My AskAI v HubSpot Breeze AI agent

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Sep 11, 2025 07:41 AM

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Ecomm?

I can use AI to reply in HubSpot now…?

Despite having a CTO who is heavily embedded in the AI scene, HubSpot were relatively late to the party, launching their headline AI agent “Breeze” in September 2024.

Their Breeze AI agent is, however, a bit of a multitasker, being touted as having multiple different use cases, from sales to data analysis.

Breeze’s biggest strengths are centered more around its sales qualification and lead generation capabilities.

In this post, we are going to focus on its AI customer service skills.

Breeze AI uses ‘Generative AI’ to respond to customers, so you don’t need to tell it how to answer or what to write

It can create its own content and formulate answers by looking and reasoning through the materials you provide to it.

But, what you may not have realised is that if you wanted to use AI to reply to customers in your HubSpot helpdesk and replicate a lot of Breeze AI’s features (and more), there are other, 3rd party options that integrate directly into your HubSpot channels, one of which is My AskAI.

A screenshot of the HubSpot marketplace, with a search query of “My AskAI” entered.

How does an AI customer service agent work in HubSpot?

You’re probably very familiar with how you used to set up a chatbot in HubSpot.

But these chatbots are flow-based, if-this-then-that type bots, that, let’s be honest, aren’t very smart.

AI customer service agents (like Breeze and My AskAI) are even simpler to set up, and have far better performance to boot.

Pretty much all AI customer service apps or integrations for HubSpot service hub work in a similar way, whether they are Breeze AI or 3rd party:

Train the AI agent with your company or product knowledge.

Turn it on - replying to customers (generally as a ‘tier 1’ agent).

If the AI can’t answer, or if the customer wants to speak to a person, it will hand over the conversation (or ticket) to a human agent to respond so the customer can get the support they need.

A screenshot of the Breeze AI agent offering a human handover to the user during a chat conversation.

That is the super-high level explanation.

There are, however, many variations on how all of that is done.

So let’s get into the comparison:

What are the different ways I can use my AI agent in HubSpot?

Direct replies

AI agents are at their most useful and impactful when they are responding directly to customer queries (it’s also the most popular way they are used).

Both Breeze AI and the My AskAI HubSpot app enable this with the ability to handover to an agent or interrupt the conversation when you need to.

However, this isn’t the only way AI customer service can be used or tested.

A screenshot of My AskAI AI integrated into the HubSpot chat widget, directly replying to customer questions.

Copilot replies

My AskAI has a ‘Copilot’ option for agents.

This means you can use your AI agent to reply behind-the-scenes and use as a productivity tool for your agents.

My AskAI’s copilot uses a Chrome Extension to let the human agent select text on a page and generate a response instantly that they can quickly copy and paste to reply.

Internal note replies

Exclusive to My AskAI (with no Breeze AI equivalent), this allows you to run the My AskAI AI agent as if it were responding to all the messages in the ticket BUT only via internal notes, so only the human agent can see them.

A screenshot of the My AskAI agent within HubSpot replying in notes mode to a user question.

This is allows you to test how the AI agent will respond in a real conversation before putting it in front of your customers.

A lot of our users start out with note replies (plus the Copilot replies) so they can get a feel for things and check they are happy with their AI before they go-live.

Which is easier to set-up: HubSpot Breeze AI or My AskAI?

Setting up a basic Breeze AI customer agent is very simple.

It’s a case of going to Service > Customer Agent, clicking “Set up your agent” and then following the instructions to give it a name, a role and a personality followed by giving it access to the knowledge you want to use to train it.

Once you have “trained it”, you’ll need to assign it to a channel and test it to make sure it is answering how you want.

My AskAI, while a 3rd party app, is as simple to get going, as all you need to do is:

Put in your HubSpot knowledge base URL (and any other knowledge sources you want to train the AI on).

Install the My AskAI HubSpot AI agent app.

All of this can be done without having any specialized technical knowledge.

My AskAI has no flow or dialogue builders, it will just use Generative AI to answer questions and reason through problems.

One advantage over Breeze here though is that you can also add your AI agent as part of an existing chatflow, that you may already have in a chat widget, so it only responds to certain types of question (this will also keep your AI costs down).

If you do need slightly more control over responses you can use the Guidance feature.

How do they differ in what they can be trained on?

One of the most important parts of setting up your AI customer service agent is training it properly.

