The HubSpot conversations tool is where you and your team can view, manage, and reply to incoming messages from multiple channels. You can triage messages sent via email address, Facebook, or your website in one unified inbox. You can also create tickets from each conversation to track a visitor's experience with your business.
Depending on your subscription, you can create multiple inboxes for different teams that are using HubSpot. For example, you can create a sales inbox to manage inquiries about pricing and packaging and a customer support inbox for your support team to manage incoming requests.
If you've connected a chat channel, you can create chatflows for your website pages. Depending on your goal, you will either create a live chat or a bot. You can use targeting rules so that the chatflow appears on some of your pages or all of your pages. You can also set up your user profile so your avatar, name, and preferred meeting link display when visitors are chatting with you. To add chatflows to website pages that aren't hosted with HubSpot, you must also install the HubSpot tracking code on your external pages.
When a visitor sends an email, starts a chat, or submits a form, you can reply to them in the inbox. If you're chatting with a visitor who is new to your business, you can create a contact record to add them to your database. If the contact has messaged your team before, you'll see known information about the contact, associated records, and past conversations in the right sidebar. During the conversation, you can add a comment to an ongoing thread or reassign the conversation to another team member.
After you set up your inbox, you can analyze the conversations taking place in your account. You can determine who is responding to the most conversations, how long it takes your team to respond, and how your individual bots are performing.