Inbox

Connect a form to the conversations inbox

Last updated: February 7, 2020

To receive submissions to a form in your conversations inbox, connect the form as a channel in your inbox. When a visitor submits a form, you can respond to their inquiry in the inbox like you would respond to an email. You can also create a corresponding ticket for the visitor's request.

Connect a form

  • In your HubSpot account, navigate to Conversations > Inbox.
  • In the lower left, click Inbox Settings then select Channels.
  • Click Connect a channel.
  • Click Forms
  • Select Connect an existing form or Create a new form.
  • In the bottom right, click Next.

Connect an existing form

Customize the existing form's routing rules and associated ticket properties.

  • Click the Select a form dropdown menu and select an existing form.connect-an-existing-form
  • Click Next.
  • By default, incoming submissions 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 submissions to the users or teams selected. Select the users or team names from the Specific users and teams dropdown menu.
    • Contact owner: route incoming submissions 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.
  • If you're connecting a support form to the inbox, HubSpot will automatically create a ticket for each form submission.
    • To customize the ticket properties, click Edit ticket.
    • Edit the properties in the right panel, then click Save.
  • To finish setting up your form, click Save in the bottom right.
submission-in-inboxYou can also connect a form directly from the form editor. In the left panel of the form editor, click to toggle the Automatically create tickets switch on. This will add the default ticket fields to the form so a ticket is automatically created from each form submission. enable-automatically-create-ticket-form

Create a new form

You'll be brought to the form editor where you can set up and customize your form.

  • At the top of the form editor, click the pencil icon edit to edit the form name.
  • Set up your form fields and form options.
  • By default, submissions to this form will create a ticket, and the following fields will be included:
    • First name
    • Last name
    • Email
    • Issue (Ticket Name)
    • Details (Ticket Description)
    • Ticket Pipeline (hidden field; appears as hs_pipeline)
    • Ticket status (hidden field; appears as hs_pipeline_stage)new-form-in-inbox
  • Click Update Form.
  • By default, incoming submissions 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 submissions to the users or teams selected. Select the users or team names from the Specific users and teams dropdown menu.
    • Contact owner: route incoming submissions 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.
  • If a ticket will be automatically created, click Edit ticket. Edit the properties in the right panel, then click Save.
  • To finish connecting your form to the inbox, click Save in the bottom right.

When a visitor submits the form, the submission will appear in the inbox where you can respond to the customer's inquiry

Manage and edit your connected forms

Once you connect a form to the inbox, you can edit the form fields or routing rules, or connect another form to the 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 Edit next to the inbox where you connected a form.
  • In the left sidebar menu, select Channels.
  • You'll see a list of channels that are connected to your inbox, included any connected forms. To edit a connected form's routing rules or ticket properties, hover over the form and click Edit.
    • Automatically assign conversations: click to toggle the switch on to automatically assign submissions to the form to specific team members. Learn more about these routing rules.
    • Automatically create tickets: if a ticket will be created from each form submission, this is toggled on by default.
    • Edit ticket: click to edit the default values for the ticket's properties. This includes ticket pipeline and ticket stage.
    • edit-rules-inbox-form
  • To edit the form's field or options, hover over the form and click the Options dropdown menu, then select Manage form
  • To delete the form, hover over the form and click the Options dropdown menu, then select Delete
  • To disable a support form so submissions are not sent to the inbox, click to toggle the Status switch off.
  • If you want to connect another form, in the upper right, click Connect a channel.
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