Collaborate with your team in the conversations inbox

The conversations inbox allows you to view and manage your ongoing conversations in one place. When working with your team in the inbox, you might want to reassign a conversation, comment on an existing thread, move the conversations to another inbox or help desk, or forward the email to another recipient.

Access the conversation in the inbox

1. In your HubSpot account, navigate to CRM > Inbox.

2. If you have multiple inboxes set up in your account, click the dropdown menu in the top left and select which inbox you want to work out of.

3. Click a conversation to open it.

Reassign a conversation

If you need to reassign the conversation to another user, click the Owner dropdown menu in the top left and select another user or team to take over the conversation. Learn more about routing conversations to your users and teams.

View users included on a thread

If another team member is viewing the thread and actively responding, their avatar will appear in the reply editor. A typing indicator will signal that they're in the middle of a response. If another team member is handling the conversation, you should triage another unassigned conversation.

Comment on a conversation

If you want another user to review the thread or follow up with the contact, you can add a comment to the conversation. This comment will not be visible to the contact.

1. In the Reply editor, click the Comment tab.
2. Type @ and your team member's name, then enter your message.
   • Use the icons across the bottom of the email editor to modify your text style, insert a link, or upload a file.
   • To add a document, snippet, meeting link, knowledge base article, quote, or video in your response, click Insert.
3. Click Add comment. A notification will be sent to the team member with a link to the conversation.
   
   
   

4. To delete the comment, hover over it and click the Actions dropdown menu, then select Delete comment.

Move a conversation to another inbox or help desk

Throughout a contact's lifecycle with your company, you might need to transfer ownership of the conversation to an entirely different team. For example, once a contact has completed a purchase, your sales team can move the thread to your support team's inbox. Then someone from the support team can take over and respond to the contact's inquiries.

You can also move any type of conversation to a different inbox or the help desk workspace, including emails, chats, Facebook Messenger, and WhatsApp messages. Any tickets associated with the conversation will also move to the new inbox.

1. In the top right, click the ellipses ellipses, then select Move conversation.
2. In the dialog box, click the Choose an inbox or help desk dropdown menu and select an inbox or help desk to move to.
3. If you're moving the conversation to help desk:
   • Enter a ticket subject.
   • Click the Pipeline dropdown menu and select a pipeline to route tickets to.
   • Click the Ticket status dropdown menus and select a ticket status.
   • Click the Assign incoming tickets to dropdown menu and select an option:
     • Any user: assign the ticket to any eligible user. Learn more about routing tickets in help desk.
     • Customer agent: assign to the customer agent. Tickets appear in the Customer agent view in help desk. If the agent can't answer, the ticket is reassigned based on your handoff settings.

1. • • Specific user and teams: assign to the users or teams selected. Click the Specific users or teams dropdown menu, then select the checkboxes next to any users or teams to assign them to the conversation.
     • No one: the conversation will not be assigned to anyone
   • Click Move. Learn more about moving an inbox channel to the conversations inbox.
2. If you're moving the conversation to another inbox:
   • Click the Assign to dropdown menu, then select an assignment option:
     • Any user: assign the conversation to any user with access to the inbox.
     • Keep current assignment: the conversation will remain assigned to the current owner.
     • Customer agent: assign to the customer agent. Conversations will move to the Customer agent inbox view. If the agent can't answer, the conversation is reassigned based on your handoff settings. 
     • Specific user and teams: assign to the users or teams selected. Click the Specific users or teams dropdown menu, then select the checkboxes next to any users or teams to assign them to the conversation.
     • Contact owner: route incoming conversations to a contact's owner. The contact must have an owner assigned to their record and be tracked with a cookie. If the conversation has no contact owner specified, configure your assignment preference.
     • No one: the conversation will not be assigned to anyone.
3. Click Move.

The conversation will appear in the new inbox, and the original conversation will be replaced by a read-only message in the first agent's conversation list. If you included a comment when you reassigned the conversation, it will also appear in the target inbox.

Forward an email from the inbox

If you need to send the email to another team or someone outside of your organization, you can forward the email out of the inbox.

1. In the top right of the most recent reply, click Forward.
2. In the email composition window, enter the recipient's email address and a message.
3. Click Send.

The forwarded message will appear in the inbox with a yellow bar at the top, indicating that the message has been forwarded. The email will be visible in the inbox and to the external recipient.