Collaborate with Your Team in the Conversations Inbox
Learn how to collaborate with team members in the Conversations Inbox to ensure optimum outcomes for your customers.
The conversations inbox in HubSpot allows teams to manage and respond to customer messages in one place. You can assign conversations, add internal comments, move conversations to other inboxes (Professional & Enterprise only), or forward emails to external recipients.
Reassign a Conversation
- Click a conversation to open it.
- In the top left, click the Owner dropdown and select a user or team.
- The new owner will now manage the conversation.
See Active Users on a Thread
- If a teammate is viewing or responding to a conversation, their avatar will appear in the reply editor.
- A typing indicator shows when they’re actively responding.
Note: You must have a Service Hub paid seat to view active users on a thread.
Comment on a Conversation (Internal Use Only)
- In the Reply editor, click the Comment tab.
- Type @mention followed by a teammate’s name and enter your message.
- Use the formatting tools to style text, insert links, or upload files.
- Click Insert to attach HubSpot assets (documents, snippets, meetings, knowledge base articles, videos, etc.).
- Click Add comment to notify your teammate.
To delete a comment, click the Actions dropdown in the comment's top right corner and select Delete comment.
Move a Conversation to Another Inbox (Professional & Enterprise Only)
If a conversation needs to be handled by another team (e.g., transferring a customer from sales to support), you can move it to a different inbox.
- Click the ellipsis (⋮) menu in the top right and select Move to another inbox.
- In the dialog box:
- Select the new inbox.
- Choose an assignment option (specific user, team, or contact owner).
- If assigning by Contact Owner, specify what happens if no owner is set.
- Click Move to complete the transfer.
Once moved:
- The original inbox will show a read-only message indicating the transfer.
- Any comments added during the move will appear in the new inbox.
Forward an Email from the Inbox
If an email needs to be shared with an external team or recipient:
- Click Forward on the most recent reply.
- Enter the recipient’s email and any additional message.
- Click Send.
A yellow bar will appear on the forwarded email to indicate that it has been shared. The email remains visible in the inbox and to the recipient.