conversations

Manage your conversations routing rules

Last updated: April 30, 2019

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.

Please note: incoming messages can only be routed to users with a paid seatIf the user does not have access to a paid Sales Hub or Service Hub seat, you cannot include them in your routing rules.

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.
  • Click the Automatically assign 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. 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. rules

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: the least busy user is the user with the least number of chats assigned. If there's a tie between two users, the user who used the inbox in the past two minutes is the least busy user. Or, if there's still a tie, the conversation is assigned to the user who waited the longest to answer a chat.  

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