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Choose your bot actions

Last updated: November 19, 2019

Learn more about each of the actions you can use to build a bot conversation. You can also customize each bot action using conditional logic to create a more interactive experience for your website visitors.

To add new actions to your bot:
  • In your HubSpot account, navigate to Conversations > Chatflows.
  • Hover over the bot you want to modify and click Edit, or click Create chatflow to build a new bot.
  • Click the plus icon + to add new actions to your bot.
add-a-bot-action

Send simple message

Use this action to send a simple message during your bot conversation. Use this action to say something to your visitor that does not require a response.

  • Nickname: enter a nickname for this bot message.
  • Message: enter the content for your bot message. You can use personalization to pull in details from the contact record of a known visitor.
  • + Add message bubble: if you want multiple message bubbles to pop up as part of this bot message, you can add another bubble here.
  • Attach a file to this action: click the Choose a file dropdown menu, and either upload a new file or select an existing file to send to visitors.

send-a-simple-message

Ask a question

Use this action to ask a question during your bot conversation. You can collect data to populate specific contact properties.

  • Nickname: enter a nickname for this bot message.
  • Message: enter the content for your bot message. You can use personalization to pull in details from the contact record of a known visitor.
  • + Add message bubble: if you want multiple message bubbles to pop up as part of this bot message, you can add another bubble here.
  • Attach a file to this action: click the Choose a file dropdown menu, and either upload a new file or select an existing file to send to visitors.
  • Save to HubSpot property: click the dropdown menu and select a contact property. The visitor's response will be added as the property value on their contact record.
  • Skip this action if property already exists: use this checkbox to skip this action if the visitor's contact record already has this property filled out.
  • Quick replies: add answers that your visitor can select as responses to your message prompt. To add quick replies, start typing your copy and press Enter to save each one.
  • Disable free text input: use this option if you want to limit visitors to selecting among your pre-set options in Quick replies.
  • Error message: enter an error message that will appear when the bot can't understand the visitor's response. get-phone-number

Offer email subscription

Use this action to capture a visitor's consent to communicate.

  • Nickname: enter a nickname for this request.
  • Message: enter content for the bot message. You can use personalization to pull in information from a known visitor's contact record.
  • + Add message bubble: if you want multiple message bubbles to pop up as part of this bot action, you can add another bubble here.
  • Attach a file to this action: click the Choose a file dropdown menu, and either upload a new file or select an existing file to send to visitors.
  • Show legitimate interest privacy text: select the checkbox if you want to let visitors know what type of communication they're opting into and how you will communicate with them moving forward. The default language set in your account settings will display with this option selected.
  • Subscription: click the dropdown menu and select the subscription types these contacts will be opting into.
  • If user subscribes, show message: enter the text that will display if a visitor subscribes.
  • If user doesn't subscribe, show message: enter the text that will display if the visitor does not subscribe.

Set contact property value

Use this action to set a contact property to a specific value based on the replies of your website visitor.

  • Nickname: enter a nickname for this contact property value action.
  • Contact property: select any contact property from the dropdown menu.
  • New property value: enter the value you want to populate on the contact record. You can customize how this populates based on the conditions set in the If/then branches tab.

contact-propertySet company property value

Use this action to set a contact property to a specific value based on the replies of your website visitor.

  • Nickname: enter a nickname for this contact property value action.
  • Company property: select any company property from the dropdown menu.
  • New property value: enter the value you want to populate on the contact's associated company record. You can customize how this populates based on the conditions set in the If/then branches tab.

Add to static list (Marketing Hub Starter, Legacy Basic, Professional, or Enterprise only)

Use this action to add the contact your bot is chatting with to a static list. If a contact record does not exist for the visitor, this action will be skipped.

  • Nickname: enter a nickname for this list action.
  • Static list: select an existing static list from the dropdown menu.

Submit a ticket

Use this action to create a new ticket for this contact. If an associated contact record for your website visitor does not exist, this action will be skipped.

  • Nickname: enter a nickname for this create ticket action.
  • Ticket name: enter a name for the ticket.
  • Ticket pipeline: use the dropdown menu to associate the ticket with a specific pipeline.
  • Ticket status: use the dropdown menu to assign a status to the ticket.
  • Ticket description: use the dropdown menu to indicate whether you want to set your own description for this ticket. You can select Prompt the visitor for ticket description to invite the visitor to provide a summary of the issue for the ticket description.
  • Ticket priority: set the ticket priority as either High or Low.

