conversations

Connect a support form to the conversations inbox

Last updated: August 15, 2019

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. Other HubSpot forms cannot be connected to the 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.

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.
  • Next, decide who incoming form submissions should be routed to. By default, incoming submissions are left unassigned for your team to triage. If you want to route the conversation to specific users and team members, click to toggle the Automatically assign conversations switch on.
  • Click the Automatically assign incoming conversations to dropdown menu and select a routing option:
    • 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.
  • To customize the ticket properties, click Edit ticket. Edit the properties in the right panel, then click Save.
  • To finish setting up your form, click Save in the bottom right.
submission-in-inbox

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. By default, the following fields will be included in your form:
    • First name
    • Last name
    • Email
    • Issue (Ticket Name)
    • Details (Ticket Description)
    • Ticket Pipeline (hidden field; appears as hs_pipeline)
    • Ticket status (hidden field; appears as hs_pipeline_stage)new-form-in-inbox
  • Click Update Form.
  • Next, decide who incoming form submissions should be routed to. By default, incoming submissions are left unassigned for your team to triage. If you want to route the conversation to specific users and team members, click to toggle the Automatically assign conversations switch on.
  • Click the Automatically assign incoming conversations to dropdown menu and select a routing option:
    • Specific users and teams: route incoming submissions to the user(s) or team(s) 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.
  • To customize the ticket properties, click Edit ticket. Edit the properties in the right panel, then click Save.
  • To finish connecting your form to the inbox, 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.

Learn how to add the support form to your knowledge base.

Manage and edit 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.
  • Click Edit next to the inbox where you connected a form.
  • In the left sidebar menu, select Forms.
  • You'll see a list of forms that are connected to your inbox. To edit a connected form, hover over the form and click the Actions dropdown menu, then select:
      • Edit Support Form: this redirects you to the form editor so you can update the form's fields and options.
      • Share Form: this redirects you to a dialog box in the form editor that provides you options to share the form.
      • Edit Rules: this allows you to edit rules related to the forms, such as routing rules and default ticket properties set by the form. In this page:
        1. Select a form: click the dropdown menu to select a different form.
        2. Automatically assign conversations: click to toggle the switch on to automatically assign submissions to the form to specific team members. Learn more about these routing rules.
        3. Automatically create tickets: this is toggled on and cannot be changed.
        4. Edit ticket: click to edit the default values in properties of the tickets automatically created by the form in the right panel. This includes ticket pipeline and ticket stage.
    • Delete: this deletes the form.
  • To disable a support form so submissions are not sent to the inbox, click to toggle the Status switch off.
  • If you want to connect another form, in the upper right, click Connect form.