Connect a custom channel to the conversations inbox

Connect your custom channel app to the conversations inbox so your team can respond to messages from an external messaging service in HubSpot. Custom channels bridge a messaging service and HubSpot through the API, so reps can reply to incoming messages from the inbox and don't need to switch between tools.

For example, if your team uses a regional messaging service that doesn't have a built-in HubSpot integration, you can build a custom channel for it, then install the app from the HubSpot App Marketplace. After you connect the channel, messages from that service appear in the inbox alongside your other channels. Learn more about creating custom channels.

In this article, learn how to connect your custom channel to the conversations inbox. To connect custom channels to help desk, follow the steps in this article.

Connect a custom channel to the conversations inbox

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Inbox & Help Desk, then click Channels.
3. In the Marketplace channel apps section, click Connect instance next to your custom channel. Your app's name, description, and logo should appear. If your custom channel does not appear, ensure the channel is installed, or re-authorize the app with your HubSpot account.
4. Click Continue with [channel name].
5. In the pop-up window, enter your credentials. The parameters shown will be dependent on your channel configuration.
   
   
   

5. To set routing rules to automatically route incoming conversations to specific users and teams in your account:
   • To set properties for new incoming conversations created from the channel, click Set conversation properties for this channel.

5. • To assign conversations automatically, toggle the Automatically assign conversations switch on. 
   • Click the conversation assignment dropdown menu and select a routing option.
   • Configure any additional settings for your selected option.

5. Click Next.
6. Your custom channel app is now connected to the conversations inbox. You can connect another account, connect a channel, go to the inbox, or click Done.

Respond to messages from custom channels in the inbox

Any incoming messages to your custom channel app will appear in the conversations inbox, and reps can reply in real time. Messages can create new threads, or be added to existing threads, depending on your app configuration.

Messages can include media such as audio files, voice notes, stickers, images, and videos. You will be notified when you receive a new message, but you can turn off these notifications in your settings.

1. In your HubSpot account, click More, then navigate to CRM > Inbox. If More doesn't appear in your account, navigate to CRM > Inbox directly.
2. Click the search search icon in the top left and enter a search term to lookup a conversation generated via your custom channel app, and apply filters to narrow your search. For example, you can use the Channel dropdown menu and select your custom channel app channel.
3. In the left panel, click a conversation to open it.
4. In the right sidebar, use the contextual information about the associated conversation, contact, and past conversations to inform your response to the contact's inquiry.
5. To reassign the conversation, click the Owner dropdown menu and select a different user. Learn more about routing tickets in the conversations inbox.
6. In the reply editor, write your response:
   • Use the icons across the bottom of the editor to modify your text style, insert a link, add an image, or upload a file. You can also drag and drop files from your computer into the reply editor.
   • To add a document, snippet, meeting link, knowledge base article, quote, or video in your response, click Insert.
7. During the conversation, you may need to switch to email or call the contact. Click the Channel dropdown menu above the reply editor and select a different channel.

8. To send the reply, click Send.

Manage custom channel settings

1. In your HubSpot account, click the settings icon in the top navigation bar.
2. In the left sidebar menu, navigate to Inbox & Help Desk, then click Inbox.
3. To edit the channel, hover over it and click Edit. Toggle the Automatically assign tickets switch on or off to edit ticket routing and configuration. Then, click Save.
4. To move the channel to help desk, hover over it and click Options. Then, select Move to help desk. Learn more about moving inbox channels to help desk.
5. To delete the channel, hover over it and click Options. Then, select Delete. In the dialog box, click Delete account.

6. To turn off the channel, click to toggle the Status switch off. In the dialog box, click Turn off.