conversations

Create a conversations inbox

Last updated: August 22, 2019

Set up a conversations inbox to streamline and centralize communication with your contacts. You can connect team emails and/or chat channels to the inbox, then view, reply, and manage all conversations from each channel in one place.

Create an 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 Create Inbox.
  • In the Team inbox name field, enter a name for your inbox.
  • Click the Add team inbox members dropdown menu to choose who can see this inbox.
    • Everyone: every HubSpot user in the account can see the inbox.
    • Specific users and teams: only selected user(s) or team(s) can see this inbox.

Please note: incoming conversations can only be automatically assigned to users with a paid seat, but free users can still assign and respond to unassigned conversations if they are included as a team member on the inbox.

If you choose Specific users and teams, users with Admin or Super Admin permissions can view any conversations inbox in the portal, but cannot take actions in the inbox, such as assigning a conversation or replying to a thread, unless they are included as a team member in the inbox settings.

  • Click Next.
  • Select a channel to connect. Connect a Team email to view and reply to any messages sent to your company email address or connect a Chat channel to view and reply to messages sent to your live chat or bot. Click one of the options below to skip to the instructions on connecting either a team email or a chat channel:

If you'd prefer to set up your channels later by editing the inbox, click Connect a channel later. When you first set up an inbox, you will connect one channel to start, but you can also connect additional channels at any time by editing your inbox.

In addition to a team email and a chat channel, learn how to connect a Facebook Messenger account or a support form to the conversations inbox. 

Connect a team email channel

  • Select Team email.
  • Select Yes, this is a shared account
  • Click Next
  • Select Gmail, Office 365, or Other mail account. At this time, IMAP is not supported
  • To connect a Google Groups account or a hosted email account, select Other mail account, then follow the instructions in this article instead: Forward emails to a hosted email address in the conversations inbox.conversations-connect-email-channel-choose-email-provider

Please note: only connect shared email addresses to the inbox; all incoming emails will be visible to your entire team. You cannot connect an email that is used as a user's connected inbox in HubSpot. If it is, the user will need to remove the connection before you can connect it to a conversations inbox.

  • Review the terms for sharing this email account with HubSpot, then click Continue.
  • Select the inbox you want to connect, enter your login credentials, and complete the connection process to allow HubSpot to access your inbox.
  • You'll be redirected to the Email Details screen where you can customize the information that contacts will see when they receive an email from you. To customize the from name that displays, click the From name dropdown menu and select one of the following:

Please note: this feature is not supported by Office 365 connected inboxes due to technical limitations.

    • Agent and company name: contacts will see the user's name and the company name when they receive an email. Enter the company name in the text field.
    • Company name: contacts will see the company name when they receive an email. Enter the company name in the text field.configure-send-from-address
  • Preview how the from name will display in the contact's inbox, then click Next
  • By default, incoming conversations 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 emails to the user(s) or team(s) selected. Select the user(s) or team name(s) from the Specific users and teams dropdown menu.
      • Contact owner: route incoming email 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 create a ticket for each new conversation, click to toggle the Automatically create tickets switch on.
    • To customize the ticket properties, click Edit ticket.
    • Edit the properties in the right panel, then click Save.

Please note: if a visitor sends an email to the conversations inbox using an email address that is not already associated with a contact record in your account, HubSpot will automatically create a new contact record for that email. 

  • Click Connect & finish

Your team email is now connected so you can compose and reply to emails in the conversations inbox

Learn how to edit your inbox filtering rules, add a new team member to the inbox, or connect another team email channel.

Connect a chat channel

  • Select Chat.
  • First, customize what visitors will see when they start a chat:
    • To set the accent color for your chat widget, select a default color. You can also select a custom color by clicking the color to the right of the hexadecimal value field, then using the color gradient to select a custom color or manually enter a hexadecimal value.select-chat-widget-accent-color
    • Click the Chat heading dropdown menu and select whose name and avatar should appear on the chat widget.
      • Specific users and teams: select the checkbox(es) next to the name(s) to display. If you select more than three users, their names and avatars will randomly appear on the chat widget. Learn how the chatflow's selected language will impact your chat heading.
      • Custom name and avatar: display a generic team name and image.
      • Contact owner: if the contact is known and has an owner, the contact owner's information will appear. Click the New visitor fallback dropdown menu and select a fallback option for any new or unassigned visitors who start a chat.
    • In the text box, write a welcome message that will appear when visitors first start a chat.
    • To set who incoming conversations are routed to, click the Automatically assign incoming conversations to dropdown menu. Learn more about setting up routing rules in your conversations inbox.
    • To automatically display the welcome message when your pages load, select the Pop open the welcome message as a prompt checkbox.
    • To specify which website page the chat widget should appear on, click Advanced options, then click the dropdown menus and enter specific website URLs and/or query parameters. Learn more about configuring your targeting rules.
  • Click Next.
  • Set when your team should appear available to chat and let visitors know when they can expect a reply. Select an availability option:
    • During business hours: select During business hours to set consistent days and times when your team should appear available to chat. If your chatflow includes a bot, learn how customize the bot's availability preferences based on your inbox settings
      • Under Team business hours, use the dropdown menus to set your team’s availability. Click + Add hours to add additional day and time ranges.
      • To set up the visitor's experience when your team is available, click the During business hours tab. Click the Show typical reply time dropdown menu to let visitors know when they can expect a reply. Then click the If all team members are 'away' or at capacity, then dropdown menu and select an away mode widget behavior.
      • To set up the visitor's experience when your team is not available, click the Outside business hours tab. Click the dropdown menu and choose to either show an away message, show a reply time, or hide the chat launcher when a visitor comes to your site outside of business hours. 