The AI agent will only “know” the information you provide to it. By the same logic, it will also not know something if you don’t provide it with that information.

So it’s vital that you provide it with everything it needs to answer all your common (and some not-so-common) questions.

HubSpot’s Breeze AI agent and My AskAI can both be trained on a variety of different sources - here’s how they compare:

‘Static’ content

ㅤ	Breeze AI Agent	My AskAI
HubSpot Help Articles	✅	🟧 (website crawl)
Websites	✅	✅
File uploads	✅	✅
Zendesk Help Articles	🟧 (website crawl)	✅
Freshdesk Help Articles	🟧 (website crawl)	✅
Intercom Help Articles	🟧 (website crawl)	✅
Salesforce	🟧 (website crawl)	✅
Shopify	❌	✅
Google Drive	❌	✅
Notion	❌	✅
Confluence	❌	✅
OneDrive	❌	✅
Dropbox	❌	✅
SharePoint	❌	✅

It’s pretty clear from this that if you have help and business knowledge in a variety of sources, My AskAI is a far better option, with the Breeze AI Agent limited to the HubSpot knowledge base, web crawls and some static document uploads (so you will have to re-upload if they change).

A screenshot from Breeze showing the training options for the Breeze AI agent allowing you to add HubSpot help center content, upload files directly or add websites/URLs.

If you want to train your AI agent on any other help center, Shopify or from any internal sources (Notion, Google Drive etc), then you are going to hit a roadblock with HubSpot’s Breeze.

In My AskAI, all “internal” sources. e.g. Google Drive, Notion et al, can be set to only be used in its Copilot mode, so you get the best of both worlds.

In addition, My AskAI has a concept of “Custom Answers”, where you can add knowledge snippets directly into your AI agent to train it, without having to publish them anywhere. Breeze has a similar concept to this called “Short answers”.

These can be useful if you want to just add a temporary piece of knowledge or if it doesn’t warrant its own article.

A screenshot of the Improve - Custom Answers section of the My AskAI dashboard, showing how to add a new custom answer.

‘Dynamic’ content

Where AI customer service agents get really smart though, is their ability to use ‘live’ or ‘dynamic’ data from back end systems in order to answer questions that require data and information that is personalized to a user or customer.

This could be anything from a simple “where is my order” type question to “can I get a refund?”.

Both Breeze AI and My AskAI have simple ways of setting these up.

Breeze has the benefit of its tight integration with HubSpot’s CRM to pass in user data, while My AskAI has an entirely flexible API that allows you to pass in data about users from any backend system of your choosing.

When it comes to taking action (like refunds for example), both AI agents operate in a similar way: Breeze AI allows you to create actions with trigger phrases and API calls, and My AskAI has custom Actions/Tools that allow for largely the same capabilities (with more advanced features coming soon - watch this space).

A screenshot from Breeze AI of the Action set up screen where the user can specify trigger phrases.

Which has better answer quality, Breeze AI agents or My AskAI?

This is probably one of the most subjective questions as there aren’t really any simple, objective, real-world tests that can show this.

All we can do is compare based on real-world data that is out there and let you be the judge.

As of the time of writing, HubSpot don’t publicly show their AI resolution rate across all customers (booo!).

But they do quote (in a number of places) that AI resolutions are 65%+ with some teams hitting 90%.

My AskAI, on the other hand, as of writing, had resolved 1,170,303 conversations, with a last 30-day resolution rate of 74.9%.

A screenshot from My AskAI’s website showing their total customer support tickets resolve by AI agents (1,170,303), along with their AI resolution rate for the last 30 days of 74.9%

So, pretty hard to judge using the public data.

However, we can give a recent, real-world example from a HubSpot customer who currently uses My AskAI:

Ella Roy, Customer Success Manager at Zeffy came to us saying that they weren’t able to find another solution that worked for their set-up out-of-the-box.

They then signed up for My AskAI, trained their AI agent put the agent live in HubSpot and now see 84%+ AI resolution.

A case study quote from Ella Roy, Customer Success Manager at Zeffy. It reads “We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations. Our company is growing very rapidly, and we were receiving a lot of support requests. And our team was spending a huge amount of time on them. Now, our AI agent is resolving 84% of customer support conversations.”

The other thing to bear in mind is that the AI agent can only be as good as the data and knowledge that it has access to, and, if you can’t provide your AI agent with access to knowledge sources (e.g. SOPs in Notion, Google Drive etc), then it won’t perform as well as one that does have access.

