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Training Your AI Agent On Existing Call Transcriptions

What this feature does

When you create a new agent, the system analyzes your existing call transcriptions to detect:

  • Common call types
  • Frequently asked questions
  • Tone and communication style
  • Recurring scenarios and how they were typically handled

Based on this analysis, it generates:

  • A draft agent prompt built from your actual call patterns
  • A summary explaining what it learned from your transcriptions and how that shaped the prompt
  • A set of knowledge base documents built from your call history, labeled with Source: Call Training in the agent's Knowledge tab — so you can always tell this content apart from what came from your website or a manual upload. (See Managing Your AI Agent's Knowledge Base.)

You can review, edit, or rewrite any part of the generated prompt before your agent goes live — nothing is published automatically.

Requirements

  • Call transcriptions must be enabled on your account.
  • A minimum volume of transcriptions is required for training to run. If your account falls below this threshold, training is automatically skipped and you'll see a message letting you know. You can still create and configure your agent manually.

How to train an agent from call history

  1. Go to AI Agents > Agents.
  2. Click New agent.
  3. If your account has enough eligible transcriptions, you'll see the option to train the agent using existing call history. Select it to continue.
  4. HubSpot analyzes your call transcriptions and generates:
    • A summary of the patterns it identified
    • A draft agent prompt based on those patterns
  5. Review the summary to understand what the system learned from your calls.
  6. Edit the generated prompt as needed — adjust tone, add or remove scenarios, and refine responses before publishing.
  7. Continue through the rest of the agent setup to finish creating your agent.

Good to know

  • The generated prompt is a starting point, not a final product. Always review it before taking your agent live.
  • Training generates a leaner, consolidated set of knowledge documents rather than one item per topic — overlapping content (like hours or contact info appearing in multiple places) is combined so your knowledge base doesn't end up with duplicate entries.
  • If transcription volume is too low, you won't see the training option, and you'll be prompted to set up your agent manually instead.
  • This feature requires call transcriptions to already be enabled — it doesn't turn transcriptions on for you.

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