Knowledge base lookup (Service Hub Professional and Enterprise only)

Use this action to surface a specific knowledge base article to your visitor, or prompt them to search your knowledge base to find the article they need.

  • Nickname: enter a nickname for this knowledge base lookup action.
  • Lookup type: based on how you want visitors to interact with your knowledge base, you have the following options:
    • Display specific article: select this option if you want to surface a specific article for your visitors at this point in your conversation.
      • Article to display: use the dropdown menu to select a specific article you've published on your knowledge base.
    • Search knowledge base: select this option to invite your website visitor to search your knowledge base.
      • Query prompt message: enter a bot message to prompt your website visitor to search your knowledge base. You can use personalization to pull in details from the contact record of a known visitor.
      • No results message: enter a bot message to return to your visitor if there are no results for their search query on your knowledge base. You can use personalization to pull in details from the contact record of a known visitor.
      search-kb

Send to team member

Hand off a conversation to a specific user or team based on their availability to chat. This action is only available to users with Admin access.

  • Nickname: enter a nickname for this set of handoff rules.
  • Automatically assign to: click the dropdown menu and select who incoming conversations should be routed to:
    • No one: the message will be sent to the Unassigned view in the inbox for your team members to triage.
    • Specific users and teams: hand off conversations to the users or teams selected. Select the users or team names from the Specific users and teams dropdown menu.
    • Contact owner: hand off 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.
  • If team member is available, show: enter a specific message to display when your user(s) or team(s) are available.

Please note: you can only handoff a chat conversation to users who have a paid Sales Hub or Service Hub seat.

  • If team members are offline, show: enter a specific message to display if no one is available to chat.
  • If unassigned, show: enter a specific message to display when the message is received but hasn't been assigned to a specific user yet.
bot-action-send-to-team-member

Enroll in workflow (Professional or Enterprise only)

Use this action to enroll the contact you're chatting with in a specific workflow. If a contact record doesn't exist for the visitor you're chatting with, this action will be skipped.

  • Nickname: enter a nickname for this workflow action.
  • Workflow: user the dropdown menu to choose which active workflow contacts should be enrolled in.

Trigger a webhook (Enterprise only)

Use this action to trigger a webhook request. Learn more about triggering a webhook with bots.
  • Nickname: enter a nickname for this action.
  • Webhook URL: enter the endpoint URL for the webhook.
  • Wait for webhook feedback: select the checkbox if you want to wait for the webhook to return information before moving to the next action.
  • Error message: enter text for the error message.

Run a code snippet (Enterprise only)

Use this action to run a code snippet at a step in the bot conversation flow.

  • Nickname: enter a nickname for this action.
  • Snippet description: enter a description of the code snippet.
  • Runtime: the default template for Node.js 6.10 is included in the code snippet editor. Click Open in full page editor to make edits in another window. Learn more about running code snippets in bots. default-code-snippet

Book a meeting

Use this action to share a round robin or group meetings link through a bot message.

  • Nickname: enter a nickname for this action.
  • Meetings link (round robin or group): use the dropdown menu to select an existing meetings link. If you don't have a round robin or group meetings link set up, create a new link here.
  • Successful booking message: enter a message to display when a visitor successfully books a meeting with your team.
      • Quick replies: quick replies will appear automatically during the bot conversation as long as the following are true:
        • The meeting link used in the bot action does not include any custom fields other than first name, last name, and email.

    Please note: if you're using custom form fields in your meetings link, the bot cannot collect responses to the custom questions during the conversation and will instead redirect the visitor to the meeting booking page. If you want your visitor to book a meeting with you without leaving the chat window, learn more in this HubSpot Community post: Use the 'Book a meeting' bot action with custom fields.

        • First name, last name, and email are collected before the meeting action is reached in the bot flow.
        • The meeting link has times available in the near future.
        • The meeting link's Privacy and consent (GDPR) switch is toggled off.bot-book-meeting-quick-replies
  • After you've made your selections for your bot action, click Save.

If/then branches

Use if/then branches customize the flow of your bot's conversation. You can add conditions to tell your bot to skip to a specific action based on the visitor's response, a contact property value, or agent availability. Learn more about using if/then branches with bots.

Please note: free users and Starter users cannot add custom conditions to their bot.

Learn more about creating a chatflow that includes a bot

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