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Assign a conversation owner in a workflow (BETA)

Last updated: January 29, 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.

assign-conversations-owner-in-workflows

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.
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