BetaConnect custom channels to the conversations inbox (BETA)

You can connect your custom channel app to the conversations inbox, allowing support reps to respond to incoming messages from their preferred messaging app and ensuring a unified customer experience. 

Custom channels create a bridge between an external messaging service and HubSpot. If you use a messaging service that doesn't have a native integration with HubSpot, you can build your own custom channel and connect it via API. Once your custom channel and public app are set up, you can install them from the marketplace and connect it as a channel in the conversations inbox, enabling reps to manage conversations across all channels in one place. Learn more about creating custom channels. 

In this article, learn how to connect your custom channel to the conversations inbox. 

Before you get started 

• You’ll need to install the custom channel app. Ensure you have App Marketplace access and the necessary credentials for your custom channel app. Some apps may have specific instructions, so it’s recommended to check with the app documentation.
• You must be a Super Admin to connect channels to the conversations inbox. 

Connect a custom channel to the conversations inbox 

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Inbox & Help Desk, then click Inbox.
• In the top right, click Connect a channel.
• Select 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. 
  
  

• Click Continue with [channel name].
• In the pop-up window, provide your credentials. The parameters shown will be dependent on your channel configuration.
  
  
  
• If you’re assigned a Sales Hub or Service Hub seat, you can set routing rules to automatically route incoming emails 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.
  • To assign tickets automatically, toggle the Automatically assign conversations switch on. 
    
    • Specific users and teams: assign incoming tickets to the users or teams selected. Select the users or teams from the Specific users and teams dropdown menu.
    • Contact owner: assign incoming tickets to a contact's owner. The contact must have an owner assigned to their record and be tracked with a cookie. If the owner is offline, the submission will be emailed to the visitor's owner.
• Click Next. 
• Your custom 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 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 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.

• In your HubSpot account, navigate to CRM > Inbox.
• Click the search search icon in the top left and enter a search term to lookup a conversation generated via your custom app, and apply filters to narrow your search. For example, you can use the Channel dropdown menu and select your custom app channel. 

• In the left panel, click a conversation to open it. 
• 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.
• To reassign the conversation, click the Owner dropdown menu and select a different user. Learn more about routing tickets in the conversations inbox.
• 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.
• 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.

• To send the reply, click Send.

Manage custom channel settings 

To edit, delete or turn off a custom channel: 

• In your HubSpot account, click the settings settings icon in the top navigation bar.
• In the left sidebar menu, navigate to Inbox & Help Desk, then click Inbox.
• To edit the channel, hover over it and click Edit. Toggle the Automatically assign tickets switch on/off to edit ticket routing and configuration. Then, click Save.
• 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. 
• To delete the channel, hover over it and click Options. Then, select Delete. In the dialog box, click Delete account.

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