What happens when the customer agent encounters a question it can’t answer?
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Correct answer: The agent will hand off to a human agent or stay assigned and send a configured unavailable message, depending on the settings..
Why this is the answer
When an AI or automated support agent in HubSpot Service Hub encounters a question it cannot answer, it either hands off the conversation to a human agent or remains assigned while sending a pre-configured unavailable message, depending on the setup. This ensures customers receive guidance without leaving inquiries unresolved. Proper configuration maintains support continuity and a positive customer experience.
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