Guide to the Conversations Inbox in HubSpot
Learn how to centralize customer interactions across multiple channels with HubSpot's Conversations Inbox.
The Conversations Inbox in HubSpot allows you to manage and respond to customer interactions across multiple channels from one place.
Accessing the Inbox
- In HubSpot, go to CRM > Inbox.
- If you have multiple inboxes, select the desired inbox from the dropdown in the top left.
Filtering Conversations
- Search: Find specific conversations by keyword.
- Status: View open or closed conversations.
- Channel: Filter by email, chat, or Messenger.
- Assignee: View conversations assigned to specific users.
- Date Range: Filter messages by time frame.
- More Options: Hide filtered or deleted messages.
Inbox Views
- Unassigned: Conversations that haven’t been assigned yet.
- Assigned to Me: Conversations assigned to you.
- All Open: All active conversations.
- Chat/Bots: View chat-based interactions.
- Email/Messenger: View email and Facebook Messenger threads.
- Forms/Calls: View support form submissions and connected phone calls.
- All Closed: Completed conversations.
- Sent: Outgoing emails.
- Spam/Trash: Non-relevant or deleted conversations (Trash is auto-deleted after 30 days).
Composing & Managing Conversations
- Compose New Emails: Click Compose at the bottom left.
- View Message Details: Contact name, subject, timestamp, and message preview are shown in the left panel.
- Sort Conversations: Messages are listed from newest to oldest.
Contact & Ticket Management
- View and manage associated contacts, companies, deals, and past conversations in the right sidebar.
- Create a Ticket: Track issues related to a conversation.
- Dissociate a Contact: Remove a contact from a conversation if necessary.
Replying & Internal Comments
- Reply Editor: Send responses via email or chat. Use formatting tools, add attachments, or insert HubSpot assets (knowledge base articles, meetings, snippets, etc.).
- AI Assistance: Use AI to summarize conversations or generate responses.
- Comment Feature: Tag teammates with @mentions for internal collaboration.
Conversation Actions
- Forward Emails: Share conversations with external teams.
- Close Conversations: Mark threads as resolved.
- Switch Channels: Respond to chat conversations via email if needed.
- Block Senders: Move spam or irrelevant messages to the Filtered view.
- Restore or Delete Permanently: Recover or permanently remove conversations from Trash.
Bulk Actions
- Select multiple conversations to delete or close at once.
Managing Availability & Settings
- Set Chat Availability: Toggle your status on or off in the top-left corner.
- Inbox Settings: Adjust inbox preferences, automation, and user permissions from the lower-left corner.