At the end of the day though, the only way you can really get a feel for answer quality is by testing out for yourself and seeing which you prefer; sometimes it just comes down to preference!

Which AI agent is easier to improve over time?

Initial training of your AI customer service agent is only the beginning.

The next big step is to figure out how to make it better, seeing what it can’t answer, tweaking how it responds and more.

To improve your AI resolution (deflection) rate (aside from overall model improvements by HubSpot and My AskAI), you need to monitor how your agent is responding, identify areas it can’t answer and update your knowledge base to address these gaps.

Both Breeze AI and My AskAI have features that help with this.

Here’s an overview of how they tackle it:

ㅤ	Breeze AI Agent	My AskAI
Resolution rate	✅	✅
Knowledge gap identification	✅	✅
AI CSAT/CX Score	❌	✅
Learn from historic tickets	❌	✅
Batch testing	❌	✅
Content performance	❌	✅
Inspect answers	❌	✅

The Breeze AI agent provides a number of reports that show stats for metrics like Conversations Resolved/Deflected, sentiment, leads qualified and meetings booked.

Nice, high-level statistics for reporting.

A screenshot of the Breeze AI agent dashboard with charts showing conversations resolved and conversations deflected.

This means you will have solid reporting data to share internally, however, the real value is when you are told how to improve those figures.

What is much more powerful (and useful) is their Unanswered questions view.

This view groups Unanswered questions by topic so you can drill down into and see what went unanswered and even go back to the original ticket from where the question originated, so you can create an answer for it.

A screenshot of Breeze AI’s unanswered question view.

My AskAI mimics this functionality, but in addition will also allow you to interrogate the AI to understand, on each question why it answered the way it did and exactly where it got its knowledge to answer from.

My AskAIs HubSpot agent will also show you which conversations and tickets are resulting in human handovers, identify where you have missing knowledge in your help center and use AI to draft a proposed knowledge snippet to fix the knowledge gap.

A screenshot of the Improve - Knowledge Gaps section of the My AskAI dashboard, showing an example identified knowledge gap and an AI draft from past tickets.

You can do this via a linked note in HubSpot, generated on human handover, that will take you to your My AskAI Dashboard.

My AskAI also lets you set up batch tests to see how your AI agent is performing at any time too, so you can review the impact your new knowledge or guidance changes have had on all responses without having to test one-by-one.

A screenshot from the Breeze AI agent showing the ability to test certain questions.

Breeze also has a testing feature, where you can save test questions, however you have to manually run these each in order to see the impact of any changes.

From our experience, the biggest improvement you will see when starting out using an AI customer service agent will come from simple knowledge gap identification, inspecting and testing.

Which has more features, Breeze AI or My AskAI?

Both AI agents have a solid foundation of AI customer service agent features, but there are differences.

Breeze AI is obviously tightly coupled with HubSpot and its CRM, so integrating a knowledge base and your user data (if in HubSpot) is easier.

My AskAI’s feature set is more focused on being able to bring knowledge from lots of different sources, let you use your AI agent in multiple copilot modes (internal notes and copilot), giving you more control via Guidance to exactly how you want the AI to behave in certain scenarios and more insights into how to improve your AI agent’s responses.

Here’s a quick summary of their current features at the time of writing:

ㅤ	Breeze AI Agent	My AskAI
AI direct replies	✅	✅
AI note replies	❌	✅
AI copilot	❌	✅
Channels	Email, Live chat, WhatsApp, SMS	Email, Live chat, WhatsApp, SMS
Trained on help centers	✅ (HubSpot only)	✅
Trained on website	✅	✅
Trained on internal knowledge sources	❌	✅
Multilingual	✅	✅
Human handover	✅	✅
Personalized user data responses	✅	✅
Actions/tools	✅	✅
Tasks	❌	✅
Guidance	❌	✅
AI CSAT	❌	✅
Conversation monitoring	✅	✅
Insights/analytics	✅	✅
Knowledge gap identification	✅	✅
Answer inspection	❌	✅
Batch testing	❌	✅
Slack integration	❌	✅
Teams integration	❌	✅
Zapier integration	❌	✅
API	❌	✅

One of My AskAI’s more powerful features is called “Tasks”, a feature that allows the completion of complex, multi-step processes.

