Channels are the paths your users take to contact your team, such as email, calling, or chat. Learn how to connect and manage channels in your inbox and help desk.
In your HubSpot account, click the settings icon in the top navigation bar.
In the left sidebar menu, click Inbox & Help Desk > Channels.
Click the type of channel you want to connect (e.g., Team email, Calling).
In the top right, click Connect a [channel].
Click the Send incoming conversations to dropdown menu and select an inbox or help desk channel.
For inbox channels, incoming conversations will appear in inbox and will not create tickets by default. You can configure ticket creation and assignment.
For help desk channels, incoming conversations create tickets automatically.
Please note: all accounts created after April 1st, 2024 cannot create tickets from channels connected to the inbox. Instead, learn how to manage tickets in help desk.
Restrict who can send emails from channels connected to help desk
By default, all users can send emails from help desk channels. To restrict which users and teams can send from a specific channel, configure the send-from permissions below. This setting applies to emails sent from both the help desk workspace, and
the object record page.
Permissions required
Super Admin and Account Access permissions are required to restrict send-from permissions.
Subscription required
A Service Professional or Enterprise subscription is required to configure send-from permissions.
Please note:
Send-from permissions can be configured for team email, SMS, WhatsApp and custom channels.
Users and teams included in the channel's routing rules automatically have send-from access. If a team is removed from a routing rule, its send-from permissions are automatically revoked. Manually reassigning a ticket to a user doesn't grant that user send-from permissions.
In your HubSpot account, click the settings icon in the top navigation bar.
In the left sidebar menu, click Inbox & Help Desk > Channels.
Click a channel.
Click the Routing to filter and select Help Desk.
Click the email channel.
Click the Send-from tab.
Select Specific teams and users.
Click the dropdown menu and select the users and teams that can send emails from.
Click Save.
Move a channel to help desk
In your HubSpot account, click the settings icon in the top navigation bar.
In the left sidebar menu, click Inbox & Help Desk > Channels.
In the Move channels and conversation history section, click Move channels to help desk.
Revert a channel back to the inbox
In your HubSpot account, click the settings icon in the top navigation bar.
In the left sidebar menu, click Inbox & Help Desk > Channels.
In the Move channels and conversation history section, click Revert a channel back to inbox.
InboxHelp Desk
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