Connect custom channels to help desk

Custom channels create a bridge between an external messaging service and HubSpot. By connecting a custom channel app to help desk, support reps can respond to incoming messages from their preferred messaging app, ensuring a unified customer experience.

You can install pre-built messaging apps from the HubSpot marketplace (such as TikTok, Instagram, and Slack). However, if you use a messaging service that doesn't have a native integration with HubSpot, you can build your own custom channel and connect it via API.

Once your custom channel and public app are set up, you can install it from the marketplace and connect it as a channel in help desk, enabling reps to manage conversations across all channels in one place. Learn more about creating custom channels.

In this article, learn how to connect your custom channel to help desk. To connect custom channels to the conversations inbox, follow the steps in this article.

Connect a custom channel to help desk

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Inbox & Help Desk, then click Channels.
3. In the Marketplace channel apps section, click Connect instance next to your custom channel. Your app's name, description, and logo should appear. If your custom channel does not appear, ensure the channel is installed, or re-authorize the app with your HubSpot account.
4. Click Continue with [channel name].
5. In the pop-up window, provide your credentials. The parameters shown will be dependent on your channel configuration.

6. To set routing rules to automatically route incoming tickets to specific users and teams in your account:
   • To set properties for new incoming tickets created from the channel, click Set ticket properties for this channel.
     
     

• • To assign tickets automatically, toggle the Automatically assign tickets switch on.
  • Click the ticket assignment dropdown menu and select a routing option. 
  • Configure any additional settings for your selected option. 

7. Click Next.
8. Your custom app is now connected to help desk. You can connect another account, connect a channel, go to help desk or, click Done.

Respond and manage messages from custom channels in help desk

• Any incoming messages to your custom app will appear in help desk, and support reps can reply in real time. Messages can create new threads, or be added to existing threads, depending on your app configuration. Learn more about responding to tickets in help desk.

• You will be notified when you receive a new message, but you can turn off these notifications in your settings.

• You can apply filters that segment out messages that originated from your connected custom app channel. Learn more about creating custom views.

Manage custom channel settings

After connecting a custom channel, you can update its routing rules, manage send-from permissions, or turn off the channel.

Learn more about connecting and managing inbox and help desk channels.