Think things like: transaction disputes, account updates and refunds, where you need a combination of decisions, data collection, lookups and actions.

Tasks allow you to wrap multiple API (or tool) calls in one task so your agent can autonomously complete actions for you.

So you could, for example, create a refund task where the user’s details are looked up, along with their orders, before the order for refund is confirmed, checked against policy, then finally refunded via Stripe.

A screenshot showing My AskAI’s Tasks feature.

My AskAI also has integrations with tools that Breeze AI does not have, including native Microsoft Teams and Zapier integrations.

Ultimately, it will come down to your specific use case:

If you want to keep all your stack in HubSpot and having a tightly integrated product is vital, then Breeze AI is the AI agent for you.

If you want a more flexible, controllable AI agent that is more focused on helping you improve its responses over time, My AskAI is likely the way to go.

Is it easy to customize them both?

Both Breeze AI and My AskAI have numerous customization options.

With Breeze you can name your agent, give it a profile picture, select a personality from a defined list and choose which channels it is to be used in.

You can also specify hand-off messages, set keyword-based handover rules and set availability schedules.

A screenshot of HubSpot’s chatflow setup with My AskAI integrated on a specific chatflow.

My AskAI is able to replicate these features and in some cases provide even greater control.

With Breeze it is either used in a chat or not, whereas with My AskAI you can choose to use it as part of a HubSpot chatflow.

Breeze AI’s handoff rules are largely keyword-based, but with our handover & escalation guidance you can specify scenarios, as well as defining other types of guidance that control when follow-on questions should be asked and granular control over the personality and tone of voice.

If you have a custom setup that you are trying to replicate with My AskAI, get in touch because there is a good chance we have either seen it before or can come up with something to fit.

Where My AskAI stands out from Breeze AI (and HubSpot) though, is our ability to fit the product around your use case.

We can work with you to get set up and even develop custom features that may not be available in Breeze AI.

This is something you will struggle to get HubSpot to do, unless you have a very large number of tickets and a big budget.

What about vendor lock-in?

It’s never a fun experience to have to think about moving helpdesk providers.

It’s rarely something you will take lightly and is only usually done as a last resort.

So knowing whether you are going to have to move is often an important consideration.

One of the big advantages of My AskAI over Breeze’s AI is the interoperability with other helpdesks and tools.

My AskAI can easily be used on platforms apart from HubSpot and can be as simple as just installing a new app.

With Breeze AI however, you are locked to HubSpot for the foreseeable future.

My AskAI has multiple approved, native marketplace apps, meaning you can use the AI agent without having to spend any money on expensive developers or agencies.

Not every integration, however, will be native, and so this is when the API integrations can be useful, however, this can be complex, time-consuming and expensive to set-up, so be warned.

Here’s a full list of vendors compatible (where you can use their AI agents) with Breeze AI and My AskAI:

ㅤ	Breeze AI Agent	My AskAI
HubSpot	✅	✅
Intercom	❌	✅
Freshdesk	❌	✅
Zendesk	❌	✅
Gorgias	❌	✅
Zoho	❌	Custom API
Dixa	❌	Custom API
Front	❌	Custom API
Sprinklr	❌	Custom API

So if you think there is any chance you might be switching to another helpdesk in the future, choosing My AskAI as your AI agent will, without question, make your life easier on migration.

A screenshot of the Channels section of the My AskAI dashboard showing the 5 native integration options of Intercom, Zendesk, Gorgias, Freshdesk and HubSpot.

What about security, is Breeze AI more secure than My AskAI?

As one of the largest businesses in tech, worth $27bn, that has been around for 19 years, unsurprisingly, Breeze’s AI agent has a few more security certifications than My AskAI.

This doesn’t mean that My AskAI is not secure though, far from it, you can read more about our security practices here.

We do know that some businesses have certification requirements though, so here are the two AI agents compared for the most popular certifications:

ㅤ	Breeze AI Agent	My AskAI
GDPR	✅	✅
CCPA	✅	✅
SOC-2 Type II	✅	✅
HIPAA	✅	❌
SOC-3	✅	❌
TRUSTe	✅	❌
EU Cloud COC	✅	❌

If you want to use My AskAI but require one of the missing certifications, get in touch with us via our chat as we may already be starting work towards it!

The big question - how much do they each cost?

This is arguably where we see the biggest difference between the two AI agents: Price.

There are 2 big differences here:

The pricing model

HubSpot recently moved to a new credit pricing model, where you pay a certain number of credits to use agents.

