Last updated: December 10, 2025
Available with any of the following subscriptions, except where noted:
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Service Hub
Professional, Enterprise
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Data Hub
Professional, Enterprise
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 Automation > Workflows.
- To create a new workflow from scratch, in the upper right, click Create workflow, then select From scratch.
- Click Met filter criteria.
- In the left panel, select Conversation.
- In the Add criteria section, set up your filter enrollment triggers. For example, Assigned to bot is False and Conversation status is any of Open.
- Click Next.
- To allow conversations to re-enroll after completing enrollment, toggle the Re-enroll switch on. Review your Learn more about workflow re-enrollment.
- Click Save and continue.
- In the left panel, click CRM to expand the section. Then, select Assign conversation owner:
- Click the Target inbox dropdown menu, then select a connected inbox.
- Click the Conversation owner dropdown menu and search for a user that will be assigned the conversation. Only users with access to the selected inbox and who have visited the inbox at least once 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.
