The HubSpot conversations Inbox is where you and your team can view, manage, and reply to incoming messages from multiple channels in one unified inbox.
Depending on your subscription, you can create multiple inboxes for different teams that are using HubSpot. For example, you can create a sales inbox to manage inquiries about pricing and packaging.
Please note: all accounts created after April 1st, 2024 cannot create tickets from channels connected to the inbox. Instead, learn how to manage tickets in help desk.
Set up your conversations inbox
Before you can start communicating with customers in the inbox, you need to set up your conversations inbox. Enter a name for your inbox and add team members. Depending on your HubSpot subscription, you can automatically route incoming conversations to specific users and teams. You can also configure your notification preferences and set up email filters to keep your inbox organized. If you haven't connected a team email yet, HubSpot will automatically create a fallback email address.
Connect channels to the inbox
Once you've set up your inbox, you can begin to connect one or more channels. When you connect a channel, new incoming messages will appear in your inbox.
If you want to migrate inbox channels to help desk, learn more about moving channels connected to the conversation inbox to help desk.
Using the inbox
When a visitor sends an email, starts a chat, or submits a form, you can reply to them in the inbox. If you're chatting with a visitor who is new to your business, you can create a contact record to add them to your database. If the contact has messaged your team before, you'll see known information about the contact, associated records, and past conversations in the right sidebar. During the conversation, you can add a comment to an ongoing thread or reassign the conversation to another team member.
Analyze your conversations
After you set up your inbox, you can analyze the conversations taking place in your account. You can determine who is responding to the most conversations, how long it takes your team to respond, and how your individual bots are performing.
Chatflows
Inbox
