Last updated: September 6, 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. Only users with access to the selected inbox will appear in the dropdown menu.
- 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.
- Only the conversation 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.
