Control which team members answer messages in the conversations inbox

Last updated: March 6, 2019

You can control who is able to respond to incoming threads in the conversations inbox. 

You have a few options to choose from when deciding who to assign incoming threads to: 

Specific users and teams 

You can set up routing so incoming chats and emails are distributed across specific teams and users:

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the lower-left corner, click Inbox Settings
  • To control who answers incoming emails, select Email
    • Hover over your inbox and click Edit
    • Click the Assign to dropdown menu and select Specific users and teams, then select user(s) or team name(s) from the Specific users and teams dropdown menu. 
    • Click Save


  • To control who answers incoming chats: 
    • In your HubSpot account, navigate to Conversations > Chatflows.
    • Hover over the chatflow and click Edit
    • On the left, click the Build tab.  
    • Click the Automatically send incoming conversation to dropdown menu and select Specific users and teams. Click the next dropdown menu and select user(s) and team(s) for routing, where messages are routed to the first available team or team member online.
    • Click Save.

Please note: in order to have a conversation routed to a specific user, the user you are choosing to route incoming messages to needs to have a paid Sales Hub or Service Hub 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. 

Contact owner

You also have the option to select Contact owner in the Assign to dropdown menu. This option will route all incoming chats and/or emails to the assigned owner of a contact. If a visitor already exists in your contacts database and is owned and tracked with a cookie, when the visitor live chats or sends an email, it'll be routed to the visitor's owner if they're online. If the owner is offline, then the message will be emailed to the visitor's owner. 

If you have this option enabled and a visitor is not an owned contact in your database, you can set a fallback user to route the message to. After you select Contact owner in the Assign to dropdown menu, click the New visitor fallback dropdown menu and select specific users and teams to answer the message, or let the messages remain unassigned until a user takes ownership in the conversations inbox. Click Save when you are finished. new-visitor-fallback-


You can choose to leave incoming threads Unassigned so your users can manually assign emails and chats to themselves directly from the Unassigned view in your conversations inbox. To do so, in your routing settings for email or for chat, select Unassigned from the Assigned to dropdown menu. 

To assign a conversation to yourself:

  • 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 

After setting yourself as Away, you can enable Reassign replies so any chat conversations that are re-opened while you are away are reassigned to other online team members:

  • 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. 



Free HubSpot Sales Software Training Learn HubSpot CRM & HubSpot Sales Tools from the experts at HubSpot Academy. Start the course