Last updated: October 15, 2025
Available with any of the following subscriptions, except where noted:
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Seats required
By default, incoming conversations are left unassigned in your inbox for your team to triage. In this article, learn how to set routing rules so that incoming conversations are automatically routed to specific users and teams in your account.
Seats required An assigned Sales Seat or Service Seat is required both to create routing rules and to be included in them.
Manually assign tickets
You can triage unassigned tickets or manually reassign a ticket to another user or team.- In your HubSpot account, navigate to CRM > Inbox.
- In the left sidebar menu, select the Unassigned view, then click an unassigned conversation to open it.
- In the upper left, click the Owner dropdown menu and select your name. Or, enter your response in the reply editor, then click Send to automatically assign the conversation to yourself.
- If you want to reassign a conversation to another user or team, open a conversation that is assigned to you. In the top left, click the Owner dropdown menu and select a user or team.
Please note: if only specific teams have access to the inbox, you can only manually reassign conversations to the main or extra team members of the associated teams.
Automatically assign conversations
You can set routing rules for incoming messages sent to your connected team email channel, chatflows, calling channels, or your connected form.
Set up automatic ticket assignment for team email channels
- In your HubSpot account, click the settings icon in the top navigation bar.
- In the left sidebar menu, navigate to Inbox & Help Desk, then click Inbox.
- Hover over the team email and click Edit.
- Navigate to the Automation tab.
- Click the Assign to dropdown menu and select a routing option:
- Customer agent: assign an AI powered customer agent to respond to support questions. Learn more about the customer agent.
- Specific users and teams: assign incoming tickets from form submissions to the users or teams selected. Select the users or teams from the Specific users and teams dropdown menu.
- Contact owner: assign incoming tickets to a contact owner. The contact must have an owner assigned to their record and be tracked with a cookie.
- By default, incoming conversations will only be assigned to agents that are available. If no agents are available, the ticket will be unassigned. You can clear the Assign to available users only checkbox to turn off this setting.
- In the bottom left, click Save.
Set up automatic ticket assignment for form channels
- In your HubSpot account, click the settings icon in the top navigation bar.
- In the left sidebar menu, navigate to Inbox & Help Desk > Inbox
- Hover over the form channel and click Edit.
- Click the Assign incoming tickets to dropdown menu and select a routing option:
- Specific users and teams: assign incoming tickets from form submissions to the users or teams selected. Select the users or teams from the Specific users and teams dropdown menu.
- Contact owner: assign incoming tickets from form 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.
- By default, incoming tickets will only be assigned to agents that are available. If no agents are available, the ticket will be unassigned. You can clear the Assign to available users only checkbox to turn off assignment based on agent availability.
- In the bottom left, click Save.
Set up automatic ticket assignment for chatflow channels
To set up automatic ticket assignment for your chatflow, navigate to the chatflow's Build tab.
Please note: when routing incoming messages from chatflows:
- The user must have access to the inbox where the chatflow is set up.
- The user must be selected under the Assign To dropdown menu when configuring the Send to team member action for your chatflow.
- If multiple users are selected, conversations are routed to the least busy available user. When two or more users are tied for least busy, the chat goes to the user who was assigned a conversation least recently. If no selected users or teams are available, the conversation remains unassigned for your team to triage.
- In your HubSpot account, navigate to Service > Chatflows.
- Hover over the chatflow and click Edit.
- On the Chat tab, click to toggle the Assignment switch on. Use the dropdown menus to select which users or teams to assign the conversations to.
- In the bottom left, click Save.
Set up automatic ticket assignment for calling channels
- In your HubSpot account, click the settings icon in the top navigation bar.
- In the left sidebar menu, navigate to Inbox & Help Desk > Inbox
- Hover over the calling channel and click Edit.
- Under Routing during operating hours, click the Specific users and teams dropdown menu, and click the checkboxes next to each user or team you want to route calls to during working hours. Learn how to set up working hours.
- Under If calls are unanswered, send to voicemail, click the Choose an audio message dropdown menu and select a voicemail message. Click Save.
- Under Routing after hours, click the Choose an audio message dropdown menu and select a voicemail message for calls unanswered after working hours. Click Save.
Learn more about setting up a calling channel in the conversations inbox.
