HubSpot Customer Agent: what the published documents say about AI disclosure
Everything below comes from HubSpot’s own public documents, quoted with the version date of each one. It is the public half of a Vendor Claims Check: what is claimed, and what is left unsaid. It does not tell you what your own deployment is currently doing, because that depends on settings you control.
What was read, and when
| Document | Part | Version |
|---|---|---|
| Product Specific Terms, section 7 “HubSpot AI” | subsections 7.1 to 7.6 | last modified 14 April 2026 |
| Product Specific Terms, section 7 “HubSpot AI” | new subsection 7.3 “AI Agents” | last modified 16 September 2026, read 19 September 2026 |
| Knowledge base, customer agent | article | last updated 10 August 2026, read 9 September 2026 |
| Knowledge base, chat widget customisation | article | read 9 September 2026 |
14 April 2026
The contract version first read. A version dated 16 September 2026 was read on 19 September 2026
9 September 2026
The day the documents and the product were read
The day you are asked
A questionnaire, a renewal, or diligence
The first two dates are fixed and recorded. The third has not happened yet. When it does, the only thing that answers it is a record made at the second date, because the first has already been replaced, as this page shows, and the vendor’s page shows only the current one.
What the documents say
Does the assistant say it is AI by default
The knowledge base states that when the customer agent responds, visitors see “Powered by AI” in the chat widget header.
That is a disclosure, on by default, and it lives in the header rather than in the reply.
Can it be turned off
The chat widget customisation article lists configurable options including avatar, branding, data privacy, cookie consent, consent to process and consent to communicate.
I did not find an AI disclosure setting among them. That is the documented position, not a guarantee about the product.
What the contract says about disclosure
Product Specific Terms, section 7 “HubSpot AI”, in the version last modified 14 April 2026 and read on 9 September 2026 (subsections 7.1 to 7.6: overview, input and output, credits, ownership, AI service providers, availability). I did not find a sentence in it about informing a person that they are interacting with AI.
The version now on HubSpot’s site carries a last-modified date of 16 September 2026 and was fetched on 19 September 2026. It adds a subsection 7.3, “AI Agents”: “You are responsible for your use of AI Agents, including … (ii) disclosing to your end users where interactions are automated when required by applicable law”. The former 7.3 to 7.6 now run 7.4 to 7.7.
Two dates, stated separately. My notice to HubSpot is dated 12 September 2026. The terms carry a last-modified date of 16 September 2026, which was also the first day of HubSpot’s annual conference, UNBOUND 2026, held in Boston from 16 to 18 September. I do not know why the terms changed on that date, and nothing here should be read as saying why.
So the contract now names disclosure, places it on the customer, and limits it to what applicable law requires. Section 7.2, which makes the customer responsible for AI Input and AI Output, is unchanged in the 16 September version.
Section 7, two versions side by side
Last modified 14 April 2026read 9 September 2026
- 7.1Overview
- 7.2AI Input and Output
- 7.3HubSpot Credits and AI
- 7.4Ownership and Rights
- 7.5AI Service Providers
- 7.6Availability and Modifications
Last modified 16 September 2026read 19 September 2026
- 7.1Overview
- 7.2AI Input and Output
- 7.3AI Agents“… (ii) disclosing to your end users where interactions are automated when required by applicable law”
7.37.4HubSpot Credits and AI7.47.5Ownership and Rights7.57.6AI Service Providers7.67.7Availability and Modifications
Both versions are kept as fetched. The 14 April version is also public in the Internet Archive, 21 August 2026.
SHA-256 of the copies held: 14 April cbae5a6bfef04cd3834728fa1eea99da055af5c4fbf7c5bcc6cd4f93c6fae335
16 September 1734bd9d3ef9ca11e79ba6f9290532aec766d765010f1d2e16d6bb8539ebf8c2
Which settings arrive switched on
Section 7.1 states that “some HubSpot AI settings may be on by default” without specifying which. A note beneath it points to a knowledge base article, “Manage your AI settings”, rather than listing them.
A buyer reading only the contract cannot tell from it what their own instance is currently doing.
HubSpot’s right of reply
HubSpot was notified on 12 September 2026 at privacy@hubspot.com, with the findings above as they then stood, and five working days to comment before publication. Any comment received is published here in full and unedited. An automatic acknowledgement arrived on 12 September 2026. No comment had been received by the end of the window on 18 September, or at the time of publication on 19 September 2026. That is a statement about correspondence, not about the company.
What this page does not tell you
It does not say whether HubSpot is compliant, and it does not say whether you are. It does not cover material behind an access request, which was not read. Documentation changes, so this is a point in time: the version dates above are the whole claim. And it says nothing about your instance, which is usually the part that matters.
The part a public page cannot cover
A full Vendor Claims Check adds what this page cannot: the vendor’s default behaviour observed on a fresh trial account, and, if you give me the address, your own deployment observed alongside it. You end up holding a dated record of both, which the vendor’s documentation cannot give you later.
490 EUR for one vendor, five working days. Email the vendor name and you get an invoice or a card link the same day.
Email me the vendor nameNot an audit and not a certification. I am not an accredited body and do not describe myself as one. This is an independent reading of public documents. I take no fee from any vendor named on this page, and no work from them that a buyer could rely on. Nothing here is legal advice.