conversations

Manage your conversations routing rules

Last updated: August 20, 2019

Applies to:

Service Hub  Professional
Legacy Marketing Hub Basic

Set specific routing rules for incoming messages in your conversations inbox.

Edit routing rules

You can set routing rules to automatically assign incoming conversations or leave them unassigned in the inbox for manual triage.

Email

    • In your HubSpot account, navigate to Conversations > Inbox.
    • In the lower-left corner, click Inbox Settings, then select Email.
    • Hover over your inbox and click Edit.
    • In the left sidebar menu, select Automation.
    • 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 conversations to the users or teams selected. Select the users or team names from the Specific users and teams dropdown menu.
    • Contact owner: route incoming conversations 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. 
    • Unassigned: incoming conversations will not be automatically assigned. Users can manually triage conversations from the inbox.
  • Click Save.

Please note:

  • Incoming messages can only be routed to users with a paid seat. If the user does not have access to a paid Sales Hub or Service Hub seat, you cannot include them in your routing rules.
  • If you select the Specific users and teams routing option, email conversations will be assigned randomly to agents specified in the Specific users and teams dropdown menu.

Live chat

  • In your HubSpot account, navigate to Conversations > Chatflows.
  • Hover over a chatflow and click Edit.
  • On the left, click the Build tab.
  • Click the Automatically send incoming conversation to dropdown menu and select a routing option:
    • Specific users and teams: route incoming conversations to the users or teams selected. Select the users or team names from the Specific users and teams dropdown menu. If more than one user is chosen, new conversations will be routed to the least busy available user.
    • Contact owner: route incoming conversations 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. To route messages from unowned contacts to a default user, click the New visitor fallback dropdown menu and select a user.
    • Unassigned: incoming conversations will not be automatically assigned. Users can manually triage conversations from the inbox.
  • Click Save.

Please note:

  • Incoming messages can only be routed to users with a paid seat. If the user does not have access to a paid Sales Hub or Service Hub seat, you cannot include them in your routing rules.
  • The least busy available user is the user with the fewest chats assigned. Where two or more users are tied for least busy, the chat will be assigned to a user who used the inbox in the past two minutes. If the tie still exists, the chat will be assigned to the user who was assigned a chat less recently.

Triage unassigned conversations

If you choose not tot set up automatic routing rules, users can manually assign email and chat conversations to themselves from the Unassigned view in their inbox.

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the left sidebar menu, select the Unassigned view, then click an unassigned conversation to open it.
  • In the upper left, click the Assignee dropdown menu and select your name. Or, enter your response in the reply editor, then click Send to automatically assign the conversation to yourself.
  • If you want to reassign a conversation to another user, open a conversation that is assigned to you. In the top left, click the Assignee dropdown menu and select another user. conversations-inbox-reassign-a-conversation

Reassign a chat conversation

If you want to reassign a conversation to another user, open a conversation that is assigned to you. In the top left, click the Assignee dropdown menu and select another user.

conversations-inbox-reassign-a-conversation

You can also automatically reassign chat conversations that are re-opened while you are away: 

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the lower-left corner, click your avatar.
  • Click to toggle the Away mode switch on, then click to toggle the Reassign replies switch on.

away-mode