Concerns raised by others:
- In G2's hands-on evaluation in August 2026 the agent passed 19 of 46 tasks, and in a review-dispute scenario it refused the policy-mandated flow and wrongly claimed it could not escalate 13.
How we scored it
| Criterion | Why | Score |
|---|---|---|
| Independent tests 30% of the total | G2's views disagree: 3 of 14, 74/100 on the G2 Customer Experience agent evaluations 20; 9 of 9, 19 of 46 tasks passed on the G2 General CX leaderboard (G2 hands-on test, 46 tasks) 21. | 3/5 |
| What it can do 20% of the total | It resolves conversations and takes CRM, Shopify and custom actions across chat, email, WhatsApp and Messenger 1,4,6, but voice is a beta limited to inbound calls 7. | 4/5 |
| Pricing 15% of the total | The $0.50-per-resolution price and the $0.01 credit rate are public 1,3, but you need a Professional or Enterprise seat and a one-time onboarding fee first 2. | 4/5 |
| Control 15% of the total | Batch testing, guidelines, configurable handoff rules and performance reports are built in, but no versioning or approval workflow is documented 4,5. | 4/5 |
| Security and data 10% of the total | HubSpot has a SOC 2 Type II report that covers Breeze and offers EU, Canadian, Australian and US hosting 15,18, but lists no ISO 27001 or 42001 and uses data for its own models unless you opt out 15,16. | 4/5 |
| Customer evidence 10% of the total | Only four G2 reviews cover the agent itself and G2's hands-on test passed 19 of 46 tasks 13, though Service Hub rates 4.4 on G2 and Synergym publishes strong results 12,14. | 3/5 |
| Total | Weighted sum of the 6 levels, out of 10. | 7.2 |
Sources
- Customer Agent: your always-on support agent
- Service Hub pricing
- HubSpot's Product & Services Catalog
- Understand the customer agent
- Set up the customer agent
- Deploy the customer agent to channels
- Set up Customer Agent Voice
- Understand HubSpot Credits and billing
- HubSpot moves to outcome-based pricing for some Breeze AI agents
- HubSpot's Customer Agent Hits 70% Resolution Rate in 12 Months
- HubSpot Customer Agent Resolves 72% of Support Tickets Without Human Escalation
- Synergym customer story
- HubSpot Breeze Customer Agent evaluation
- HubSpot Service Hub reviews
- HubSpot Trust Center
- AI Trust
- HubSpot AI cloud infrastructure frequently asked questions
- Data centers
- HubSpot announces HIPAA support and new Sensitive Data tools
- Customer Experience Agent Evaluations
- G2 AI CX Agent Evaluations: General CX Leaderboard