conversations

Use the conversations inbox

Last updated: January 4, 2019

You can use your conversations inbox to manage your team's email and chat conversations in one centralized inbox. 

User access to the conversations inbox

In HubSpot accounts that have access to conversations, any user in the account can use conversations as long as they are included as a team member on the inbox.

However, if the user is not a Sales Hub StarterProfessional or Enterprise user or a Service Hub StarterProfessional or Enterprise user, they cannot be assigned to receive incoming conversations in your routing rules. They can still assign and respond to unassigned conversations, but these conversations cannot be routed to them automatically. 

Use the conversations inbox

  • In your HubSpot account, navigate to Conversations > Inbox.

Across the top of your inbox, you can search all your open and closed conversations using the search bar in the upper-right corner.

Click the Filter dropdown menu to customize the messages displayed in your inbox. 

  • Status: indicates whether a conversation is Open or Closed. Filter your conversations based on their open or closed status. 
  • Channel: specifies which channel the conversation originated in. Sort conversations based on whether they were created through Chat, over Email, or select to view All.
  • Assignee: the assignee is the user whom the conversation is assigned to. Filter conversations by a specific team member.
  • Date: filter conversations that took place over a specific time range. top-nav
All of your conversations are segmented further in different inbox views. These views group conversations by assignee, channel, or filtered status. In the left sidebar, select a different view:
  • All conversations: view all your team's conversations in the inbox.
  • Assigned to me: view all conversations that have been routed or assigned to you.
  • Unassigned conversations: view all conversations that have not been assigned to an owner. 
  • Email: view all conversations that originated from your team's email inbox. 
  • Chat: view all conversations that originated from a chat widget on your site.
  • Bots: view all bot conversations that were never or have not yet been assigned to an owner. 
  • Filtered: view all emails that are not relevant to your business conversations, such as promotional emails. Any emails received from a role-based email (marketing@, sales@, etc.) will be sent to the Filtered view instead of the general Inbox

inbox-filters-with-bots

You'll see a list of all conversations in your selected view with the following details:
  1. The name of the contact who started the conversation.
  2. The email subject line or preview of the chat transcript.
  3. The timestamp of when the email or chat was opened.
  4. A label to indicate if the conversation is from a Chat or Email channel.conversations-inbox-filtered-view
Next to your list of conversations is a detailed view of the selected conversation from your inbox. Here you can:
  • Use the Assignee dropdown menu to assign the conversation to a new owner.
  • Click the More dropdown menu to delete the conversation, block a sender, or mark the conversation as spam. 
  • Click success Mark as closed to mark the conversation as closed.conversations-inbox-toolbar

Please note: in bot conversations where the visitor has not reached the bot's Agent handoff action, the conversation cannot be marked as closed until after 30 minutes of visitor inactivity.

The right pane gives you full details of the contact record associated with your selected conversation. In this pane you can:
  • Click the name of the contact to open their record in a new tab.  
  • Click Create ticket to create a new ticket associated with this contact.
  • Click Create a deal to create a new deal associated with this contact. create-a-deal-from-conversations-inbox
  • Click the More dropdown menu to create a new engagement on the contact record such as a new call or email. You can also select Block sender to block them from future interactions with this channel, or select Disassociate Contact to remove the association between the contact and the live chat thread.  more-contact-actions-in-conversations-inbox

Please note: if you block a sender, the conversation will move to your Filtered view in your inbox. Moving forward, the visitor will see the chat widget when they visit your site, but if they attempt to chat with you, these messages will not surface in your conversations inbox. 

If you block a sender who sent an email, this will filter the thread and all incoming threads from this sender moving forward. Emails sent from previously blocked senders will show up in the Filtered view. You can always unblock a sender from your Filtered view so future conversations are visible in your inbox. If you mark an email conversation as spam, this will filter the current thread only. 

The chat widget in the lower-left corner includes a few important settings for your chat messages:

  • Away mode: use this setting to indicate whether you're active or away for incoming conversations. When you toggle on Away mode, you will still appear as available for any open chats currently assigned to you so you can finish those conversations and close them out, while appearing away to new incoming visitors. 
  • Reassign replies: enable this feature if you want to reassign replies to other team members.

away-mode

Manage your inboxes

You can have multiple conversations inboxes set up for your different teams. For example, if both your sales team and customer success team need to use the inbox to communicate with customers, you can set up separate inboxes to manage these customer interactions. 

Please note: only users with Admin access in your account can add a new inbox or delete an existing inbox. Only Marketing Hub Professional or Enterprise, Sales Hub Professional or Enterprise, or Service Hub Professional or Enterprise accounts can set up multiple inboxes.

To add a new team 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 top corner.
  • Give your team inbox a name.
  • Click the Team members dropdown menu to specify which team members can access this inbox. Users will only be able to see the inboxes and respond to emails in the inboxes that they have access to. 

inbox-settings

  • Click Next
  • While setting up your inbox, you can connect a team email channel or a targeted message. Or, click Connect a channel laterMESSAGES-connect-a-channel

Once the inbox is created, team members can manage communication specific to their role in the appropriate inbox. 

To manage your inbox and inbox integrations:

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Conversations > Inboxes.
  • Hover over an inbox name and click Edit
  • To specify which team members can access an inbox, in the left sidebar menu, select Team members. Then use the dropdown menu to specify which team members can access this inbox. A user needs to be added to your list of team members to send an email to a contact from that conversations inbox. manage-team-members
  • In the sidebar menu, click Slack to connect a Slack account or manage your existing integrated channels.  

To delete an inbox: 

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the sidebar menu, select Conversations > Inboxes.
  • Hover over an inbox name and click Delete

delete-inbox

  • Type in the name of your inbox to confirm this action, then click Yes, delete.

Please note: 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. 

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