When an account changes hands, critical context often slips through the cracksemails get buried, nuances are forgotten, and the new owner is left piecing together history from scattered notes. This not only slows down onboarding for the new account manager but also puts customer trust and retention at risk.

HubSpot’s Customer Handoff Agent, one of the newest tools in HubSpot’s Agentic AI suite, solves this problem by turning messy transitions into smooth, data-driven handoffs.

In this blog, we’ll walk through what the Customer Handoff Agent does, how to use it, and why teams are adopting it to preserve institutional knowledge, accelerate onboarding, and safeguard client relationships.

What Is the Customer Handoff Agent?

The Customer Handoff Agent is an intelligent assistant that automatically compiles everything a new account owner needs to know about a customer without manual digging, back-and-forth communication, or file transfers.

With just a company name and a new role owner, the agent pulls data from your HubSpot CRM and produces a comprehensive, role-aware handoff report that includes:

• Key contacts and relationship context

• Deals and renewal opportunities

• Engagement highlights and activity timeline

• Open risks and outstanding items

• Recent news and relevant external insights

Whether an account manager is transitioning between portfolios or leaving the company entirely, the Customer Handoff Agent ensures nothing is lost in the process.

How to Access the Customer Handoff Agent

To begin using the agent:

1. Navigate to the left-side pane in HubSpot

2. Click ReStudio (AI Studio)

3. Open the Agents tab to see all agents currently added to your portal

4. If you haven’t installed Customer Handoff Agent yet, you can add it from the Breeze Marketplace

Once added, it will appear in your list of available agents.

Configuring the Customer Handoff Agent

When you open the Customer Handoff Agent, you’ll see a configuration panel that lets you tailor how the agent behaves and what information it gathers.

1. Manage User Inputs

You can define what data the agent requires before it runs, such as:

• Company Name

• New Role Owner

• Customer ID

• CRM objects

• Custom assets required for reporting

These inputs help the agent pull exactly the information needed for a more accurate handoff report.

2. Define Agent Behavior

In the large configuration text box, you can specify:

• What the agent should look for

• Which objects or properties it should prioritize

• Where the agent should retrieve information from (e.g., deals, tickets, activities, emails)

This customization ensures the handoff report matches your team’s workflow and expectations.

3. Publish Your Changes

Once you’re done configuring:

• Click Publish to save your changes

• Your agent is now ready to run handoff reports anytime

Running the Customer Handoff Agent

Using the agent is simple. All you need to do is:

1. Enter the Company Name

2. Enter the New Role Owner

3. Click Run Agent

The Customer Handoff Agent will analyze the CRM, pull in associated records, and synthesize the information into a polished handoff report.

Important Note:

The agent can only analyze companies already in your HubSpot CRM. It can’t research external companies that haven’t been added yet.

What the Agent Looks For Behind the Scenes

Once activated, the Customer Handoff Agent gathers contextual information such as:

• CRM objects

• Associated contacts

• Past activities and engagements

• Tasks, emails, calls, and notes

• Deal statuses and timelines

• Lead pipeline progression

• Ticket history

• Sentiment indicators from notes or conversations

• Behavioral patterns

It then compiles all of this into a highly structured handoff report for the new account manager.

Exporting and Sharing the Handoff Report

After the agent finishes running, you’ll see:

• A visual output of the account handoff summary

• Options to export the report

• Options to share it with team members

The report includes customer context, key contacts, recent engagement highlights, and any immediate action items.

Why Teams Love the Customer Handoff Agent

When accounts transition, every minute counts. The Customer Handoff Agent ensures no timeor insightis lost.

Here’s how it delivers value:

1. Preserves Institutional Knowledge

Every conversation, update, deal nuance, and ticket thread is pulled directly from HubSpot and captured in one place.

No more:

• “Do you remember if they mentioned renewal timing?”

• “Did anyone log the blocker from last quarter?”

The agent handles all the data gathering, so nothing slips through.

2. Accelerates Ramp-Up for New Account Owners

Role-aware summaries ensure each new owner gets information tailored to their job.

Examples:

• CSMs get renewal indicators and key contacts

• Solutions Engineers get technical blockers

• AMs get deal status + risk indicators

Ramp-up time goes from days to minutes.

3. Protects Customer Relationships

The handoff feels seamlessnot like “starting over.”

The agent highlights:

• Sentiment clues

• Prior commitments

• Upcoming deadlines

• High-value contacts

• Escalations or issues

This prevents awkward gaps or missed follow-ups that could lead to churn.

4. Grounded in Real CRM Data

The agent relies entirely on:

• HubSpot CRM

• Deal pipelines

• Ticket histories

• Logged interactions

No manual spreadsheets.
No missing data.
No outdated information.

The handoff is as accurate as your CRM.

5. Adds Strategic Foresight

The agent also integrates:

• Recent public news

• Industry insights

• Relevant updates affect the company

This gives the new owner contextual intelligence, helping them tailor communication and anticipate future needs.

Feature Highlights

Here’s what the Customer Handoff Agent delivers in every report:

✔️ Key Contacts & Relationship Context

Understand who the stakeholders are and how the relationship has evolved.

✔️ Deals & Opportunities

See open deals, stages, blockers, and next steps at a glance.

✔️ Engagement Highlights & Activity Timeline

Instant visibility into recent emails, calls, meetings, and notes.

✔️ Current Risks & Open Items

Know what needs attention before reaching out.

✔️ Recent News & External Insights

Stay informed about important events in your client’s world.

Final Thoughts

Smooth customer transitions aren’t just operationally convenientthey’re essential for maintaining trust and momentum. HubSpot’s Customer Handoff Agent ensures your team no longer loses valuable context, wastes time gathering history, or risks damaging long-term relationships.

In short, the Customer Handoff Agent turns messy transitions into frictionless, data-driven handoffs, allowing your team to focus on what matters most: strengthening client partnerships and accelerating growth.