Last updated: April 14, 2024
Available with any of the following subscriptions, except where noted:
Service Hub
Professional
,
Enterprise
|
Operations Hub
Professional
,
Enterprise
|
You can use the Assign conversation owner action in a workflow to change the inbox and owner assignment for a conversation automatically. Configuring this action can help you streamline how users in your account triage and respond to conversations and ensure tickets are addressed in a timely manner.
Assign conversation owner in your workflow
To assign a conversation owner or inbox for a conversation in a workflow:
- In your HubSpot account, navigate to Automations > Workflows.
- To create a new workflow from scratch, in the upper right, click Create workflow, then select From scratch.
- In the left panel, select Conversation-based.
- In the top right, click Next.
- Configure your workflow triggers, then click + to add an action.
- In the left side panel, use the text box to search for and select Assign conversation owner.
- Click the Target inbox dropdown menu, then select a connected inbox.
- Click the Conversation owner dropdown menu and search for an agent in your account that will be assigned the conversation that meets the enrollment criteria.
- Click Save.
Please note:
- This action assigns to the target user in the assigned inbox directly, ignoring the user's current availability or capacity.
- The action will consider conversations assigned to bots as well as actual users in your account, unless you configure your workflow filter criteria otherwise.
- Any closed conversations that are reassigned will be automatically opened. You can add an action or an if/then branch to close conversations that should not be reopened when reassigned.
- Only the converation owner will be changed as part of this action. If a conversation has an associated ticket, the ticket owner will not be updated to match the conversation owner.