        chatflows-chat-settings-availability-tab
    • Based on team member status: visitors can chat with your team if at least one team member assigned in your routing rules is available.

      • To customize the automated message a visitor will see when they start a chat, click the Available tab, then click the Show typical reply time dropdown menu and select an option.

      • To customize the message that appears when no one is available to chat, click the Away tab. Enter your away message text or click the dropdown menu and select Hide chat launcher so the widget does not appear if no one is available.

    • Always: your team always appears available to chat. Use the Show typical reply time dropdown menu to let visitors know when they can expect a reply. If you don't wish to show visitors this information, select Don't show a reply time.

  • Click Next.
  • Preview how your chat widget will appear on different devices using the device type buttons above the preview. When you're done, click Publish.
  • You'll be redirected to the inbox. In the dialog box that appears, click Open website to view the chat widget on your website, or click Go to inbox to view the test conversation in your inbox.

After connecting your chat channel, learn how to customize your chat profile then start chatting with your website visitors. You can also edit your chat's appearance and availability at any time, or create a new chatflow in the inbox.

Edit your inbox

After setting up your inbox, you can adjust your inbox level settings and each connected channel's settings, or connect a new channel.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Conversations > Inbox.
  • To add or remove team members, connect a Slack account, edit the connected channels' settings, or connect another channel to the inbox, hover over the inbox and click Edit.create-new-inbox-or-edit-inboxes

Please note: if you have a Sales Hub or Service Hub Professional or Enterprise account, you can create multiple inboxes (up to 100). Setting up multiple inboxes allows different teams to manage their customer interactions separately. For example, you could set up an inbox for your sales team, an inbox for your customer success team, and an inbox for your billing team.

Edit your inbox settings

  • To edit the team members included on the inbox, select Team members in the left sidebar menu, then use the dropdown menu to edit who can see this inbox in their conversations inbox.
  • To connect a Slack account to receive notifications about incoming live chats and respond directly from Slack, select Slack in the left sidebar menu. Learn how to integrate Slack with conversations.

Edit your email channel

  • In the left sidebar menu, select Email.edit-email-channel
  • Hover over an existing team email and click Edit or click Connect team email to connect a new team email channel. edit-an-email-channel
  • To edit your routing rules, select Rules in the left sidebar menu.
  • To edit the from name your contacts see when you send them email, select Configuration.
  • Click Save after making any changes.

Edit your chat channel

If you've already connected a chat channel, you can edit your current chat channel's appearance, availability settings, transcript send options, and access the tracking code. If you don't want to change any channel settings but want to create a new chat widget to use on your site, click Create chatflow in the upper right.

  • In the left sidebar menu, select Chat.edit-chat-channel
  • To edit your chat channel's appearance, click the Customize tab. On this tab, you can also determine what side of your website you want the chat widget to appear on by clicking Chat widget placement, then selecting Left or Right. chat-widget-placement
  • To edit your team's chat availability, click the Availability tab.
  • To customize what happens when a chat ends, click the Options tab.
    • By default, after you close each chat, a copy of the chat transcript will be sent automatically to the visitor. Click the From address dropdown menu and select which email address the transcript should be sent from. You can only send chat transcripts from a shared connected inbox.
    • If you don't want to automatically send the transcript, click to toggle the Automatically send a chat transcript at the end of a chat switch off.
      chatflows-options-chat-transcript-settings
  • If you're adding the chatflow to a website that is not hosted with HubSpot, click the Tracking code tab. Click Copy, then add the code right before the </body> tag on every page you want the chat widget to appear. Or, you can send this code directly to your web developer.

Please note: websites built with Wix do not support conversations, so you will not be able to include the chat widget on your Wix site.

In order to add a chat widget to your WordPress site, first install the HubSpot All-in-One Marketing - Forms, Popups, Live Chat WordPress plugin. Learn more about how to install the plugin on your WordPress site.

  • Click Save after making any changes.

Delete an inbox

You can delete an inbox from your inbox settings. Deleting an inbox will permanently remove it from your account along with any email channels, chat targeted messages, and conversation threads. This action can't be undone.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Conversations > Inbox.
  • Hover over the inbox and click Delete.
  • In the dialog box, type in the name of your inbox to confirm this action, then click Yes, delete.