conversations

Connect a support form to the conversations inbox (BETA)

Last updated: July 11, 2019

In Beta

To receive submissions to a support form in your conversations inbox, connect the support form as a channel in your inbox. When a visitor submits a form, you can respond to their inquiry in the inbox like you would respond to an email, and a corresponding ticket will be created for the visitor's request.

Please note: currently, you can only connect a support form to the conversations inbox.

Connect a support form

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the lower left, click Inbox Settings then select Forms.
  • Click Connect form.
  • Select Connect an existing form or Create a new form.
  • In the bottom right, click Next.

Create a new form

You'll be brought to the form editor where you can set up and customize your form.
  • At the top of the form editor, click the pencil icon edit to edit the form name.
  • Set up your form fields and form options. This form allows ticket properties to be added as form fields.new-form-in-inbox
  • Click Update Form.
  • On the Rules screen, decide who incoming form submissions should be routed to. Click the Automatically assign incoming conversations to dropdown menu and select a routing option:
    • Unassigned: incoming submissions will not be automatically assigned. Users can manually triage these conversations from the inbox.
    • Specific users and teams: route incoming submissions to the users or teams selected. Select the users or team names from the Specific users and teams dropdown menu.
    • Contact owner: route incoming submissions to a contact's owner. The contact must have an owner assigned to their record and be tracked with a cookie. If the owner is offline, the submission will be emailed to the visitor's owner.
  • In the Create ticket panel on the right, customize the ticket's properties, then click Save.
  • To finish connecting your form to the inbox, click Save in the bottom right.

Connect an existing form

Customize the existing form's routing rules and associated ticket properties.

  • Click the Select a form dropdown menu and select an existing support form.connect-an-existing-form
  • Click Next.
  • On the Rules screen, decide who should incoming form submissions should be routed to. Click the Automatically assign incoming conversations to dropdown menu and select a routing option:
    • Unassigned: incoming submissions will not be automatically assigned. Users can manually triage conversations from the inbox.
    • Specific users and teams: route incoming submissions to the users or teams selected. Select the users or team names from the Specific users and teams dropdown menu.
    • Contact owner: route incoming submissions to a contact's owner. The contact must have an owner assigned to their record and be tracked with a cookie. If the owner is offline, the message will be emailed to the visitor's owner.
  • In the Create ticket panel, customize the ticket's properties, then click Save.
  • To finish setting up your form, click Save in the bottom right.

When a visitor submits the form, the submission will appear in the inbox where you can respond to the customer's inquiry. A ticket will also be created for the submission. submission-in-inbox

Manage your connected forms

Once you connect a support form to the inbox, you can edit the form fields or routing rules, or connect another form to the inbox.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Conversations > Inboxes.
  • Hover over an inbox and click Edit.
  • In the left sidebar menu, select Forms.
  • You'll see a list of forms that are connected to your inbox:
    • To edit a form's fields and options, hover over the form and select Edit Support Form.
    • To edit the form's routing rules, hover over the form and click Edit Rules.
    • To delete the form, hover over the form and click Delete. manage-your-forms-in-the-inbox
    • You can also disable a support form so submissions are not sent to the inbox. To do so, click to toggle the Status switch off next to the support form.
  • If you want to connect another form, in the upper right, click Connect form.