Last updated: February 4, 2026
Available with any of the following subscriptions, except where noted:
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Service Hub
Professional, Enterprise
Use the Rotate record to owner action in conversation-based workflows to automatically move a conversation to another inbox and assign it to a specific user or team based on access to the inbox.
Seats required An assigned Service Seat is required for users selected in the action. Users without an assigned Service Seat cannot be rotate and assigned to a conversation.
Before you get started
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When using this action, changing the assignment on closed conversations will result in the conversation being reopened. It is recommended to exclude closed conversations when setting up the workflow's enrollment criteria.
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If using rules-based bots, it is recommended to exclude bot-based when setting up the enrollment criteria and using the Send to Team Member action directly within the chatflow instead.
Rotate conversation owner in a workflow
To rotate a conversation owner or inbox for a conversation in a workflow:
- In your HubSpot account, navigate to Automation > Workflows.
- Select an existing conversation-based workflow, or create a new conversation-based workflow from scratch:
- In the upper right, click Create workflow, then select From scratch.
- In the left panel, click Met filter criteria.
- In the left panel, select Conversation.
- Continue setting up your enrollment criteria.
- In the workflow editor, click the + add icon.
- In the left panel, click CRM to expand the section. Then, select Rotate record to owner.
- Set up your action:
- Target inbox: select a target inbox. Only active, non-Help Desk inboxes will appear in the list.
- Assign to: select an assignment method. By default, this will overwrite any existing conversation owners. You can select from the following:
- Customer agent: assign the conversation to your Customer Agent. Learn more about setting up a Customer Agent.
- Specific users and teams: assign the conversation to specific users and teams.
- You can also select the option to Assign to available users only. When this option is selected, if there are no available users, the conversation will be set to unassigned.
- By default, conversations will be assigned using balanced distribution.
- Contact owner: assign the conversation to the specific record's owner.
- Set up your fallback options. You can select the option to assign to Specific users and teams or No owner. This will apply if the record does not have an owner, or if the owner does not have a paid service seat.
- You can also select the option to Assign to available users only. When this option is selected, if there are no available users, the conversation will be set to unassigned.
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- No owner: set the conversation to unassigned.
- After setting up your action, at the top, click Save.
- Continue setting up your workflow.