In terms of the Breeze AI customer agent, you are charged 100 credits per conversation the AI agent is involved in (whether it is one reply or multiple).

At $50 for 5,000 credits, this means that each conversation is $1 ($50/ (5,000/100)).

This makes it one of the most expensive AI customer service agents on the market right now because you pay the same amount regardless of whether the AI has resolved the conversation.

If you take their quoted 65% resolution rate as written, that means that it’s the equivalent of $1.54 per resolution (higher than Zendesk AI’s base AI pricing).

The overall cost

The other important consideration is the absolute cost of each AI agent.

Let’s do a quick comparison example:

ㅤ	Breeze AI Agent	My AskAI
# of tickets/conversations	10,000	10,000
AI replies monthly cost	$10,000 (@ ~$1 per conversation)	$1,000 (@ $0.10 per ticket)
Total monthly cost	$10,000	$1,000 ($9,000 saving)
Annual cost	$120,000	$12,000 ($108,000 saving)

In this scenario, My AskAI is 10x cheaper than the HubSpot Breeze AI Agent!

A screenshot of My AskAI’s pricing plan for their Pro plan at $149/mo.

You can see what this would look like for your business using our AI Agent Pricing Comparison calculator here.

Conclusion - which should I choose?

You made it to the end of the comparison, congrats!

Now, it’s time to tally everything up and come to a conclusion over which AI agent you should choose for your HubSpot helpdesk.

Let’s start by summarising our categories so far:

ㅤ	Breeze AI Agent	My AskAI	ㅤ
Modes	6/10	9/10	My AskAI win
Ease of setup	9/10	8/10	Breeze AI win
Training/Integrations	5/10	8/10	My AskAI win
Answer quality	7/10	8/10	My AskAI win
Improving	7/10	8/10	My AskAI win
Features	7/10	8/10	My AskAI win
Price	2/10	9/10	My AskAI win
Customization	7/10	8/10	My AskAI win
Lock-in	4/10	9/10	My AskAI win
Security	9/10	7/10	Breeze AI win

So in the end, while Breeze AI may edge out My AskAI on security and ease of initial set-up, My AskAI has the edge almost everywhere else (and if you think I’m being unfairly biased, check out our Intercom Fin comparison!)

Breeze AI is a solid AI agent, with some great new beta features (like actions) and more usable improvement features than helpdesks like Zendesk, but at 10x the price for comparable or worse features, it is hard to justify choosing it over My AskAI.

So, if you are trying to actually save money by using AI, AND want direct support from the founders of the business, choose My AskAI.

FAQ

Can the My AskAI AI agent fully replace Breeze’s AI agent inside HubSpot?

Yes. Both support direct, automated replies. My AskAI also adds an “internal-notes only” mode so you can trial answers safely before going live.

What can each AI agent be trained on?

Both train on HubSpot help centers and websites. But My AskAI brings in more “static” sources (e.g., Zendesk, Intercom, Freshdesk, Google Drive, Notion, Confluence, OneDrive, Dropbox, SharePoint, Salesforce) and lets you mark sources as internal-only. For “dynamic” data, Breeze AI offers CRM integrations and actions and My AskAI supports custom Actions/Tools for similar outcomes.

How long does setup take and do we need developers?

Breeze AI isquick to set-up. My AskAI adds ~5–10 minutes (sign up, connect help center/site, install the HubSpot app) with no special skills required. Developers are only needed if you’re wiring up custom, beyond-the-box actions/tools.

How do Breeze AI vs My AskAI pricing models differ - and what might we actually pay?

Breeze AI uses usage-based pricing via credits. My AskAI charges per ticket at a lower, predictable rate of $0.10 per ticket. Example: with 10k conversations, Breeze AI would cost $10,000/month vs My AskAI at $1,000/month (≈10x cheaper).

Can they handle multilingual support and agent translations?

Yes - both are multilingual.

How do they compare on security and compliance?

Breeze AI holds more certifications (e.g., HIPAA, ISO frameworks) in addition to GDPR/CCPA. My AskAI is GDPR and SOC-2 Type II compliant, documents its security practices and you can contact us if you require specific certifications not yet available.

My AskAI vs HubSpot Breeze AI agent: Features, Pricing, and Results (2025)

I can use AI to reply in HubSpot now…?

How does an AI customer service agent work in HubSpot?